Abbott E-Commerce & Customer Experience Specialist in Moscow, Russia
E-Commerce & Customer Experience Specialist
( Abbott Diabetes Care )
KEY AREA OF RESPONSIBILITY:
E-Commerce Projects Management: manage assigned projects for existing Webshop and E-commerce IT infrastructure changes focused on successful business growth and efficiency.
Customer Experience Operations Management: own daily operations of 2 callcenters, monitor performance and ensure highest possible level of customer service with minimal costs.
Callcenter Vendor Management: establish respectful cooperation and efficient control over the main CX vendors, support forecasting and budgeting process and track mutual commitments.
(1) E-Commerce Projects Management
Manages assigned change projects for existing Webshop and E-commerce IT infrastructure: collects requirements, formalizes it in BRD, gets buy-in / approvals, sets tasks to developers, participates in SIT/UAT, controls quality;
Initiates and plans projects in accordance with local methodology: prepares required documents (Project Charter, WBS, Gantt, Risks register), approves it with Manager and stakeholders, conducts and documents Gateways;
Interacts with business groups, vendors, courier service, IT and customer service to understand constraints, collect inputs, prepare As Is / To Be process description, find the best possible solution and document it in BRD.
Implements projects / initiatives with a high respect to the project timeline & business case; weekly reports on progress; manages risks and project constraints; resolves issues and timely escalates problems if needed.
Regularly collects and reviews Voice of Customers re E-Commerce infrastructure; measures existing performance; proposes value added initiatives / projects to ensure best possible service provided to customers.
(2) Customer Experience Operations Management
Monitors and optimizes the work of 2 call centers (Warsaw, Yaroslavl) in order to ensure the highest possible levels of end-customer service (service level, CSI, NPS) at minimal costs (price per contact / per sale);
Measures and weekly reports existing performance of CX processes: validates the measurement system, prepares dashboards & KPIs, defines gaps with SLAs, propose counter-measures to improve performance;
Analyzes the structure and categories of contacts, conducts case analysis, defines root-causes and propose system improvements / change initiatives to ensure and increase customer satisfaction;
Develops and timely updates CS Service Standards and relevant scripts: collects requirements and inputs, describes processes, prepares respective documents, agrees on the result and provides training for CS Agents;
Implements projects and business support initiatives involving hotline: conducts customer surveys, outgoing calls campaigns, local process improvements and changes; follows project methodology.
(3) Callcenter Vendors Management
Supports Operations Manager in the run of Customer Service third party providers; acts as a Single Point of Contact (SPOC) for the vendors and for other Abbott stakeholders.
Monitors operations performance and project commitments; keeps transparent SLAs, fixes and investigates any gaps; takes corrective actions to ensure continuous process improvement.
Conducts weekly status calls and quarterly business reviews; assign and control tasks; keeps meeting minutes and regular follow-ups; timely escalate issues.
Support Operations Manager in executing forecasting and budgeting process: owns calculation for CS costs; reviews staffing forecast assumptions to meet accuracy goals; monthly reports on status.
Supports Regular CX workshops focused on Kaizen, problem solving, Root Cause Analysis, FMEA, Visual Management, and also Right First Time culture behavior.
Excellent communicator experienced in E-commerce/CX operations project management;
Flexible and stress resistant, open for feedback and used to multitasking and several projects at the same time;
Proven project management and organizational skills with an ability to independently find and structure necessary information;
Team-player who takes on accountability and enjoys connecting with people in an international team;
Analytical & structured thinking: loves to analyze problems identify the root-cause and implement solution with 80/20;
Honest and customer orientated, diplomatic and able to negotiate effectively with both internal and external customers;
REQUIRED QUALIFICATION AND EXPERIENCE:
Higher education (technical, economic, mathematical);
6+ years of experience in international companies (ideally in a multicultural, cross-functional environment with a matrix management structure);
4+ years of experience in business analysis and process improvement, project management, IT integration and / or 2-3 years in management consulting (Big4 – E-commerce / Operations);
Broad knowledge of Customer Experience & E-Commerce concepts & tools, practical experience in at least 1-2 of the following areas:
Organizational project management in complex matrix environments;
Callcenter operations management with customer facing issues resolution, IVR recordings, scripts preparation and data analysis;
Lean 6 Sigma project experience; practical knowledge of DMAIC.
Software development cycles (SDLC), participation in SIT / UAT, understanding of the general architecture of business applications;
Experience in e-commerce projects in international companies
Advanced PC user (Excel, PowerPoint, MS Project, Jira, Visio)
Fluent in Russian and English (Advanced); other European language is a plus.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email email@example.com