обновлено 4 дня назад
Manager Digital Operations Support
4 500€
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Manager Digital Operations Support (Digital Operations/Customer Support): Leading regional customer and dealer support operations in Slovakia, coordinating support teams and improving digital service delivery with an accent on Tier 1 resolution, customer satisfaction, case management, and operational efficiency. Focus on shift-left strategies, cross-functional escalation management, data-driven performance improvement, and AI adoption in support processes.
Location: Kosice, Slovakia
Salary: €4,500+ gross per month; base minimum pay €52,824 annually, plus performance-related annual cash incentive.
Company
is a Fortune 100 manufacturer whose Cat Digital organization develops digital solutions using connected assets, data, advanced analytics, telematics, and AI for customers and dealers.
What you will do
- Represent Cat Customer Support leadership in the region and coordinate local execution of global support priorities.
- Lead regional business development consultants, knowledge and training resources, dealer support consultants, and technical analysts.
- Partner with dealers, Digital Adoption Representatives, business partners, and Tier 2 teams to improve customer and dealer satisfaction.
- Drive shift-left initiatives to increase Tier 1 resolution, reduce case age, and lower cost to serve.
- Act as a regional escalation point for high-impact customer and dealer concerns and lead cross-functional resolution.
- Recruit, develop, retain, and engage regional Customer Support employees while ensuring adherence to service standards.
Requirements
- Progressive experience in customer support, dealer support, service operations, or digital operations.
- Experience leading teams and influencing stakeholders in a matrixed, cross-functional environment.
- Strong knowledge of support operations, case management, escalations, service delivery, and operational metrics.
- Experience improving customer and dealer satisfaction and applying shift-left strategies.
- Knowledge of software development lifecycle, decision-making, problem solving, organizational leadership, and customer interaction.
- Ability to work in Kosice, Slovakia and collaborate directly with Slovakia-based engineering leadership and Cat Digital IT in the US.
Nice to have
- Experience with Salesforce, Microsoft, ServiceNow, or other CRM, contact center, or case management platforms.
- Experience with Power BI reporting, dashboard development, and trend analysis.
- Experience supporting global or 24x7 service delivery models.
- Knowledge of digital support, customer adoption, or dealer enablement models.
Culture & Benefits
- Training and development opportunities in an environment focused on innovation and continuous learning.
- Performance-related annual cash incentive and industry-leading pension plan.
- Five additional vacation days above the legislative requirement.
- Life insurance, a Multisport Card, and one volunteering day.
- Work with regional and global teams on digital solutions for customers and dealers.
Hiring process
- Application correspondence is sent to the email address associated with the application, including the junk or spam folder.
- Application status updates are available through the candidate login on the careers website.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →