MANAGER SERVICE TRANSFORMATION

Company Overview

Founded in 1906, over the last 110+ years' CEMEX has grown into a global building materials company that provides high quality products and reliable service to customers and communities throughout the Americas, Europe, Africa, the Middle East, and Asia.  Here at CEMEX we offer our employees competitive wages, career growth, excellent benefits including health, dental & vision plans, vacation or paid time off,  employee assistance program and retirement plan options, along with over a century of stability to build your next career on! To learn more about our company culture and why you should join us, visit us at www.cemexusa.com/careers. For direct access to CEMEX Career Opportunities, visit us at https://jobs.cemex.com/.

Job Summary

The Service Transformation Manager leads the implementation of the Smart Service Center operating model according to global best practices in existing and new customer facing contact center operations for all business lines, segments.
This role actively supports best practice replication to develop capabilities, increase operating maturity and achieve high performance Service Centers. The efforts of the role could be focalized in a specific pilot region to define and test the key initiatives to then be escalated globally.
Tracks performance levels and KPIs across service centers to meet service, efficiency, and cost targets.
Defines and manages roadmaps and workplans, in coordination with regions, to identify and close gaps vs high-performance Smart Service Center model.
Leads and manages global process and product definitions, vision, business requirements and enablement of key initiatives of the Smart Service Center Model.
Develops and defines the next generation of service center models to enable a clear path to improve and continuously increase maturity of our service centers. 
Drives customer satisfaction (CSAT), improve Net Promoter Score (NPS) and optimize Cost to Serve by enabling the right customer service center service offer and processes.

Job Responsibilities

• Coordinate the implementation of the Smart Service Center operating model across all business lines and segments.
• Perform the Product Owner role for key global selected initiatives of the Smart Service Center model.
• Ensure business requirements are incorporated into global definitions for processes and technology. 
• Establish a standard training model to develop capabilities in service agents across geographies and business lines.
• Follow up on vendor implementation and transformation plans to ensure that they accomplish the promised and contracted results, take action in case they do not meet expectations. 
• Monitor Service Level Agreements (SLAs) performance in vendor managed service centers, compare against contracted targets and identify actions required to maintain excellence in service levels. 
• Coordinates with regional customer experience offices to agree on priorities, define specific workplans and initiatives to improve customer service. 
• Produce and promote for standard service offers, roles, responsibilities, processes and technologies across all service centers
• Benchmark service center operations to identify opportunities for process improvement
• Work closely with internal and external customers
   

Qualifications

• Language Proficiency: 
  • English C1 Level (TOEFL ITP >=550, TOEFL BT >=80, IELTS >=7 or equivalent) 
  • Spanish- C1 (desirable)

• Required:
  • College degree in business administration, industrial engineering, marketing, or related areas
  • Post- graduated studies in Service Center Administration, business management or project management. 

• Experience:
  • Overall, +15 years of work experience in customer experience, commercial and/or contact / service centers
  • Directed or managed a global/multi-country contact center
  • Led the implementation or development of a new service center operation 
  • Led transformation and process consolidation initiatives in commercial or service center operation
  • Managed performance levels and benchmarks for service centers
     

Knowledge, Skills, and Abilities

Proficient in Microsoft Word and Excel

Working Conditions

• Able to work with standard office equipment
• Capable of working in an open office environment

Physical Requirements

Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Legal Notices

CEMEX is an EEO/AA (equal opportunity/affirmative action) institution and does not discriminate on the basis of race, color, religion, religious creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital or familial status, military or veteran status, or any other characteristic protected by under federal, state or local law in the programs or activities which it operates.

CEMEX will consider for employment qualified applicants with criminal histories in a manner consistent with all local, state and federal laws.

CEMEX is an E-Verify participating employer.

Arizona Smoke-Free Act.  CEMEX complies with the State of Arizona’s Smoke-Free Act (Arizona Revised Statutes § 36-601.01). Smoking and/or the use of tobacco or related products is prohibited in and on CEMEX property as well as any building and/or vehicle owned or leased by CEMEX.

CEMEX offers both competitive pay and benefits. Benefits applicable to this position may include, but are not limited to, medical, dental, vision, 401(k), Paid Time Off, and Holiday Pay, as well as a comprehensive wellness program to help keep employees and their families healthy and well. You can learn more about CEMEX Benefits by visiting the CEMEX USA Benefits and Well-Being page. (https://www.cemexusa.com/careers/life-at-cemex/benefits-well-being).

EEO Statement - En Español

CEMEX es una institución EEO/AA (igualdad de oportunidad/acción afirmativa) y no discrimina en base al sexo, edad, raza, color, religión, discapacidad física o mental, credo, origen nacional, estatus veterano, orientación sexual, infomación genética, identidad de género, o expresión de género en los programas o actividades los cuales opera.