VP, Customer Experience

Overview: We are seeking a dynamic India Vice President for Support and Customer Experience to lead our efforts in optimizing support processes, enhancing customer experiences, and driving continuous improvements in our SaaS application environment. The ideal candidate possesses a blend of strategic vision, data-driven decision-making skills, and hands-on operational excellence expertise. Key Responsibilities: 1 Strategic Vision and Leadership: ◦ Set the overall direction and strategy for OEE within the support and customer experience domain. ◦ Drive a culture of continuous improvement, efficiency, and customer-centricity throughout the organization. 2 Data-Driven Decision Making: ◦ Utilize data analytics tools and methodologies to derive insights from support and customer experience processes. ◦ Establish KPIs and regularly review performance against these metrics, adjusting strategies and tactics as necessary. 3 Process Automation and Optimization: ◦ Oversee the deployment of automation technologies, ensuring they are effectively utilized to enhance efficiency and customer experiences. ◦ Collaborate with tech teams to integrate BPM software, AI, RPA, and other technological tools into support processes. 4 Continuous Improvement and Waste Elimination: ◦ Lead initiatives that focus on identifying and eliminating inefficiencies within the support and customer experience processes. ◦ Facilitate regular reviews of processes and implement adjustments in line with OEE principles. 5 Stakeholder Collaboration and Management: ◦ Foster strong relationships with internal and external stakeholders, including support teams, engineering teams, and customers. ◦ Engage regularly with stakeholders to gain insights, feedback, and buy-in for efficiency initiatives. 6 Team Leadership and Development: ◦ Lead, mentor, and develop the OEE team, ensuring they have the tools, training, and resources to be successful. ◦ Promote a culture of collaboration, innovation, and accountability within the team. Qualifications: • Bachelor’s/master’s degree in engineering, Business, or related field. MBA is a plus. • Proven experience in a leadership role related to operational efficiency, preferably in a SaaS environment. • Familiarity with technology platforms like BPM software, data analytics tools, and automation technologies. • Exceptional analytical, organizational, and strategic thinking skills. • Strong interpersonal and communication abilities. • Ability to thrive in a fast-paced, dynamic environment.Our ValuesIf you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core ValuesDiversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.