What are the responsibilities and job description for the Director, Operational Excellence, Customer Support position at Infor?
The Operational Excellence Director for the global Customer Support team is a key leadership role that will focus on driving operational excellence through developing improved data analytics, real-time insights, optimizing processes, and the implementation of AI/ML technologies to enhance support productivity and efficiency. This role will execute key efforts to optimize and standardize ticket management processes, implementing best practices, building and evolving support as a practice.
A Day in The Life Typically Includes:
- Align with Support leaders and partner with cross-functional teams to implement AI / ML tools, omnichannel virtual agents, predictive analytics, and automated workflows that streamline support operations and enhance agent productivity.
- Build mechanisms to collect and analyze real-time data on ticket volume, response times, resolution times, escalations, and customer satisfaction and refine ticket management processes based on performance data, team and customer feedback, and emerging industry best practices.
- Establish and continuously evolve a scalable, standardized framework for ticket management that enhances consistency, efficiency, and customer experience across global support operations.
- Develop, document, and implement standardized processes for ticket management, ensuring consistency in how tickets are logged, categorized, prioritized, and resolved across the global support team.
- Analyze current workflows to identify inefficiencies, bottlenecks, and areas for improvement, and design more streamlined processes to improve response and resolution times. Identify ways to optimize the customer experience throughout the ticket management lifecycle, from submission to resolution.
- Enhance and evolve current dashboards and reporting tools to track key support metrics such as resolution time and escalation trends, especially leveraging AI / ML technologies.
Basic Qualifications:
- Experience leading AI/ML-driven initiatives within customer support and implementing AI/ML-driven support solutions with platforms such as Support Logic, ServiceNow, or similar technologies to enhance automation, predictive analytics, and efficiency.
- Experience in using predictive analytics and automation to optimize support operations.
- Experience optimizing customer support or technical support operations with knowledge of ticket management processes and support workflows, in global technology environments.
Preferred Qualifications:
- Experience in implementing and optimizing CRM, CSMP, and PSA systems.
US Remote-Dallas, TX or Alpharetta, GA
About Infor
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.
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