What are the responsibilities and job description for the Digital Transformation Supervisor position at LG Electronics?
Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations. Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone.
What we can offer:
A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.
The Opportunity:
The Digital Transformation Supervisor is responsible for oversight of the digital platforms and tools utilized by the Field Support Operations Support Team. The responsibilities would include managing the sites and communication tools, and ensuring a seamless digital experience for technicians, service managers, and agents. The position would also be accountable for optimizing efficiency, productivity, and the overall success of the Operations team.
Responsibilities:
Chatbot Optimization:
- Review and enhance the functionality of the Field Support Chatbot for technicians and service managers, ensuring user-friendly and efficient interactions.
Data Analysis:
- Gather and analyze data related to Chat, CS Portal, and Helpdesk (currently utilizing Zendesk software) interactions to ensure accuracy and success rates.
Process Improvement:
- Identify gaps in current policies and processes that hinder efficient request processing; provide innovative solutions to enhance operations.
Training and Resources:
- Develop and maintain training resources to ensure team members are well-equipped to utilize automated tools, such as KB flows, for consistent and effective support.
Project Support:
- Collaborate on projects aimed at process improvements to elevate automated digital support capabilities.
Dashboard Creation:
- Design and optimize dashboards for reporting on metrics and projects related to the Helpdesk that supports LG Factory Technicians & Authorized Service Center, Field Support Chatbot, CS Portal, and LG Factory Technician Routing.
Status Reporting:
- Deliver regular status reports to management, providing insights into the overall operational support landscape.
Qualifications / Education / Experience:
- Bachelor's degree in Business, Digital Solutions, or related field or related work experience with relevant software experience
- Strong problem-solving skills with the ability to work successfully in a fast paced and rapidly changing environment.
- Experience supervising digital operations for diverse teams, both locally and offshore.
- Excellent written, verbal, and interpersonal communication skills.
- A minimum of 2 years' Project Management experience preferred.
- Proficient in Microsoft Office Excel, Outlook, Word, Power-Point
- Experience with development and maintenance of live chat, chatbots, decision tree flows, and website maintenance
- Travel: Generally, less than 25%
- Location: On-site position in Huntsville, AL
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Privacy Notice to California Applicants
At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.
