Cradlepoint's Process and Capability Manager focuses evolving our support processes and capabilities to assure we continue to help our partners and customer be successful. We work to resolve the issues at hand but also to make sure customers are getting the maximum value from their Cradlepoint products, services and experiences.
You will report directly to the VP of Global Service and Support (GSS). You will be critical to the extension and progression of our global services and support strategy helping define and execute the future of our differentiated experience. This includes working directly with the VP to monitor, refine, design and launch new support services.
You will analyze current processes and tools to find opportunities of efficiency and customer experience improvements. Updating processes and standard methodologies as the organization evolves and grows and represent GSS in company wide projects, conveying supports requirements and processes to assure project success.
Participate in the ongoing design and growth of management systems and process for GSS. This includes analysis of current and historical trends and metrics resulting in transforming the support organization and the customer experience.
Facilitate the collaboration with Channel and Sales Management to understand the barriers to adoption of current service and support offerings, defining the road map of future offerings and working with Product management and marketing to launch new service and support offerings.