Technical Customer Experience Manager

1 week ago

Waterloo, Canada BlackBerry Full time

**Worker Sub-Type**:
Regular

**BlackBerry® **- the iconic brand you know and trust - is now a market leading cybersecurity software and services company.

Today, BlackBerry is a transformed company. We’re no longer about the smartphone, what we once did for smartphones is what we’re now doing for Enterprise of Things (EoT) - envisioning, enabling and securing new forms of communication that are connecting the business world in extraordinary new ways. We have the most complete and advanced end-to-end solutions to enable EoT, and our ideas lead the way in the hottest markets like cybersecurity, SaaS, neural networks and autonomous vehicles.

**Are you passionate about creating a positive customer experience?**:
**Summary
**We are looking for a **Technical Customer Experience Manager **who has a comprehensive understanding of Customer Support business processes to join our Customer Experience team. In this role, you will collaborate with multi-functional teams to plan, design, implement, maintain, and improve Support Staff's technical knowledge and compliance, and our customer's self-service adoption. This role will use all information at their disposal to identify and address gaps and underlying root causes that would impact customer experience.

***In this role, you will**:

- Perform Technical Quality audit compliance for Customer Support Organization.
- Identify and address technical gaps and non-compliance trends across customer support operations (including system, processes, and documentation).
- Improve knowledge base articles by reviewing, validating, and assessing accuracy and helpfulness.
- Partner with Support Solutions and Product Owners to develop and implement the assessment and improvement plan for Coveo Search performance.
- Collaborate with various teams to develop, deliver, and improve product troubleshooting guides accuracy and effectiveness.
- Assess technical support staff's post training effective.
- Implement & review closed-loop feedback to improve troubleshooting flows, guidelines, and Knowledge articles to benefit support staff troubleshooting efficiency.
- Develop a framework to measure the impact of improvement initiatives and ensure the success for the TQA program.
- Provide coaching to internal team members to ensure corrective actions are taken when customer experience issues are identified.

**Essential Skills and Qualifications**:

- Creative problem-solving skills.
- Experience in facilitating meetings and workshops with cross functional teams using sophisticated quality improvement tools and problem-solving techniques and methodologies.
- Competent in root cause analysis, corrective action, and preventive action process strategies.
- Strong communication, presentation, and interpersonal skills.
- Strong analytical and problem-solving skills.
- Experience in extracting data, writing SQL, or other queries against databases to support data-driven decision-making processes.
- A keen interest to learn sophisticated quality tools and improvement methodologies.
- Familiarity in playing a proactive role in QA activities including but not limited to Quality Planning, Quality Control, and Quality Improvement.
- Experience in developing Quality measurement and its success from a technical perspective.
- Excellent time management and organization skills.

LI-DA1

**Scheduled Weekly Hours**:
40

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