Senior Manager, Customer Experience Lab Sr Manager
Apply NowCompany: McAfee
Location: Frisco, TX 75034
Description:
Role Overview:
Are you excited about the idea of standing up a new team of problem-solvers who will own the customer and expert experience feedback loop? We're bringing a team of troubleshooting customer service support agents in-house to transform the Customer Experience Lab as we optimize the customer experience and execute process and system optimization initiatives.
Your team will assist customers with complex issues, identify product and process defects, conduct experiments to determine best in class solutions, partner with Engineering and other teams to implement improvements, assist with defining system requirements, conduct universal acceptance testing of new process or system designs, and partner with the Vendor Manager Organization and frontline teams to drive change. Your ability to foster collaboration among teams, ensure alignment with organizational goals, and effectively communicate process changes and improvements to all stakeholders will be key to your success in this role.
This position is based in Frisco, TX. You will be required to be onsite in our Frisco, TX office 5 days per week. We are only considering candidates within a commutable distance to Frisco and are not offering relocation assistance at this time.
About the role:
About you:
#LI
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users' needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
Are you excited about the idea of standing up a new team of problem-solvers who will own the customer and expert experience feedback loop? We're bringing a team of troubleshooting customer service support agents in-house to transform the Customer Experience Lab as we optimize the customer experience and execute process and system optimization initiatives.
Your team will assist customers with complex issues, identify product and process defects, conduct experiments to determine best in class solutions, partner with Engineering and other teams to implement improvements, assist with defining system requirements, conduct universal acceptance testing of new process or system designs, and partner with the Vendor Manager Organization and frontline teams to drive change. Your ability to foster collaboration among teams, ensure alignment with organizational goals, and effectively communicate process changes and improvements to all stakeholders will be key to your success in this role.
This position is based in Frisco, TX. You will be required to be onsite in our Frisco, TX office 5 days per week. We are only considering candidates within a commutable distance to Frisco and are not offering relocation assistance at this time.
About the role:
- Leadership & Strategy: Lead the newly created Customer Experience Lab team to identify gaps in the customer or expert experience and execute process and system optimization initiatives
- Foster collaborative environment across departments to ensure alignment and buy-in for process, system, and performance improvements
- Serve as key point of contact for stakeholders regarding performance enhancement efforts
- Accountable for identifying and facilitating continuous refinement of customer and expert experience
- Conduct experiments to determine how might process and systems be improved
- Oversee pilot testing of new processes and system designs and ensure they meet performance goals
- Communicate process changes and performance improvement initiatives effectively to stakeholders at all levels, ensuring understanding, engagement, and support
- Partner to develop communication strategies that promote transparency and alignment
- Utilize performance data to identify areas for improvement, measure success, and guide decision-making processes
- Ensure improvement initiatives are grounded in data-driven insights
- Mentor and develop the Customer Experience Lab team, fostering a culture of excellence, continuous improvement, and customer-centricity
- Provide guidance and support to team members to achieve their professional growth and performance goals
About you:
- 8+ years of experience in process and performance improvement with solid history of leading cross-functional teams in a customer experience environment. Proven track record of driving both process optimization and performance enhancement initiatives required
- 5+ years' experience in technical support type role
- Strong leadership and team management skills, with ability to inspire and guide diverse team of professionals
- Experience mentoring and developing high-performing teams
- Exceptional analytical skills with ability to leverage and interpret data to drive decisions and measure impact of improvement initiatives. Strategic thinker focused on achieving organizational goals through process optimization
- Established expertise in written communications for both customer and cross-functional audiences
- Excellent communication and presentation skills with ability to effectively convey complex process changes and performance improvement strategies to a variety of stakeholders
- Familiarity with Lean Six Sigma methodologies and their application in process improvement. Certification at a Green Belt level or higher is highly desirable
- Thrive in fast-paced, dynamic environment with changing priorities
- Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
#LI
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users' needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.