Director, Service Management

| Greater Boston Area
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Company Overview

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

  

Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.  

 

Job Summary

Responsibilities:

  • Lead Global team of Enterprise customer facing Production Account Managers.
  • Enterprise Billing as well as Operational Intelligence and Tooling team.
  • Ability to understand our Enterprise customer contracts to ensure compliance and operational performance of our enterprise products they consume is essential.
  • Drive continuous improvement with operational communications to our Enterprise customers.
  • Ultimate ownership of customer operational escalations. Ensure measurable improvements.
  • Contact center experience preferred.

Qualifications

Number of Years of Work Experience: 12+ years in support of large customers from operational or customer service standpoint

 

Required Skills: Customer Service Management, excellent written and communication skills

 

Preferred Skills: Customer facing roles previously – escalation management experience – proven operational improvement track record

 

Education: Bachelor's, Master's Degree is helpful 

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

 

Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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Location

Our headquarters is in Burlington, 30 minutes from downtown Boston, right off 128 and across the street from Wayside Commons (hello, shopping!).

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