Job Description

Key Requirements:
Strong hands-on experience in SQL (mandatory)

• Hands-on exposure to reporting tools (mandatory)
• Experience working with front-end applications (preferably .NET)
• Good understanding of Data Science concepts (nice to have)
• Familiarity with Cloud platforms such as Azure, AWS, or GCP (nice to have)

Key Responsibilities:

• Team Leadership:
• Lead, mentor, and develop a diverse team of support and operations professionals.
• Foster a culture of continuous improvement, accountability, and high performance.
• Operational Excellence:
• Oversee the daily operations of the support team, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement processes and procedures to enhance operational efficiency and customer satisfaction.
• SLA Tracking and KPI Management:
• Establish, monitor, and report on Service Level Agreements (SLAs) to ensure compliance and timely service delivery.
• Define, track, and analyse key performance indicators (KPIs) related to support operations, customer satisfaction, and team performance.
• Utilize SLA and KPI data to identify trends and make informed decisions to drive continuous improvement initiatives.
• Strategic Planning:
• Collaborate with senior leadership to define business goals and develop strategies that align with Kenvue’s objectives.
• Identify opportunities for process improvement and innovation within support and business operations.
• Cross-Functional Collaboration:
• Work closely with various departments, including Sales, Marketing, and Product Development, to ensure alignment and support for business initiatives.
• Act as a liaison between support teams and other business units to facilitate communication and resolve issues.
• Internal Customer/ End User Focus:
• Champion an end-user/ internal customer-centric approach within the organization, ensuring that customer needs and feedback are prioritized in all operational decisions.
• Develop and maintain strong relationships with key stakeholders, including end-user/ internal customers, to understand their needs and expectations.
• Training and Development:
• Design and implement training programs to enhance the skills and knowledge of support staff.
• Stay current on industry trends and best practices to ensure the team remains competitive and informed.