Job description
General information
All posting locations: Chicago, Illinois, United States of America, Pittsburgh, Pennsylvania, United States of America
Job Function: 15 - GBS
Date Published: 09-May-2023
Ref #: R-69751
Remote, Hybrid or Onsite: Hybrid
Description & Requirements
Locations: Chicago or Pittsburgh - Standard Business Hours
What do we bring to the table?
- Benefits begin immediately upon hire. Fully customizable medical plans (HRA- HSA- FSA)- 5 different carrier choices
- Prescription (Rx) card
- Full suite of additional plans: vision- dental- life- disability- adoption/family planning reimbursement- childcare- parental leave LiveWell lifestyle/well-being discount and rewards program (for example- $50 subsidy for fitness tracker)
- 18 days of PTO + 12 holidays (1 floating)- pro-rated to your start date. Once you are with us 5 years- it goes up to 23 days.
- 401(k) matching + extra 3% freebie company contribution
- Business Resource Groups (BRGs)
- Award-winning Ownerversity learning & development resource library
- Employee Assistance Program (EAP) for mental health support
- Learn more about life #hereatKraftHeinz on our YouTube channel!
Senior Contact Center & Service Delivery Manager at a glance
Kraft Heinz is currently hiring a Senior Contact Center & Service Delivery Manager for the Global Business Services team. This person will be responsible for creating a Digital World Class by digitizing the customer experience through multi-service line contact center management for Kraft Heinz employees- vendors and customers requesting services from the Global Business Services organization. This individual is responsible for establishing a single point-of-contact portal through ServiceNow that provides a one-stop-shop for all customer engagement- from initiation (via mobile- chat- voice- email- self-service- etc.) to resolution (case analytics) to closure (customer feedback analytics).
What's on the menu?
- Service Delivery Model: Develop tiered Service Delivery Model (Tier 0 – Self-service- Tier 1 – Simple- scripted responses- Tier 2 – Moderate complex- applying known solutions- Tier 3 – Complex- nonstandard inquiry requiring expert knowledge) for inbound customer inquiries- with specialization of case handling by segment- and cases by complexity – from self-service to complex and nonstandard inquiries requiring expert knowledge.
- Service & Organization Design: Establish a multi-function contact center- supporting all services delivered from GBS with a common channel strategy- allowing for cross-functional inquiry handling. Develop a multi-channel contact center strategy with a high level of automation- opportunities for continuous improvement (CI)- and focus on customer-centricity that supports GBS customers. Service requests are handled based on a common approach resulting in a GBS customer experience rather than a functional experience.
- ServiceNow Product Ownership: Leverage ServiceNow as the Kraft Heinz system of engagement to establish the multi-function- tiered Service Delivery Model. Build ways of working that unify all GBS Process Areas under one customer-centric Service Delivery Model- thereby creating a consistent- seamless customer experience rooted in process excellence- digital transformation- and customer centricity. Establish the ServiceNow implementation roadmap for GBS.
- Analytics & Information Management: Leverage advanced customer satisfaction measurement and platform analytics to drive customer experience improvements- workforce efficiency and GBS total cost of ownership in a consistent manner.
- Customer-Centricity: Builds and reinforces a customer-centric approach from Leaders to the operational workforce consistently across GBS.
- Employee Experience: This role will be responsible for the identification- design- deployment- and business adoption of the Employee Experience Center powered by ServiceNow. Represent GBS in employee experience center (EEC) ServiceNow initiative- as Kraft Heinz’s system of engagement- in partnership with HR- IT and Corp Comms. Provide simplified interface providing services as the customers want them- not as the function sees them.
Recipe for success: Apply now if this sounds like you!
- I have a strong working knowledge of contact center management- design thinking and digitization
- I have proven experience developing Service Delivery Models centered around Contact Center Management
- I have a strong background in recommending and applying technology solutions to address core business problems and improve customer experience
- I have a strong background and knowledge of ServiceNow platform
- I have the ability to influence and engage a diverse group of stakeholders and break down silos
- I have a strong focus on customer satisfaction and fostering a customer-centric culture
- I am highly proficient PC skills (specifically MS Excel- Word- PowerPoint- SharePoint and Outlook required)
Please note: This job posting is just a preview of the full scope of the position. A comprehensive job description is shared upon interview.
We hope to find you a seat at our table!
About Us
The Kraft Heinz Company is one of the largest food and beverage companies in the world, with eight $1 billion+ brands and global sales of approximately $25 billion. We’re a globally trusted producer of high-quality, great-tasting, and nutritious foods for over 150 years. Our brands are truly global, with products produced and marketed in over 40 countries. These beloved products include condiments and sauces, cheese and dairy, meals, meats, refreshment beverages, coffee, infant and nutrition products, and numerous other grocery products in a portfolio of more than 200 legacy and emerging brands.
No matter the brand, we’re united under one vision: To sustainably grow by delighting more consumers globally. Bringing this vision to life is our team of 39,000+ food lovers, creative thinkers, and high performers worldwide. Together, we help provide meals to those in need through our global partnership with Rise Against Hunger. We also stand committed to responsible, sustainable practices that extend to every facet of our business, our consumers, and our communities. Every day, we’re transforming the food industry with bold thinking and unprecedented results. If you share our passion – and are ready to create the future, build a legacy, and lead as a global citizen – there’s only one thing to do: join our table and let’s make life delicious!
Our Culture of Ownership, Meritocracy and Collaboration
We're not afraid to think differently. Embrace new ideas. Dream big. We empower our people at every level – from entry-level intern to senior leader – to own their work. We share a responsibility to think like Owners – to be mindful of the collective and sustained success of Kraft Heinz – which we apply to every situation, every day.
As part of Kraft Heinz, you're supported to grow and achieve. You’re expected to bring your authentic self to work every day, to lead with humility, and drive outstanding performance at every level – and you’ll be rewarded. You’re given opportunities to leave a mark and build a legacy. But you won’t do it alone. You’re supported by passionate teammates along the way, and our collective, collaborative spirit fuels our incredible progress.
Vaccination & Office Collaboration Expectations
Our highest priority is always the health, wellbeing, and safety of our Kraft Heinz family. We require our office-based, home-based, R&D, and sales team members to be fully vaccinated against COVID-19, unless approved for a medical or religious accommodation.
We believe our office environment fuels our collaboration, connection & community as an organization and allows our employees to grow toward greatness. We also believe providing a more flexible and agile model is essential in today’s workplace. A majority of our office-based employees will be able to work remotely for up to two days each week. Additionally, employees who are subject to this hybrid model will be eligible to work from anywhere for up to six weeks in a rolling 12-month period (in maximum two-week increments and according to benefits and tax guidelines). Some jobs may be required to be performed fully in office depending on the role’s responsibilities and requirements.
Kraft Heinz is an Equal Opportunity Employer - Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes. In order to ensure reasonable accommodation for protected individuals, applicants that require accommodation in the job application process may contact HRCompliance@kraftheinz.com for assistance.
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