Service Operations Analyst/Manager

Client Devices & Services Reverse Logistics team is responsible for delivering innovative and cost effective post-sales experiences. You will join a dynamic, creative, and fast-growing team, that defines the service offerings for client devices.- Manage customer escalations and coordinate resolution efforts with key cross-functional stakeholders (internal and external)- Orchestrate escalation process from intake to resolution, diligently tracking response and resolution SLAs- Consult with Operations escalation leads on critical issues, and prior to implementing a major process changes- Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and influencing others towards action and change.- Lead improvements by monitoring and developing reporting dashboards to proactively monitor trends and customer issues- Deep dive Voice of the Customer, analyze data, and identify opportunities to improve the customer experience- Facilitate and report on daily and/or weekly metrics reviews to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources- Review repair reports to support invoice validation