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Bloomberg

Chief Product Owner- Customer Service Strategy & Execution

Bloomberg
New York, United States
Posted 15 days ago Permanent Competitive
Chief Product Owner- Customer Service Strategy & Execution
Who we are:
Bloomberg is the global leader in business and financial data, news and insights. Using the power of technology, we connect the world's decision makers to accurate information on the financial markets - and help them make faster, smarter decisions.

Workplace Operations & Supply Chain, through our services and applications provide an employee experience that drives innovation, collaboration, productivity, and transparency. Our Global Employee Operations Team is central to this effort by providing platinum support to 21,000 employees and more than 500,000 annual visitors in more than 170 state-of-the-art offices around the world!

We are a close-knit, hardworking team who rely upon a complex set of proprietary and third-party systems to deliver the services we provide; and those systems are the key to understanding where we are successful, and where we can develop.

Our 21,000 employees generate more than 320,000 service requests each year through a ticketing system that drives both human and automated services-from software download to a Desktop dispatch. We handle approximately 400+ software titles, as well as monitoring our entire corporate network that consists of 28,000 PCs, 50,000 screen displays and 120,000 network connections.

The Opportunity:

We are looking for a Chief Product Owner to drive our employee support strategy and execution as part of our global leadership team based in New York. In partnership with our regional Service Delivery Product Owners, you will be accountable for developing the strategy and driving the delivery of all aspects of Bloomberg's employee technology customer service experience. You will be responsible for understanding the business landscape, communicating the vision, and crafting a customer service strategy that focuses on the support of the employee technology experience with an emphasis on operational excellence.

Areas of focus include operational strategy and execution, support of the technology lifecycle, knowledge governance, process documentation & automation, and more. You will bring creative thinking, knowledge of customer service and IT support industry best practices, and innovation to drive process improvements and change. In this role you will be responsible for leading an agile team to ensure results are delivered in adherence to performance KPIs and SLAs centered on an exceptional employee experience. In addition, you will demonstrate excellent communication skills to partner with our regional people leaders across wider support groups to ensure maximum levels of employee experience are achieved for both our end users and the teams servicing them globally.

We'll Trust you to:
  • Establish our customer service priorities and align strategic objectives
  • Through an agile framework, deliver on product increments
  • Collaborate with other internal groups such as CTO, Supply Chain, Facilities, Engineering, etc.
  • Communicate with and manage stakeholders at all levels, flex style as needed to inform and influence outcomes
  • Draft key objectives and results, strategies and apply the data for the operation to make business decisions.
  • Evaluate and partner with regional leaders to manage key performance criteria such as response and resolution times, first contact resolution rate, quality assurance and customer satisfaction scores driving change where needed to deliver an exceptional employee experience
  • Assess internal and external factors that can affect outcomes, leverage problem solving and influencing skills to ensure project plans deliver on intent
  • Understand industry trends in the customer service space to contribute to the user-experience strategy
  • Promote team synergy among operational partners, stakeholders, and vendors
  • Identify impediments and take a proactive approach at finding ways to remove roadblocks
  • Be an effective decision-maker to balance risks and benefits for the overall good of the organization
  • Deliver thoughtful change management strategies and rollout of new products

You'll Need to have:
  • Experience in managing a global customer service organization with 24-7 support that delivers a best-in-class service
  • Proven track record of time management, prioritization, and balancing needs in a complex environment
  • Superior communication skills and the ability to work both independently and collaboratively
  • Strong analytical abilities with a passion for data and evidence-based decision-making
  • Ability to create positive relationships across functions within a large organization, responding with empathy to understand our customer's needs.
  • Ability to combine human stories and needs with data insights to identify a compelling path forward
  • Ability to work in diverse work cultures and comfortable with non-hierarchical organizations
  • A thorough business acumen that combines process design, workflow optimization, product development, and operations to deliver successful outcomes
  • Ability to work in a global organization with a customer first mindset

We'd Love to see:
  • An innovator comfortable articulating a bold vision, creating a strategy around it, and executing it.
  • An adaptable problem-solver who is impatient with the status quo, seeks to make things better, and is not afraid to make bold decisions in ambiguity
  • A hands-on leader who builds transparency, values collaboration, holds self and team accountable, and can link what we do and why we do it to empower the team around them to think beyond specific tasks, understand the goal, and drive value for the business
  • Experience in creating and advancing strategy, process implementations, and life cycle support of corporate PCs, laptops, and mobile devices
  • Knowledge of various means of corporate device life cycle management such as DaaS
  • Innovative approach to spotting gaps and seeking opportunities to incorporate industry best practices and technology to enhance and advance existing processes and workflow
  • Experience in creating robust knowledge base articles that serve both our internal support organization as well as external stakeholders as self-help tools

Job ID  108981
ABOUT COMPANY
New York, United States
10000 Employees Accounting & Finance
What is Bloomberg? Our teams unleash the power of information and technology to organize, understand, and improve our world. Our 325,000+ global cust...
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