Digital Transformation Supervisor

At LG, innovation is the foundation of everything we do. We make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we make "Life Good" - from home appliances, consumer electronics, vehicle components and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting.
POSITION SUMMARY:
This position is responsible for oversight of the digital platforms and tools utilized by the Field Support Operations Support Team. Your responsibilities would include managing the sites and communication tools, and ensuring a seamless digital experience for technicians, service managers, managers, and agents. You will be accountable for optimizing efficiency, productivity, and the overall success of the Operations team.
KEY RESPONSIBILITIES:
Chatbot Optimization:
Review and enhance the functionality of the Field Support Chatbot for technicians and service managers, ensuring user-friendly and efficient interactions.
Data Analysis:
Gather data from multiple digital channels including Chat related functionality, CS Portal (CRM Tool utilizes to collect data and process requests), and a virtual Helpdesk (Zendesk), and analyze data and trends to ensure interactions are being managed based on service level expectations and success rates are maintained.
Process Improvement:
Identify gaps in current policies and processes that hinder efficient request processing; provide innovative solutions to enhance operations.
Training and Resources:
Develop and maintain training resources to ensure team members are well-equipped to utilize automated tools, such as Knowledge Base flows, for consistent and effective support.
Project Support:
Collaborate on projects aimed at process improvements to elevate automated digital support capabilities.
Dashboard Creation:
Design and optimize dashboards for reporting on metrics and projects related to the Helpdesk that supports LG Factory Technicians & Authorized Service Center, Field Support Chatbot, CS Portal, and LG Factory Technician Routing.
Status Reporting:
Deliver regular status reports to management, providing insights into the overall operational support landscape.
EDUCATION/EXPERIENCE:

• Bachelor's degree in business, digital solutions, or related field or related work experience with relevant software experience
• Strong problem-solving skills with the ability to work successfully in a fast paced and rapidly changing environment.
• Experience supervising digital operations for diverse teams, both locally and offshore.
• Excellent written, verbal, and interpersonal communication skills.
• Minimum 2 years Project Management experience preferred.
• Proficient in Microsoft Office Excel, Outlook, Word, Power-Point
• Experience with development and maintenance of live chat, chatbots, decision tree flows, and website maintenance.
• Travel: Generally, less than 25%
• Location: On-site position in Huntsville, AL

LG Electronics, USA Inc.; LG Mobilecomm USA, Inc., LG Mobile Research USA LLC, and Zenith Electronics LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.
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