Address
SalaryGeneral information
Country
United States
City
Remote Location
Department
Global Support
Job ID
39151
Description & Requirements
As the Global Automation & Transformation Leader for the Infor Customer Care organization, you will define and implement forward looking strategies across our portfolio. In the area of Automation and Transformation our sustainable success to providing long-term customer satisfaction and loyalty will be dependent on your vision and execution of a roadmap. You will gather insights through industry/competitive market sensing, customer feedback, matrixed product teams, and internal stakeholder inputs and use them in the value assessment and prioritization of the creation of new and evolution of tools, processes, and automation.
As the leader of the function for Customer Care, you will represent the vision and roadmap to senior executives within the Chief Customer Officer’s organization as well as key stakeholders (Product, CIO, Services, etc.) while guiding and interlocking with Infor’s overall tooling and process enhancements:
A Day in The Life Typically Includes:
- Selection/Implementation of New Tools for Customer Care – Create a vision and roadmap, working with our IT and Product Teams, on the tooling strategy for the future. Example is how to best leverage our new implementation of ServiceNow CSM into the future.
- Internal Customer Care Automation Opportunities – Many of our existing processes are manual or could be improved. In review of the processes, develop the skills needed to be able to script/automate key daily functions, develop interdependencies on our tooling and leverage new capabilities all in the spirit of driving efficiency and transform our services in automated or digital services by building a repository of assets -reusable components
- Process Transformation/Enhancement – Oversee process change management and transformation, across the teams globally, to align with the new tooling and automation strategies that are developed for the entire organization. Many of our processes were developed for the consulting and on-premise world, drive transformation with the Cloud in mind.
- Identification of Opportunities to drive AI – As we evolve our processes and tooling, maintain a vision on how the capabilities of AI can further improve our efficiency in partnership with our Product Teams, Development teams and Consulting colleagues
- Measurement- Implement the appropriate KPI’s to measure the impact and the value of the automation projects, in order to continuously improve and increase the value for customers and Infor.
Basic Qualifications:
- Experience in Enterprise Applications Managed Services and/or Customer Success knowledge of ERP applications and business use.
- Experience leveraging major tools suites in the ERP space.
- Experience with ServiceNow and AWS tooling, IT capabilities, expansion opportunities and potential roadmap for service and process automation.
- Experience with delivery of Managed Services in a SaaS environment.
- Experience in global models, with ability to recognize, vet, prioritize, and execute against critical regional requirements while driving global standards.
- Experience leading teams and performing team building exercises.
- Experience utilizing data and analytics to make informed decisions.
Preferred Qualifications:
- Bachelor's degree in a relevant field; MBA or equivalent advanced degree is a plus.
- Experience in the ERP space with a focus on Customer Care
- Customer facing experience
- Experience with the development of requirements
Location: US Remote (Dallas, TX/St. Paul, MN/Alpharetta, GA)
About Infor
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.
At Infor we value your privacy that’s why we created a policy that you can read here.
This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf
