This role is set to drive complex service experience initiatives across the Globe to optimize experience for Kraft Heinz’s consumers, customers, suppliers and employees across multiple delivery locations (US, EU, India, Mexico) and languages.
What's on the Menu?Identify and lead service experience driven transformational initiatives
End-to-end ownership of the service experience roadmap for the consumer facing vertical
Leading identified platform and tooling improvements and – where necessary – discovery, implementation, testing and full rollout to the fulfillers
Establish WFM for Tier 1 volumes across the support footprint, including identification and implementation of any necessary tooling
Establish and rollout quality audit practices for Tier 1 volumes across the support footprint, including identification and implementation of any necessary tooling
Recipe for Success: Apply now if this sounds like you!Master’s degree
10+ years of experience in customer experience, consumer operations or general operations
Proven track record of leading complex global cross-functional projects
Hands-on, skilled at managing multiple stakeholders and building relationship across the Globe, ability to work under pressure and tight timelines
Strong analytical acumen and ability to tell a story with data
Continuous improvement mindset and strong advocacy for the customer (Lean Six Sigma knowledge is a plus)
Ability and willingness to travel
We hope to find you a seat at our table! Location(s)Amsterdam
Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.