Manager, Excellence Programs

Requisition ID: 146813

Work Area: Customer Service and Support

Expected Travel: 0 – 20%

Career Status: Management

Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

JOB SUMMARY
The Excellence Programs Manager’s primary responsibility will be lead, manage and develop a global team to support the global Ariba Customer Support team in the areas of learning, development and quality. The Manager will partner with the operational leaders in Ariba Customer Support to deliver world-class customer service to our customers and to support the growth of our team and company.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Creates, maintains and improves all on-boarding and functional, technical and soft skills training programs for the Customer Support teams to ensure readiness to perform job duties, transparency of service and a quality customer experience.
• Creates, maintains and improves a quality program and supporting tools for Commerce Support to ensure continuous individual improvement and employee development in partnership with the Commerce Support leadership team.
• Develops and communicates clear vision, priorities and goals for the team. Ensures team members have the resources available to meet established goals. Ensures smooth and efficient operations. Supports ongoing development on the team.
• Ensures that all programs support globalization of the business. Works in conjunction with other Ariba and SAP teams to implement best practices and to improve programs and the customer experience.
• Consistently models all Customer Support success behaviors in the areas of customer service, business writing, time management, coaching, change management and problem solving.
  All other duties as assigned.

  MINIMUM QUALIFICATIONS
  

• Bachelor’s degree or equivalent required.
• Minimum of five years working experience required.
• Strong procedural knowledge of global Customer Support operations required.
• Experience in working with individuals from diverse cultures required.
• Experience in designing and delivering training required.
• Experience in process improvement and project management preferred.
• Exceptional communication and team building skills.
• Exceptional coaching and people management skills.
• Strong problem solving, analytical, and organizational skills.
• Ability to continually adapt and modify processes, style, and approach in an ever-changing work environment.
• Ability to work well under pressure.

SAP’S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: C areers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

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