Product Manager, Service Delivery Quality Assurance / NHQ19059 Job in Washington, District Of Columbia US
Product Manager, Service Delivery Quality Assurance / NHQ19059
Position Description: The Product Manager of Service Delivery Quality Assurance is responsible for implementing and maintaining a quality assurance system for defining service delivery standards and objectively measuring and regularly reporting on attainment of service standards. The product manager will be a proactive leader in initiating service delivery operational changes that increase customer satisfaction and retention and reduces customer complaints. Tasks and Activities bull; Lead in the development of sales for service professional training. bull; Lead in the establishment of a metric-based system for defining service delivery standards by leveraging existing organizational systems and implementing new evaluative tools to collect, analyze, and disseminate data and reports that reflect trends and opportunities. bull; In collaboration with the Policy and Procedure Product Manager and Divisions establish measurable performance standards and consistent procedures for service delivery activities including instructor performance. bull; Represent PHSS as a proactive champion for quality service delivery in the creation and update of operational policy, products, technology solutions, training, and strategies. bull; Collaborate with Chapter Operations and SAF to engage local Red Cross units in providing PHSS customers superior service when they interact with local Red Cross units. bull; Proactively lead in the promotion of processes, training, system improvements, products, and other tactics for creating annual increases in service delivery standards as measured through standardized objective evaluation tools. bull; In collaboration with PHSS leadership and Human Resources lead in the development of systems for rewarding superior service by PHSS employees and volunteers. Apply