Implementation Team Lead

About Bazaarvoice

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.

It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!

The Implementation Team Lead role is organisationally part of Global Services and responsible for leading a slice of the Client Technical Services organisation comprised of individuals that interact with our customers on a daily basis to resolve technical issues and provide best practices guidance.

The Implementation Team Lead will report to the manager of Implementation team, but have HR line management responsibility for a small team of direct reports and be responsible for coaching, mentoring, and ensuring the operational compliance of their team. This is very much a player/coach role that is required to work during North American business hours.

Responsibilities

Coaching and Mentoring . This role will be responsible for the regular coaching and mentoring of a small team of direct reports which will include:

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Having 1:1 sessions,

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Allocating resources,

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Ensuring employees are up to speed with the latest processes and assisting in rolling out organizational and process changes.

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Leading recruitment for backfills,

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Coordinating new hire orientation,

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Managing training plans

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Ensuring holiday coverage.

Quality and Customer Satisfaction . This role will be responsible for providing a high level of oversight by

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ensuring quality of delivery,

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shadowing calls and interactions to provide real-time feedback,

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maintaining and improving team’s capabilities by recommending changes to day-to-day operations, standards, policies and procedures,

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dealing with both internal and client escalations.

Cross-functional engagement . This role will thrive on solid relationships across the various internal Bazaarvoice teams and will have the innate ability to instill confidence within those various teams. Reporting and Monitoring . This role would provide reporting throughout the quarter of various KPIs that are important to the business as well as to the team internally and be proactively managing stakeholder satisfaction. Operational Excellence . In order to maintain the process knowledge and delivery acumen, this role will be assigned some operational responsibilities, including but not limited to:

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Effective resource management

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Performance and process improvements

Preferred Skills and Experience

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Proven experience developing, managing, and delivering successful processes from conception through implementation, measurement, and analysis.

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Ability to create instructions and document processes with the highest level of detail.

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Drive for operational excellence and experience with complex processes and the organization/diligence to create and maintain a flawless operational pathway to success.

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Experience managing, mentoring and coaching people, ideally in technical support roles.

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Proven written and verbal communication and presentation skills with multiple levels of an organization, including interaction with senior level business partners within the company.

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Proven experience collaborating with cross-functional teams.

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Stakeholder management experience

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Solid understanding & experience with ticketing systems and workflow.

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Process driven; ensuring process adherence and consistently looking for ways to improve processes that drive efficiency without sacrificing quality of service.

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Ability to manage multiple priorities in a dynamic environment and go above and beyond what the stakeholders expect.

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Ability to work effectively with ambiguity and get things done even when the answer isn’t easy or obvious.

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On-Time, reliable, and trustworthy with a strong work ethic.

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Self-motivated, self-confident team player that can work well in a fast-paced environment.

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Analytical, problem solving and detail-oriented with a focus on exceeding expectations.

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Experience working in a client-facing role (preferably in application/software support).

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College degree or equivalent education/job experience.

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Highly computer literate with in-depth knowledge of MS office and web-based systems.

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Essential technical knowledge: solution design and implementation experience, knowledge and working experience with python, SQL & JSON, experience manipulating data in various formats (.xls(x)).

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Strong English communication skills