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Principal, Customer Service Operations (R-13530) at Dun & Bradstreet in Jacksonville, Florida

Posted in General Business 30+ days ago.

Type: Full-Time




Job Description:

Why We Work at Dun & Bradstreet

Dun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,000+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us!

We have an immediate opening for a Principal in our Service Operations Team, which is a multi-functional Team that serves as the catalyst for evolution and innovation within the Global Customer Service organization.

The Principal, Service Operations, will be the SME for Channel Management in Global Customer Services (GCS), owning the roadmap and strategic direction for the major customer-facing tools that we use, including Telephony, Chat and our Digital Service Center. The individual will lead our ongoing drive to push issue resolution closer to the customer.

The Principal, Service Operations, will also provide analysis, reporting and support in their areas of expertise.

The Principal, Service Operations, will be expected to lead cross-functional teams addressing improvement opportunities in GCS and to serve as a mentor to other members of the Team.

The role covers a global footprint.

Responsibilities include:

  • SME on standard Customer Service channel tools (Telephony and Chat) and our Digital Service Center. Responsibilities will include some tool configuration, call flow design, system administration, troubleshooting, etc. An understanding of how these tools integrate with Salesforce will be a strong plus.
  • Will be responsible for managing the relationship with the incumbent Vendors.
  • Must be able to develop and document Requirements Definitions for tool enhancements, working with the business to understand their needs. Will work with our Technology Partners to creatively design solutions using the best mix of D&B technology and new products.
  • Owner of the Tool Roadmaps and responsible for prioritization of development activities to meet overall GCS needs.
  • Provide consulting regarding industry trends, researching and evaluating new solutions for their area of expertise. Develop and bring forward the business case for solutions that will improve GCS processes, etc. May also project manage the implementation of new tools or enhancements, conversions or change efforts on a global basis.
  • Will enable and drive global continuous improvement initiatives, process re-design, etc. and directly contribute to a spirit of continuous improvement within GCS by proactively sharing ideas, knowledge, expertise, etc.
  • Responsible for the development of metrics, dashboards and other management information, and for the reporting cadence that flows from them. Responsible for the analysis of results and for highlighting the underlying causes of issues.
  • Will be asked periodically to lead deep dives into issues highlighted by GCS Leadership. This could include collaborating with associates both in and outside GCS on a global basis. Incumbent will be expected to develop recommendations for management action.

    • Requirements:

  • Undergraduate Degree or equivalent work experience required (8+ years).
  • Knowledge of D&B Global Customer Services, or experience in a similar environment, is preferred.
  • A passion for driving improved customer satisfaction.
  • Strong skills in dealing with large volumes of data, and producing management insights from the data, is required.
  • Ability to prioritize workload across multiple initiatives, with excellent attention to detail.
  • Strong Project Management skills.
  • Strong Microsoft Office skills, particularly Excel, Visio and Project.

    • Soft Skills include:

  • Good communication skills
  • Team player, able to collaborate
  • Positive attitude
  • Strong work ethic
  • Ability to handle complex issues, and to deal with ambiguity.
  • Facilitation Skills
  • Coaching Skills
  • Consulting Skills
  • Influencing and Negotiating Skills

    • Equal Employment Opportunity (EEO): Dun & Bradstreet is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. View the EEO is the Law poster here and its supplement here. View the pay transparency policy here .

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