Associate Director, Service & Support

Illumina San Diego , CA 92140

Posted 2 weeks ago

Position Summary:

The Service & Support Associate Director for training and communication is responsible for developing and managing all regional training needs for the AMR Service and Support team. Training Associate Director responsibilities include identifying training needs based on skills gap analyses, working closely with the head quarter training team to develop service and support learning courses and managing the training budget. To be successful in this role, this professional should have solid experience organizing trainings and educational curriculum. This person supports activities at all AMR Illumina solution centers and delivers best in class training to internal and external customers. This individual will build, develop and maintain high performing teams while ensuring process standardization and improvement. The Associate Director will be responsible for the execution of the company's strategic initiatives and will play a critical role in the overall delivery of exemplary support to our region by partnering with head quarter communications and supporting the delivery technical communication to the region. This individual will manage multiple priorities in a fast-paced environment.

Responsibilities:

  • Use performance reviews and skills gap analyses to identify training needs

  • Plan training programs based on business goals

  • Oversee learning activities, curriculum and resources

  • Manage quarterly and annual training budgets

  • Evaluate the results of learning courses

  • Implement coaching sessions and mentorship programs to establish a culture of continuous learning

  • Recommend new training methods based on best in class industry methods

  • Hire, develop, mentor, inspire and retain staff.

  • Ability to manage multiple functional manager level professionals

  • Develop annual departmental training requirements working cross functionally with HQ and regional leadership to execute plans across a distributed network of solution centers

  • Lead teams to develop, support, and execute departmental communications like tech calls and customer communications

  • Manage and lead logical teams as well as direct reports to execute on departmental technical solutions.

  • Recommend and implement best practices across the sub regional teams.

  • Own priority departmental challenges and delegate complex resolutions.

  • Meet or exceed established goals by utilizing best practice leadership and management principles.

  • Analyze data to improve the customer experience.

  • Understand and be responsible for productivity, customer satisfaction, and retention related KPIs.

  • Assist with development and implementation of policies and procedures.

  • Define and communicate Service & Support standards that will delight external and internal customers.

  • Ensure the necessary resources and tools are available for a quality customer service delivery.

  • Participate in launching new products and enhancing existing products with a focus on improving customer satisfaction.

  • Research and implement software solutions for improved efficiency, cost-reduction, customer service quality, and scale.

  • Promote high-quality Service & Support processes

  • Work cross-functionally with other senior managers to develop and execute strategic plans.

Preferred Experiential Background:

  • Master's degree or equivalent combination of education and experience.

  • 10+ years' experience in Customer Service including 5+ years of management/leadership of a Service team.

  • Proven experience selecting and implementing technology (CRM) solutions for Customer Service.

  • Ability to respond quickly to changing needs and adapt as necessary to meet new challenges.

Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you have a disability or special need that requires accommodation, please contact us at applications@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf


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Associate Director, Service & Support

Illumina