At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description The Case Management Lead is primarily responsible for overseeing, leading, and evaluating the effectiveness of customer-impacting workflows to ensure seamless and efficient service delivery. This role acts as a key partner across internal teams and external stakeholders, driving improvements in workflow design and automation to enhance customer experience and reduce manual, agent-assisted processes.DUTIES AND RESPONSIBILITIES:Primarily responsible for overseeing, leading and evaluating the effectiveness of customer impacting workflows. Align and collaborate with Operations and Voice of the customer teams to understand and resolve customer pain points and challengesChampion customer experience improvement in CRM workflow managementDrive automation and system improvement initiatives to lessen agent-assisted transactions and manual processesPartners with representatives of other internal and external groups to identify and address workflow design issuesIdentify performance improvements in existing workflows and recommend enhancements Identifies and effectively prioritizes workflow design requirements and regularly communicates updates to stakeholders Engage key stakeholders and participate with them on monitoring and reporting progress of work streams. Define the high level requirements, governance, metrics, and management practices to be used for case management.Set overall direction for the team and conduct mobilization team orientationSupervise and lead project plans, assign action items as needed, track progress, cascade updates and changes within and outside the CXM organizationWork closely with other development teams to ensure the end to end solution meet the business requirementsBe aware of security implications when implementing solutionsMaintain accountability for the delivery of program capabilities and business resultsProvide regular reporting to management Disseminates information to all stakeholders in a manner that will help facilitate and help ensure front liner and customer change management prior launch datesFacilitate discussions on system improvements concerning workflow managementProvides user requirements and follow through to ensure end to end solution is metAlign with contact center BPOs on workflow challenges, gathers insights and engage them as stakeholders in redesigning CXKPIs:NPS% Case Resolution% Repeat Reduction% Reduction in Manual Processes% End to end automation in GlobeOneInternal Customer SatisfactionIndividual Development PlanCXM OpexCOMPETENCIES:Critical thinking to dissect performance issues and identify root causes and solve problems Strong orchestration, consultation, facilitation and communication skillsAn ability to work autonomously and collaborativelyExcellent attention to detail, with strong organizational skills Experience in Project Management Experience in CRM development and integration preferredSKILLS:Soft Skills: Creative Communications, Relationship DevelopmentHard Skills: Project/Program Management, Change ManagementCertification/License: Change ManagementEqual Opportunity EmployerGlobe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed hereMake Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.