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Dell Senior Advisor, eComm Customer Satisfaction (CSAT) Regional Lead in Round Rock, Texas

Senior Advisor, eComm Customer Satisfaction (CSAT) Regional Lead

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company – we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as the Senior Advisor of CSAT on our team in Austin, TX.

The Senior Advisor, eComm CSAT Regional Lead will report to the Global eComm CSAT Manager and will support US For Work (Small Business segment) online transformation efforts to continuously improve Customer Experience across eCommerce. This role will coordinate with regional CSAT teams globally to deliver continuous improvement in the online experience in all areas of Shop, Buy and Own on Dell.com. The successful candidate will be part of a strategic organization which will redefine how customers purchase computers, electronics and accessories online.

You will:

  • Identify CSAT improvement opportunities on Dell.com. Lead projects to address and improve CSAT scores for your region.

  • Partner with IT CSAT and Global team members to support implementation of Global-level CSAT projects.

  • Partner with eComm Design Experience teams to ensure future site improvements are optimized for regional CSAT.

  • Continue to improve Ease of Use & Completion of Purpose scores to exceed Regional monthly AOP targets.

  • Track & communicate metrics, progress & activities. Responsible for reporting results to local Dell.com teams.

  • Utilize online analytics and exploratory research techniques to identify efforts to improve CSAT results across CSB dell.com sites.

  • Leverage eComm CSAT best practices from other regions and outside the industry.

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements:

  • 3+ years of experience in Customer Satisfaction improvement programs in a Fortune 500 company, with a focus on eCommerce CSAT

  • Overall 7+ years of experience in a combination of marketing, eCommerce and customer operations

  • Understanding of best practices in CSAT measurement, analysis and reporting

  • Has delivered positive improvements in CSAT scores by influencing and participating in business projects

  • Program Management experience

  • Strong ability to influence others using command skills

  • High degree of organizational agility

  • Proven ability to drive new initiatives and deliver results with significant business impact

  • Can develop professional presentations to clearly communicate across the organization and up to Director and VP levels

  • MBA preferred

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Application closing date: 26 Feb 2021

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy) .

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