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Dell CFS Self Service: Cross Product Manager in India

Business Operations Consultant

We’re proud to be in the solutions business at Dell Technologies. And our business solutions are built on deep analysis and insight. Our Business Operations team within Business Support develops solutions to current and future challenges. We support activities ranging from marketing and manufacturing to maintenance and more. We define scope and objectives based on a thorough understanding of end users, business needs and processes. From analyzing, evaluating and documenting requirements through to specifying solutions, we strive to improve processes and maximize potential.

Join us as a Business Operations Consultant on our Business Support team remotely to do the best work of your career and make a profound social impact.

What you’ll achieve

The Customer and Finance Services (CFS) team at Dell is focused on building an industry-leading set of online self-service OTC (Order to Cash) & QIM (Query and Issue Mgmt.) support experiences for our customers across all our global product and market segments.

We are looking for an experienced self-service Product Manager to lead our cross-product alignment activities within a multi-year digital transformation of our Order Support/Customer Care online self-service ecosystem . This is the perfect role for someone who is passionate about customer-focused experiences, has a strong product sense, and driven by business outcomes.

In this role, you will own the E2E Customer experience for how customers traverse between adjacent product capabilities to make it easier for them to fully unlock the value out of our online ecosystem of OTC (Order to Cash) & QIM (Query and Issue Mgmt.) support products and services. You will play a key role in driving the success of our customers using our online products and services to run their business.

You will:

  • Develop a deep understanding of our customer segments and advocate relentlessly for the best product user experience on their behalf through market research, experimentation, user testing, and data analysis

  • Define and evangelize your vision for in-product engagement & adoption growth across the organization

  • Build the engagement growth roadmap that drives customer success and work closely with a variety of stakeholders and cross-functional teams to execute the roadmap by planning and prioritizing objectively

  • Set your IT business partner team for success by collaborating closely with them in sprint activities, providing them with relevant user stories, and guiding them in the estimation

  • Clearly present your findings and recommendations from experiments to executives and key stakeholders

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

• 12–15 years of related experience

  • Experience in product management within a Customer Support environment; ideally with a heavy focus on development & successful adoption of an online self service ecosystem of capabilities. Deep knowledge of the existing foundational order support product set (GOSS, Delta, eSupport, CCE) within Dell is a preferred requirement

  • Good understanding of customer lifecycle and ability to build creative user experience

  • Experience designing, implementing, and analyzing A/B/n tests

  • You have strong analytical skills. You understand cohort analysis, segmentation and know how to derive insights from large amounts of data

  • Willingness to present and defend your ideas to executives and key stakeholders

Desirable Requirements

• Bachelor’s degree

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:

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 Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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