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Escalation Program Manager, SAP Hybris CEC Line of Business Job

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Date: Sep 14, 2017

Location: Singapore, 01, SG

Company: SAP

Requisition ID: 155202
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

 

COMPANY DESCRIPTION

 

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

 

PURPOSE AND OBJECTIVES

SAP’s Customer Engagement and Commerce (CEC) Line of Business is charged with protecting and enhancing the reputation of SAP’s CEC Line of Business among all customers. To that end, when we encounter customer escalations within the LoB, we need to respond quickly, authoritatively, accurately and within established SLAs to resolve the escalation and bring the customer back into a standard mode of operation.   Enabling customer success is our highest goal.

EXPECTATIONS AND TASKS

The Escalation Program Manager in this function ….

  • Drives the de-escalation of highly critical, complex customer situations that span across the LoB
  • Responsible for external (customer, partner) and SAP internal stakeholder management
  • Engages with the LoB to involve the appropriate skillsets required to bring the escalation to a successful conclusion
  • Communicates the status of the customer within the LoB and with the customer based on established SLAs
  • Manages the full path from customer entry to resolution and handover to respective external and internal parties
  • Provides expertise to the Global Escalation Management teams and Mission Control Center (MCC)

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

College and/or University Degree desired (or equivalent education)

Masters of Business Administration degree preferred

Required skills

  • Several years of experience in leading large programs
  • Escalation management experience
  • Strong communication and customer relationship skills
  • Excellent English writing and editing skills
  • Experience in change management processes, program governance and program management
  • Ability to develop key strategies to resolve customer-issues and to communicate these strategies at the C-level

Preferred skills

  • Knowledge of the SAP Hybris CEC product portfolio and customer segment is strongly preferred
  • Knowledge of customer success programs/customer care
  • Experience leading Global Teams

WORK EXPERIENCE

  • 7-10 years project planning and coordination experience
  • 7 years client facing experience

 

SAP'S DIVERSITY COMMITMENT

 

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

 

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

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