Sr Director Technical Solutions & Business

LG's Mission is to be #1 by creating a better life for our customers. At LG we make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we offer the latest innovations to make “Life Good”! As a global leader, we strive for greatness not only in the products we make but in our people. That is why we are currently seeking the newest innovator to join our dynamic team

We are currently seeking a Sr. Director, Technical Solutions & Business in our Air Conditioning Technologies to join our dynamic team in the Alpharetta GA, as part of the Air Solutions Team!

What We Can Offer You

Culture for Growth | Top Notch Employee Health & Well Being Benefits | Every Voice Matters | Global Reach

What You Will Do

We are currently seeking a Sr. Director, Technical Solutions & Business Systems to join our dynamic team in Alpharetta, GA as part of the Air Conditioning Technologies, Technical Team!

Position Description

The person in this role will lead the business systems, technical call center and technical training activities for LG Air Conditioning Technologies (ACT), including responsibility for systems that enable those functions including SFDC Sales and Service Cloud, Product Information Management (PIM), Learning Management System (LMS), and ACD system. The role will also have significant cross-functional responsibility including leading the daily and weekly continuous improvement activities within the entire ACT division and developing comprehensive analytics suites focused on driving proactive actions to improve pre- and post-sales customer experience. Responsible for additional activities within ACT, including oversight of 6 ACT facilities and participation in QA/QC activities.

• Deliver comprehensive visions, strategy and plans for technical call center, technical training, ACT Continuous Improvement program and analytics suites.
• Lead operations and support of ACT business systems - SFDC Sales and Service Cloud, Product Information Management (PIM), Learning Management System (LMS), and ACD system. Oversee design and implementation of new capabilities in ACT business systems, including analytics and dashboarding.
• Focus on achieving industry-leading customer experience in both Training and Technical Call Center teams. Implement innovative process and technology solutions to improve internal effectiveness and customer experience.
• Lead team to achieve monthly KPI’s as established by Operations leadership, with countermeasure and initiatives reported to senior leadership on a monthly basis. Focus on delivering improvement and enhancements within call center and technical training operations to meet increasingly aggressive KPI’s over time.
• Ensure new technical training content is developed on a timely basis that is coordinated with ACT Product Roadmap and New Product Introductions (NPI’s). Ensure existing training is reviewed (and revised as necessary) on an annual basis.
• Achieve dramatic improvements in customer satisfaction of Training and Technical Call Center teams as measured by Net Promoter Score (NPS), providing material contribution to achieving overall LG ACT NPS goals.
• Lead Continuous Improvement activities across ACT division. Evolve continuous improvement approach into durable ACT management system, including establishing guidelines and certification structure with regular improvement events across all functions.
• Develop and oversee comprehensive analytics suites to report on call center/technical activities with an exception focus, provide proactive insights to anticipate corrective measures, and administer Service Champion participants.
• Work effectively cross-functionally across all functions in ACT and LG HQ
• Oversight of 6 ACT training academies and office facilities. Oversight and administration of all LG Associate Academies in US, including ensuring reporting of Associate Academy training activities and compliance with LG Associate Academy expectations.
• Manage and control departmental expenditures within budget including travel.
  
  

Key Leadership Competencies

• Customer-Focused: Communicates and supports a vision for the Technical Operations Team that generates excitement, enthusiasm and commitment to ACT mission to serve and partner with our customers. Engage in breakthrough thinking (“think out of the box”) and be willing to take risks. An inspirational role model and visionary, who is always leading and advocating for the customer.
• Business Acumen: Strong analytical skills balanced with sound business judgment. Able to effectively analyze complex financial and business issues and develop appropriate solutions to improve performance through continuous improvement in a timely and responsive manner.
• Results-Driven: Broad business-oriented thinker with a global perspective, who is capable of delivering world-class results against aggressive goals and stretch targets.
• Solutions-Oriented: Creates a climate that encourages innovation and receptivity to change. Manages change and implements effective change strategies to realize goals and objectives of the group.
• Thought Leadership: Foresees future trends and events and works with the team to develop strategies to face future challenges and meet the needs of internal and external customers and other stakeholders.
  
  

Job Requirements

• Bachelor Degree required (Master Degree preferred)
• Ten years of experience is required
• Strategic planning, critical thinker, analytical and strong business acumen skills
• Tactical execution capabilities with proven track record of delivering business results against aggressive goals and stretch targets
• Deep continuous improvement experience (Lean/6σ), with proven track record of development and implementation of CI tools and structure
• SFDC Sales and Service Clous experience a plus
• Experience implementing analytics platforms, especially in SFDC environment
• Technical leadership experience, including training and field support
• Worked in a non-USA based environment
• Excellent communication skills
• Strong project management skills
• Ability to work/ lead initiatives cross functionally and across ACT business
• Experience working with emerging or new companies and building an infrastructure
  
  

Salary Range $172,000- 200,000

This base pay range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.

At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.

In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take in account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies, where applicable, the salary range listed may not reflect all geographic differentials applied.

Pay Transparency Range (Low)

175,000.00

Pay Transparency Range (High)

202,000.00

Company

LG Electronics U.S. (LGEUS)

Job Function

Operations