Senior Implementation & Escalations SME

SmartRecruiters, Inc.; Bogotá ciudad; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Merit increase

Paid training

Partner discounts

Insurance plan

Referral program

Rewards program

Paid time off

Descripción de la vacante

SmartRecruiters, Inc. is seeking a Subject Matter Expert (SME) to support Implementation Project Managers with complex implementations, cases, and escalations, ensuring adherence to processes and SLA commitments.

The SME will monitor operational performance, drive continuous improvement, and partner with cross-functional teams to optimize customer experience and successful project delivery. This role requires strong problem solving and stakeholder management in a fast-paced environment.

Formación

• Bachelor's degree or equivalent professional experience in a related field.
• 3+ years in project management, implementation operations, customer success, or related operational environment.
• Strong understanding of project execution, escalation management, queue management, and process compliance.
• Ability to analyze operational metrics, identify performance gaps, and drive continuous improvement.

Responsabilidades

• Provide subject matter expertise and escalation support to IPMs handling complex implementations and customer escalations.
• Manage and prioritize Implementation Project and Case queues with timely resolution and SLA adherence.
• Monitor key performance metrics such as CSAT, DSAT, Cycle Time, and order accuracy; identify trends and risks.
• Review customer dissatisfaction cases and process gaps, driving corrective actions.
• Collaborate with cross-functional teams to resolve blockers and improve implementation effectiveness.
• Deliver coaching and process guidance to IPMs for compliance and improved customer experience.

Conocimientos

Project management

Escalation management

Queue management

Process compliance

Analytical skills

Communication

Stakeholder management

Multitasking

Educación

Bachelor's degree

Herramientas

CRM

Case management systems

Project tracking tools

MS Office

Descripción del empleo

SmartRecruiters, Inc. is seeking a Subject Matter Expert (SME) to support Implementation Project Managers with complex implementations, cases, and escalations, ensuring adherence to processes and SLA commitments.

The SME will monitor operational performance, drive continuous improvement, and partner with cross-functional teams to optimize customer experience and successful project delivery. This role requires strong problem solving and stakeholder management in a fast-paced environment.