CX Digital Production Manager

Logitech; Ciudad de México; Híbrido; MXN 1,203,000 - 1,548,000; Jornada completa

Descripción de la vacante

A leading tech company in Mexico City is seeking a CX Digital Production Manager to oversee the creation of engaging educational materials and manage the CX Digital Content Center of Excellence. This role involves collaboration across multiple teams to ensure a seamless customer experience, requiring strong leadership and technical skills. The ideal candidate has 5-10 years of relevant experience, excellent communication, and the ability to manage diverse content projects. Enjoy a hybrid work model and a supportive work culture.

Servicios

Comprehensive benefits packages

Flexible working environments

Support for physical and financial wellbeing

Formación

• 5-10 years of relevant experience in customer experience.
• Project Management certifications and/or experience.
• Strong knowledge of customer care processes and techniques.

Responsabilidades

• Manage the CX Digital Content Center of Excellence.
• Develop video and audio content related to customer needs.
• Investigate new technologies for application in support structures.

Conocimientos

Business acumen

Excellent communication skills

Team player

Analytical skills

Fluent in English

Video script writing

Educación

BS/BA degree in technical field or equivalent experience

Descripción del empleo

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

Job Summary:

As the CX Digital Production Manager you are responsible for driving and creating entertaining, effective, educational material to be expressed through multiple formats and content delivery channels. You are also responsible for managing the CX Digital Content Center of Excellence, ensuring that the team is adhering to Logitech values and goals set by the Heads of CX with the intent of propelling Logitech CX into a modern, accessible, and seamless customer experience. This role requires outstanding execution and follow-through to ensure we deliver amazing experiences to our customers.

In this role you will guide and execute content creation with a level of autonomy, but also work in tandem with other content creators. You will frequently work with multiple organizations and require a thorough knowledge of both the Customer Experience org, as well as various cross-functional verticals within Logitech. You will report on ROI and various KPIs set collaboratively by you and by colleagues including Heads of CX. You will also be responsible for presenting timelines and overarching plans for the Digital Content Center of Excellence team to accomplish goals as set by Heads of CX.

Finally, you will be expected to contribute to the overall direction of the CX customer experience by helping to proactively assess our support sites and internal knowledge base for new and innovative ways to improve productivity and deflection.

Job Responsibility:

• Manage the CX Digital Content Center of Excellence including project management and long term plans.

• Work directly with the CX and NPI & Knowledge team to further progress projects related to content management.

• Develop video, audio, and other content around contact drivers that impact our customers the most as well as content that will help empower agents.

• Set a clear mission and deploy strategies focused towards our mission while ensuring proper follow-through and partnerships.

• Provide ad Hoc reporting and analysis on efficacy and ROI of implementations as well as future plans, and creating presentations for varying audiences

• Investigate new technologies and become an expert in how to apply them towards our support structure (augmented reality, 3D, etc)

• Partner and transform training content and customer facing content.

• Work directly with marketing and global partners to ensure a high quality standard that meets our guidelines.

• Assist and participate actively in ad-hoc projects as set by manager

Knowledge and Skills:

For consideration, you must bring the following minimum skills and behaviors to our team:

• Strong demonstrated business acumen and tactical business judgment.

• Excellent communication & presentation skills (written & oral) at all levels of the organization.

• Ability to work across multiple countries to support diverse needs and cultural/legal requirements relating to Customer Care operations.

• Excellent interpersonal skills. Responsive to customer and business requests.

• Strong team player who operates with high levels of integrity, trust and respect for the individual. Must take an authentic approach to collaboration leading to collective success across the broader end-to-end organization.

• Analytical and organizational skills. Ability to analyze statistics and compile accurate reports

• Fluent in English (written and spoken), any other language is a plus

• Technically savvy, and ability to quickly learn new technology

• Video script writing, filming and editing, 3D software, experience is a must.

• Must thrive in a fast-paced environment

In addition, preferable skills and behaviors include:

• Creative approach to enhance customer experiences

• Independent and creative thinker

• High energy & enthusiasm with the desire to have fun and laugh while getting the job done

• Strong bias for action; ability to juggle multiple priorities and effectively deliver in a fast-paced, dynamic environment

Qualifications:

• BS/BA degree in technical field or equivalent work experience

• Minimum 5-10 years of relevant experience

• Project Management certifications and/or experience

• Strong and verifiable knowledge of customer care processes and techniques

• Strength in multi platform creation with a focus on customer and internal facing media

#LI-AL1

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at [phone] for assistance and we will get back to you as soon as possible.