Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading full-line retailer providing merchandise, related services and quality brands such as Kenmore, Craftsman, Diehard and Lands' End. We offer a wide range of home merchandise, appliances, electronics, apparel and automotive products and services through more than 2,400 Sears-branded and affiliated stores in all 50 states, Puerto Rico and Canada. We also offer a variety of merchandise and services through specialty catalogs and sears.com. Our web-to-store and store-to-web capabilities add even more convenience to our customers. We are also the nation's largest provider of home services, with more than 13 million service calls made annually.
The Client Support Manager is responsible for the planning, execution and daily operations of a manage services program including a team of 5-15 agents representing a ServiceLive commercial / enterprise buyer. This includes the direct P&L accountability for producing and tracking project results to ensure service level agreements are met while planned program EBITDA results are achieved. This role provides a single point of contact for day to day operations of the program and is responsible for seeing the functionality through implementation. The Client Support Manager will closely partner with internal business partners, external vendors and customers to drive project success understand impacts and make business decisions to improve results.

�Dynamic and results-oriented, with positive attitude and solid work ethic
�In-depth understanding and experience in applying six sigma methodology to improve process, perform gap analysis and reducing cost to improve margins
�Demonstrated leadership skills with regards to delivering results, effective team and organizational management
�Extremely driven and highly regarded for broad range of knowledge and experience in the field of service delivery.

Job Responsibilities
Directly manage day-to-day operational aspects of a manage service team, project and scope

Team Management
�Coaching team for improvement, monitoring and managing performance through side-by-side coaching, performance reviews, goal setting, and deficiency management.
�Deliver client�s expectations through daily, weekly and monthly staff coordination to optimize efficiency
�Participates in the interviewing process and makes hiring recommendations.
�Appropriately addresses human resources issues, such as attendance and interpersonal conflicts in the workplace; consults Unit Manager and/or HR for guidance as needed.
Program Management
�Anticipate bottlenecks, provide management escalation, project prioritization, make tradeoffs, balance the business needs versus technical constraints, and drive initial partner deployments.
�Develops metrics and measurements to communicate progress and status. Develop and document best practices
�Work collaboratively across groups to secure buy-in and drive issues to resolution
�Acts with urgency to meet and resolve customers' needs and problems and develop associates' and vendors� commitment to act with urgency
�Oversee complex process and system interdependencies in order to ensure successful project execution
�Transform business plans into executable projects

Qualifications
1. Hourly Associate must have 6 months of continuous service in current position
2. Salaried Associate must have 12 months of continues service in current position and apply via Sears Internal Talent Gateway system.
3. Must meet/exceed current position�s performance and score a 3 or higher Organization Values
4. Must not currently be on an attendance-related PPI/corrective
5. Must not have been placed on any ethics PPI in the last 30 days
6. Must not currently be on a performance-related PPI
7. Must not be placed on a PPI during the entire selection process.
8. Prior experience leading a team or business group responsible for delivering results a must
9. Prior experience with P&L, financial or goal/metrics accountability a must
10. Strong Microsoft Excel and Access skills, versed in Microsoft applications
11. Solid understanding of web based applications, programs and online marketplace models
12. Excellent oral and written communication skills
13. Produce and provide ongoing analysis of CTQ (critical to quality) metrics and provide on-going communication of performance data to all levels of associates
14. Ability to handle stressful situations and work in a fast-paced environment
15. Strong quantitative and analytical skills, specifically with respect to understanding operational economics and multivariable route optimization models
16. Bachelors Level Degree desired
17. Six Sigma Training and Experience desired

A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:

Medical and Dental Plans

Health Care and Dependent Daycare Flexible Spending Accounts

Short and Long-Term Disability

Company Paid and Optional Life Insurance

Business Travel Insurance

Merchandise Discount

Adoption Assistance

Kmart Advantage Rx

ConSern Loans for Education

Worklife Solutions

Voluntary Benefits

Commuter Benefits

Sears Holdings Corporation Associate Stock Purchase Plan

401(k) Savings Plan

Vacation Time with Personal Days

National Holidays

An Equal Employment Opportunity Employer.

Qualifications

project manager, client service, support manager 

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