Service Delivery Specialist-TCA

Job Description Summary

Service Delivery Specialist is responsible for execution of customer satisfaction, feedback and survey processes in TCA. Service Delivery Specialist will drive customer problem and complaint escalation processes by working closely with multifunctional teams and communicating with customer.

Job Description

Roles and Responsibilities

Key responsibilities/essential functions include:

• Service Delivery Process & Continuous Improvement
  • Lead continuous improvement initiatives by defining, deploying, and managing wing-to-wing (W2W) Service Delivery process improvement projects.
  • Ensure alignment, adoption, and compliance with Service Delivery standard work and SOPs across teams.
  • Revisit, refine, and reinforce existing Service Delivery processes to improve efficiency, quality, and consistency.
  • Facilitate communication and alignment between regional teams, LCTs, and cross-functional partners on process changes and initiatives.
• FMI & Regulatory Management
  • Own and oversee Field Modification Instruction (FMI) execution, ensuring timely closure, regulatory compliance, and effective tracking.
  • Monitor long-open FMI actions and jobs, driving resolution and accountability.
• KPI & Performance Management
  • Monitor and drive achievement of Service Delivery KPIs, ensuring transparency and accountability.
  • Create regular performance visibility for leadership and teams, highlighting trends, risks, and opportunities.
  • Use data-driven insights to guide process enhancements and operational decisions.
• People Enablement & Capability Building
  • Guide and support new hires within the Service Delivery organization, ensuring smooth onboarding and alignment with standard process.
  • Ensure ongoing training and knowledge refresh for the TCA Service Delivery team through regular training and updates on Service Delivery standards and tools.
• Digital Tools Deployment & Adoption
  • Promote, coordinate deployment, and drive sustained adoption of Service Delivery–related digital tools.
  • Work with stakeholders to ensure tools are effectively integrated into daily operations and standard work.
  • Support teams in maximizing value from digital solutions to improve efficiency, quality, and customer experience.

• CSO & Escalation Management
  • Lead CSO process governance, driving a strong escalation culture and timely case resolution.
  • Manage CSO cases end-to-end, coordinating cross-functional stakeholders, maintaining documentation, and ensuring compliant and effective customer communication.
  • Ensure consistent CSO execution aligned with global and regional Service Delivery standards.
• Customer Experience Management
  • Own customer experience and complaint escalation programs across the assigned region.
  • Monitor customer satisfaction tools, ensuring action plans, owners, and statuses are current and effective.
  • Drive systematic improvement actions based on customer feedback, complaints, and operational insights.

Tools & Systems Deployment

• Promote and coordinate deployment of GEHC digital CX tools (AgentX, myGEHC Experience, Genesys).
• Drive adoption and effective utilization across internal teams.

Required Qualifications

• Bachelor’s degree in Business, Engineering, or related field
• 5+ years of experience in customer service operations, preferably in a regional or multi-country role
• Proven track record in escalation management and cross-functional coordination
• Strong understanding of service delivery processes and digital tools
• Excellent verbal, written and communication skills in English

Preferred Qualifications

• Experience with GEHC tools (AgentX, myGEHC Experience, Genesys) is a strong advantage
• Excellent communication and stakeholder management skills
• Analytical mindset with a focus on KPIs and continuous improvement
• Ability to work independently and lead initiatives across diverse teams

Desired Characteristics and Skills

• Customer Service
• Communication skills
• Negotiation skills
• Planning skills
• Customer Feedback Management
• Strong oral and written communication skills. Ability to document, plan, market, and execute programs.
   

  Note:

  
  To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

Additional Information