Hot on the heels of my article soliciting Nokia Care experiences (over N900 microUSB failures), a new posting showed up on Nokia’s jobs page seeking “Director – On-line Care-BUS0000003V“. The description is as follows:
Responsible for the delivery of On-line Care Services, through all Nokia on-line media (Nokia.com, Ovi.com, mobi.com etc.). Experience in managing global operations, off-shoring and vendor management. Proven success in improving customer satisfaction, NPS, retention and revenue through on-line support services. A minimum of 15 years experience in the field of web based support for complex products, services and applications. Additionally responsible for Software Delivery Operations; delivery of device software updates through on-line (Nokia Software Updater) and over the air (FOTA). An integral member of the Care Operations management team and the Nokia Digital Channels steering group. Nokia’s content expert in the field of web based customer service.
The applicant will have the following experience and skills:
Strategic Thinker – able to see the big picture and develop a compelling vision of Nokia Care’s on-line services. Must have ability to turn that vision into a strategy and into actions and results. Experience in leading complex,geographically diverse teams. A deep understanding of web development and operations.
Combined with the challenge to me to gather N900 owner experiences, this leads to a reasonable assumption that Nokia has recognized room for improvement in its customer Care processes and is starting to take the necessary steps.
The position is intended for either Espoo, Finland or the United Kingdom. For those interested, the listing can be found here: http://nokia.taleo.net/careersection/10120/jobdetail.ftl?lang=en&job=691706