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Chicago IL Full Time Posted: Wednesday, 15 January 2020
Applicants must be eligible to work in the specified location

Requisition ID: 237577
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2
Hiring Manager: Kathy Imber

Recruiter Name: Jacqueline Souvercaze


SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.

Global Learning and Support Operations Expert

The Service and Support Learning & Operations team is responsible for the development and delivery of enablement materials and operational metrics for SAP Fieldglass global customer support organization. We also supplement externally facing application references with user guidance to fulfill customer support requests. We seek to be industry-leading in learning and content management trends in order to provide quality solutions in an effective and scalable manner. This team is a diverse team that is comprised of team members in multiple regions globally.

We are seeking an individual with deep experience and knowledge in the areas of creating and delivering learning along with experience in managing support operations. In this role, this individual will provide thought leadership to define our next-generation strategies. They will drive the execution of resulting initiatives in the following areas of focus:

  • Self-service and scalable learning for internal teams that is engaging and moves beyond instructor-led delivery
  • Customer-facing learning and reference offerings to improve satisfaction and/or deflect cases
  • Overall Knowledgebase Content Strategy including maintenance
  • Migration of SAP Fieldglass onto the SAP Customer Support Portal and ongoing operations considerations
  • S uccess metrics to measure effectiveness of operations solutions - Analyze usage and insights around the improvements
  • Innovate support operations functions based on industry trends - Ex: live chat, chat bot, Artificial Intelligence

This is a dynamic role that requires an individual to leverage their depth of experience, thought leadership and long term vision to envisage and execute transformational strategies.

Duties and Responsibilities:

Define, plan and execute strategies that drive high engagement, adoption, value and satisfaction which aligns with the overall company goals of quality, consistency and scale.

  • Lead initial research/strategy on changes, as determined.
  • Collaborate with leadership to review and refine processes and strategies
  • Work closely with other teams within SAP to assess existing channels and tools and to devise strategies that align with the company s wider goals.
  • Results driven on initiatives by effectively coordinating resources across teams and/or departments to meet goals.
  • Project management experience with the ability to manage/own multiple projects simultaneously while prioritizing appropriately
    • Work closely with team members in the areas of planning, development, and maintenance for identified initiatives
  • Review success metrics to validate and continuously improve offerings
  • Cooperate with other departments to support global alignment and consistency
  • Provide thought leadership while monitoring and sharing industry trends relevant to the organization

Education and Skills

  • Degree in Information Technology, Business, or equivalent
  • 5+ years in services and/or support. SaaS experience preferred
  • Experience in customer service operations
  • Knowledge of support process and tools like Knowledge Base, Chatbot, Live Chat, portal.
  • Knowledge of Learning Management Systems and Content tools
  • You communicate openly and people trust you.
  • Experience working in virtual teams cross-border: You are comfortable working in an international environment where you collaborate with people remotely and across different time zones and cultures.


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: (see below) or (see below), APJ: (see below), EMEA: (see below) ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Additional Locations :

Chicago IL, United States of America
1/15/2020 12:20:38 AM

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