I. Job Description and Responsibilities

• Prepare, plan, and monitor the execution of Trends Academy Service Support (SS) Team deliverables while ensuring it’s timeliness, accuracy and completeness

o Apply Project Management techniques in managing ACAD Service Activities

o Manage the Service Support manpower and task delegation to team members

• Ensure the timeliness, accuracy and completeness of SS Team dashboards and reports, for example:

o CSD Performance dashboard

o Expense report

o Sales Report, Etc.

• Respond promptly to service requests and incidents for service operations concerns in

person, via phone, and electronically

• Provide regular coaching and mentoring sessions to Service Support team members as part of team performance management

• Lead and motivate the Service Support team in excellent and optimized service delivery

II. Qualifications and Requirements

• Excellent communication skills to relate to team members, customers and stakeholders using clear, courteous and professional verbal and written communication

• Able to quickly understand complex problems and devise effective solutions

• Willing to maintain and update own knowledge of Service Management and other job-related competencies

• Able to work independently or as a team member