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Title:  Lead Service Manager

Requisition ID:  53927
City:  Bentonville
Country/Region:  US

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Overall Purpose: Responsible for supporting customer satisfaction and retention by effectively managing service inquiries and resolving issues using industry-standard practices.

Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:
• Customer Issue Resolution and Communication: Acting as the primary point of contact for escalated customer issues and resolving them promptly & effectively. Maintaining clear, professional communication with customers and executive staff.
• Service Quality and Process Improvement: Monitoring and assessing service quality, developing and implementing strategies for process improvement.
• Data Analysis and Reporting: Utilizing online tools to extract, analyze, and customize performance data for stewardship reports, driving actionable items to support customer needs.
• Customer Training and Tool Promotion: Educating customers on the use of online servicing and billing tools, leading training sessions to improve customer self-service capabilities and promoting the use of these tools as alternative solutions.
• Relationship Management and Policy Implementation: Fostering strong relationships with key customers and stakeholders, developing and maintaining customer-specific service guides, and implementing comprehensive programs to minimize churn and ensure compliance with service policies.

Job Contribution: An experienced professional, recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge. Leads significant projects with strategic autonomy, influencing executive decisions. Mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership. 

Education/Experience: Bachelor’s degree (BS/BA) desired. 5+ years of related experience. Certification is required in some areas.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.


Nearest Major Market: Washington DC

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