Ricardo Torre Email and Phone Number

Owns the partner relationship for Customer Care / Support.Develops and implements long term measurements for Support capabilities and performance, including a regular reporting & analytics package.Collaborates with peers and leaders within the GSS, GNOC, IT, Product, Marketing and Operations teams to ensure strategic alignment with process changes and ongoing system development efforts.Helps administer the partner escalations program for Support.Works closely with GSS Technical Enablement and GSP Partner teams to ensure the success of ongoing training plans for partner resources.Oversees the development of root cause analysis documentation and drives incremental change within the business from learnings.Works cross-functionally to communicate vision, evolution, project scope, timelines, and dependencies for all program management efforts.

Engage and influence cross-functional teams Develop strategy that aligns different business units and scales globally Lead all aspects of project documentation, development of success criteria, outcomes measurement and the successful handoff of projects through effective communication Coordinate the use of appropriate tools and techniques in order to guarantee the progress of the project and changes to the scope and schedule Identify and quantify variances and take any corrective actions while communicating to all partners

Support existing development processes and practices, and it’s optimization;Building a backlog, track development progress using company tools to make sure the schedule is on track;Facilitate team events (daily stand up, sprint planning, retrospective, etc);Participate in people operation: motivation, assessment, personal development and help the team to Identify and resolve impediments and bottlenecks;Basic testing of front-end products (web).