Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

The CX team at Logitech supports the evolving engagement model with customers as we transform to a multi-category, multi-brand company.  We put customers first.  With the customer’s experience in mind, we strive to exceed expectations and accelerate continuous improvement by leveraging a LEAN approach.  We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers’ needs and expectations.

Job Summary:

The CX - Product Deployment and Issue Management (PDIM) Specialist is responsible for participating in PDIM’s  fast-tracked launches, software releases, and sustaining activities, such as escalation management and QA feedback loop.

This function requires flexibility, accuracy, commitment, and clean execution to be successful. 

Your Contributions:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech. 

• Actively participate in PDIM’s (Product Deployment and Issue Management), fast-tracked launches, and software releases and sustaining activities, such as:

• • Facilitate, communicating and monitor project progress to ensure deployment is completed on time

  • Test product and software, providing feedback and identify issue 

  • Partner and develop training content to a diverse audience

  • Assist or lead training delivery

  • Create, develop, and publish launch and sustaining FAQs based on launch requirements, insight reports and rapid issue identification

  • Support website publishing (products, software, and FAQs) 

  • Provide insight reports on product performance to ensure fast identification and resolution of issues

  • Collaborate with Manufacturing Quality Assurance, Product Quality Assurance , PQA and Business Groups to determine trending issues and how to address these.

  • Determine improvements related to product and operational issues through analytics.

  • Handle escalations of Product/software requests & issues and compliance requests

• Data Analysis and Trend Monitoring

• • Prepare business review and drive execution

  • Apply advanced systems analysis techniques to internal datasets, including building queries, visualizations, and trend trackers, to uncover emerging risks and optimization opportunities.

  • Use aggregated data to recommend operational and product design improvements, reducing recurring issues and driving efficiency.

• Escalate system level issues to the appropriate systems/IT support/vendor team

• Communicate and document key program requirements and status to clients, internal team members and other key stakeholders

• Partner with internal and external teams, stakeholders and senior executives

• Assist and participate actively in ad-hoc projects

• Record voiceover for support videos published to Bilibili or other video platforms 

Qualifications:

• Good understanding of New Product Introduction

• Good understanding and experience in training content development & delivery

• Technically savvy, and ability to quickly learn new technology

• Strong demonstrated business acumen and tactical business judgment.

• Strong team player who operates with high levels of integrity, trust and respect for the individuals.  Must take an authentic approach to collaboration leading to collective success across the broader end-to-end organization

• Experience with data visualization and data analysis

• Experience in building and auditing processes

• Excellent communication & presentation skills (written & oral) at all levels of the organization.

• Excellent interpersonal skills. Responsive to customer and business requests.

• Must thrive in a fast-paced environment

• Fluent in English (written and spoken), any other language is a plus

In addition, preferable skills and behaviors include:

• Call center operations experience & knowledge  

• Project Management certification

• Creative approach  to enhance customer experiences

• High energy & enthusiasm with the desire to have fun and laugh while getting the job done.

Education:

• BS/BA degree in technical field or equivalent work experience

#LI-KS1 /LP

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.