Experian

We're unlocking the power of data to help create a better tomorrow.

Senior Problem Manager

ManagerManagerFull TimeRemoteLeadTeam 10,001+Since 1996H1B SponsorCompany SiteLinkedIn

Location

Costa Rica

Posted

43 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Senior Problem Manager

Experian

Company Description Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com. Job Description Experian Consumer Services – Careers That Define “What’s the Next Big (Data) Thing” for Consumers? What could be more exciting – personally and professionally – than being part of a “disruptive” business? Consider taking your career to the next level by joining the Leader that continues to disrupt the competition. As the “disruptor” and market leader we pride ourselves on building new markets, leading the pack through continuous evolution and innovation. It’s a position Experian Consumer Services has enjoyed for more than a decade and we’re always looking for the talent that can help expand that lead. These days, the “next big thing” is often “the next Big Data thing.” Experian Consumer Services (ECS) offers an opportunity to lead the charge in turning consumer data into something people use and value every single day. We live in a world where information is a means to improving lives and we challenge our team to do just that: improve lives with our products. As the Senior Problem Manager, you will be the subject matter expert for our growing engineering teams. Our ITIL Problem Management process is world class and has driven higher levels of service delivery across our Experian Consumer Services division for the past 4 years. The primary responsibility of this role will be Problem Management (driving root cause analysis investigations) and some metrics reporting responsibilities. This role requires advanced tactical planning and coordination along with a strategic outlook, leadership, problem solving, organization, and communication skills to be successful. What you’ll be doing: Senior Problem Manager will be responsible for the following activities: - Learn and become the subject matter expert for the ECS IT Service Management processes: Problem Management - Become fluent in the Problem Management process and supporting documentation and tools - Be able to effectively identify and manage risk to production environments associated with all Problem Management activities - Be able to evaluate and make recommendations on improving the Problem Management process - Mentor and guide engineering teams on Problem Management - Be able to navigate and manage conflict with people, process, and technology - Create and enforce policies, standards and supporting documentation - Apply best practices in Service Management - Collaborate within and outside of the Service Management organization at all levels to achieve goals and objectives - Serve as a Problem Manager to drive these Problem Management activities: problem identification, root cause analysis (RCA), post-mortems, Continual Service Improvement (CSI), corrective actions, and Problem Management reporting - Develop and author robust external facing Root Cause Analysis (RCA) documents in a customer friendly and consumable manner - Develop strong metrics and KPIs and how to display them and achieve goals - Ensures documentation is accurate and up-to-date - Ensures that the Service Levels are respected - Strong communication skills by providing timely and frequent updates to ECS Service Management Group - Demonstrates critical thinking capabilities and follows through with risk mitigation and open/pending tasks until they are fully completed - Be the ITSM/ITIL Champion for Experian Consumer Services Qualifications What your background looks like: - 5+ years of experience as an ITIL Problem Manager in a large matrixed organization - Demonstrated success of administering Problem Management and risk mitigation - Experience with common ITSM tools including: JIRA, Service Now, and Confluence - Strong understanding of ITIL Problem Management - Excellent coordination skills to manage complex IT technical investigations - Organizational skills to be able to keep up and improve RCAs - ITIL v3/4 Foundations certified, prefer intermediate or advanced ITIL certifications - Bachelor’s Degree in Computer Science or related field (or equivalent job experience) - Excellent written and verbal communication skills and proficient in English Additional Information Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why. Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity. - Employee Status: Regular - Role Type: Home - Department: Customer Service - Schedule: Full Time

Related Categories

Related Job Pages

More Manager Jobs

Mastercard logo

Manager, Merchant Cloud Commercialization

Mastercard

Founded in 1966, Mastercard is a worldwide transaction, payment-processing, and consulting company best known for its line of personal and business credit cards. As an employer, Ma

Manager43 days ago
Full TimeRemoteTeam 38,800Since 1966

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Manager, Merchant Cloud Commercialization Overview The Global Acceptance and Merchant Solutions team is on a mission to make Mastercard the best way to pay everywhere. With our powerful suite of acceptance products, like Merchant Cloud, we are working on shaping the payment experiences of the future. The Manager of Commercialization, Sales Enablement and Revenue Tracking will play a critical role in shaping and executing the go-to-market strategy for Merchant Cloud. This global position is responsible for accelerating revenue growth, expanding market presence, creating compelling value propositions for key verticals, and working in partnership with regional stakeholders to drive accountability, pipeline tracking, market penetration and ultimately empowering sales teams to meet revenue targets. The Manager of Commercialization and Sales Enablement will be responsible for supporting the development of our go to market strategy and commercialization efforts for Merchant Cloud. This role is pivotal in driving adoption, revenue growth, and market penetration through strategic partnerships with the Services organization and a hyper focus on empowering our sales teams. Are you hyper-organized and capable of engaging stakeholders across the globe to create and manage pipelines? Do you enjoy working on complex business problems and creating compelling go to market materials? Are you adept at tracking product roadmaps and building business cases to justify investments? Have you successfully managed regional pipelines and driven revenue through upselling and cross selling? Are you hyper focused on sales enablement and equipping teams to drive conversions? Role We are looking for an energetic professional who is willing to jump into an ever-evolving team and hit the ground running. The Manager will have a proven track record of working effectively in a team to drive successful outcomes, exceptional analytical skills, and a strong commercial mindset. More specifically, the candidate will be responsible for: - Creating comprehensive commercialization packages and go to market materials for newly launched products and features. Strong influencing skills through visualisation of data and ideas required. - Partnering closely with the Services organization to identify, structure, and execute upselling and cross selling opportunities within new accounts. - Managing and continuously updating the sales pipeline across various regions to ensure sustained growth and prioritize high impact opportunities. - Driving sales enablement initiatives, delivering training, playbooks, and resources that keep teams hyper focused on generating revenue and accelerating sales. - Collaborating with regional teams and client facing groups to align commercialization strategies with local market needs. - Leading KPI tracking and measuring the commercial impact of all launch and enablement efforts. - Tracking the Merchant Cloud product roadmap and developing robust business cases to justify strategic investments and new initiatives. All About You - Proven experience working in the Mastercard Services organization including BMI, Security Services, and Customer Acquisition and Engagement. - In depth understanding and prior experience in the payments industry with a strong grasp of relevant market trends. - Strong knowledge and experience in the Acquiring and Gateway ecosystem. - Prior experience in driving the adoption of digital commerce solutions. - A results-oriented leader able to drive outcomes, with proven experience in developing go to market strategies for new products and delivering scalable solutions. - Entrepreneurial and commercial mindset able to adjust to changing demands of the market, customers, internal strategies, and build partnerships across the organization. - Excellent communications and influencing skillset to articulate the value of change and tie new strategies to overall business goals. - Ability to lead cross functional and multi-location teams effectively. - Organizational savviness to navigate a highly matrixed organization and resilience to thrive in a high pressure, goal-oriented environment. - Strong problem solving and analytical skills, completely comfortable using data to support business cases and recommendations. - Bachelor's degree required, MBA preferred. - English fluency is mandatory. Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: - Abide by Mastercard's security policies and practices; - Ensure the confidentiality and integrity of the information being accessed; - Report any suspected information security violation or breach, and - Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

Malaysia
Evergreen Nephrology logo

Nurse Care Manager – MST

Evergreen Nephrology

Empowering nephrologists to transform kidney care and improve patient outcomes

Manager43 days ago
Full TimeRemoteTeam 51-200H1B No Sponsor

• Managing the overall care management of patient panel by leveraging experience, expertise, and knowledge in both the nursing field and value-based care operations. • Establishing trusting and empathetic relationships with patients and families to provide clinical and emotional support and foster collaboration throughout their care journey. • Serving as an advocate and community liaison for patients to ensure proper and timely resources and support while navigating the health care system and maintaining compliance with the primary care team’s/nephrologist’s treatment plan. • Performing assessments and identifying the needs, including social determinants of health, of panel patients and caregivers based on values, care goals, and individual preferences, and translating these into patient-centric actionable care plans through comprehensive evaluations. • Coordinating the interdisciplinary approach to achieving continuity of care and reducing fragmentation, focusing on kidney disease progression management, utilization management, and provider coordination through active care plan management. • Monitoring and evaluating the effectiveness of care management plans regularly, modifying interventions as necessary. • Following evidence-based care management guidelines and established workflow protocols to deliver high quality, efficient, patient-centered care that aligns with Evergreen’s goals, quality metrics, and regulatory and payer requirements. • Collaborating with physician partners, community providers, APPs, and other clinical disciplines to create, implement, and manage integrated care plans. • Identifying cost-effective measures for patients that support value-based care goals of improving patient outcomes and quality while effectively managing resource utilization. • Facilitating patient and caregiver education on treatment options and empowering patients to make informed decisions about their care. • Supporting seamless transitions of care as patients move between care settings, proactively addressing potential barriers and collaborating with IDTs. • Actively participating in clinical huddles, and patient care conferences for patients under your care management as needed. • Engaging in continuous, organizational process improvement to identify opportunities for improvement and execute action plans to optimize care management workflows, patient engagement processes, customer/patient care efforts, and other protocols. • Preparing reports and other deliverables to communicate program changes or developments to appropriate stakeholders. • Collecting data to prepare and deliver reports alongside program leaders on program success, patient outcomes, and patient/caregiver satisfaction.

United States
$90K - $103K / year
Job Closed
Aramark logo

General Manager

Aramark

Aramark is an award-winning facilities management, foodservice, and uniform provider founded in 1959. The company serves wide-ranging industries, and its clients include K-12 schoo

Manager43 days ago

• Plan, manage, and guide contracted services for multiple sites for a client or for multiple clients • Lead a team to provide excellent service to our clients • Manage the client and community relationships at the location • Continually assess operations and develop plans to provide optimal service • Build, develop, and lead a management team and staff capable of carrying out organizational objectives • Recommend methods, resources, and implementation for service improvement and growth • Manage a budget in partnership with Finance • Ensure compliance with all local, state and federal regulations and codes

Canada
Job Closed
Treewalk logo

AI Solutions Manager

Treewalk

Outsourced accounting & advisory solutions for growing companies.

Manager43 days ago
Full TimeRemoteTeam 51-200Since 2016H1B No Sponsor

Treewalk is a full-service accounting firm serving a diverse client base across public companies, private enterprises, First Nations, and government entities. We combine deep technical expertise with a forward-thinking culture — and we're looking for someone to lead the next frontier in how our clients operate. We're building out a dedicated AI and automation practice, helping clients modernize their financial and operational processes through smart, practical technology. This is a growing service line, and the AI Solutions Manager will be the driving force behind it. The Role This is a primarily client-facing role. You'll be embedded in client engagements, leading billable AI and automation projects from scoping through delivery. You'll work directly with clients to understand their challenges, design solutions, manage the project lifecycle, and ensure they walk away with tools and processes that actually work. Beyond client work, you'll also shape how Treewalk itself adopts AI internally — evaluating tools, managing vendor relationships, and building the internal capability that supports our growth. You'll report directly to senior leadership and collaborate closely with our accounting and client services teams. This role is ideal for someone who is as comfortable running a client meeting as they are digging into a workflow problem — and who knows how to bring a project in on time, on scope, and with results that stick. What Your Days Will Look Like Client-Facing AI & Automation Projects •          Lead billable client engagements focused on AI and automation, working directly with clients to identify inefficiencies, design solutions, and implement tools that improve their financial and operational workflows. •          Serve as the primary point of contact and project lead for client AI engagements — managing scope, timelines, deliverables, and client relationships throughout. •          Conduct discovery sessions and process assessments with clients to understand their systems, pain points, and goals before recommending solutions. •          Present findings, project plans, and progress updates to client stakeholders clearly and confidently, including executives and non-technical decision-makers.   Project Management •          Own the full project lifecycle for AI implementations — from initial scoping and planning through execution, handoff, and post-implementation review. •          Build and maintain detailed project plans with clearly defined milestones, resource requirements, and timelines; proactively identify and communicate risks before they become issues. •          Manage and lead a team of staff supporting AI and automation engagements — setting clear expectations, allocating work effectively, and maintaining accountability across active projects. •          Coordinate internal team members, external vendors, and client stakeholders to keep projects on track and aligned. •          Manage competing priorities across multiple active engagements, making smart calls about sequencing, resourcing, and escalation. •          Maintain thorough project documentation throughout each engagement, ensuring a clear record of decisions, progress, and outcomes.   AI Tool Integration & Technology Management •          Lead the evaluation, selection, and integration of AI tools that support both client engagements and the firm's internal operations, with a focus on automation, compliance, financial reporting, and client management. •          Manage relationships with AI vendors and technology partners, holding them accountable to performance and reliability standards. •          Ensure all solutions integrate effectively with existing systems, particularly QuickBooks and other core platforms used by clients and the firm. •          Stay current on emerging AI technology and proactively bring forward recommendations that could benefit clients or the business.   Internal Process Optimization •          Identify opportunities to streamline Treewalk's internal processes using AI — including data entry automation, reconciliation, and financial reporting workflows. •          Lead efforts to standardize how AI tools are adopted and used across the firm, ensuring consistent and measurable impact.   Training & Adoption •          Design and deliver training for both client teams and internal staff, ensuring effective adoption of every tool deployed. •          Coach and mentor junior staff on AI tools, project workflows, and client engagement best practices — helping build the team’s capability as the practice grows. •          Serve as the firm's primary internal resource for AI-related questions, troubleshooting, and ongoing support.   Performance Monitoring & Reporting •          Establish KPIs for each client engagement and internal initiative, and deliver regular performance reports to both clients and senior leadership. •          Continuously assess tools in use and recommend improvements or adjustments to enhance their impact.

Canada