Program Coordinator - Consumer Services (Latin America)

DESCRIPTION OF DUTIES Researches, documents, presents, and reports on problems from consumer insight data (e.g. survey results, consumer incidents) and works with department leadership to make recommendations for resolution of consumer issues. Identifies and mitigates gaps in knowledge support content and delivery, training programs, reporting, and support processes for the Latin American region. Partners with the Knowledge Team in the development of customer knowledge support information for Nintendo’s products and services with a focus on localization/culturalization of the support experiences. Partners with the Training Team in the development of training programs and modules that support the handling of contacts for the Latin American consumer. Partners with the Product Lifecycle Team for product release activities of new products and services ensuring that agent and consumer information is localized for the Latin American market Provides expert market and cultural-based consumer insight to product support teams to actively lead and deliver results for product and consumer experience improvements. Assists with creation of customer success metrics to support product and service launches and partners with Consumer Service floor operations to ensure service level agreements (SLA’s) and KPIs are being met SUMMARY OF REQUIREMENTS 1-2 years project management experience in a contact center environment 1-2 years working experience with Latin American countries (Mexico preferred) Understanding of video game industry, distribution channels, and local trends/culture in Latin America Bilingual English/Spanish required. Multilingual English/Portuguese/Spanish preferred Ability to handle multiple projects and/or requests at once Demonstrated ability to work in a fast-paced, sometimes ambiguous environment with fluctuating priorities Ability to work with highly confidential and/or sensitive matters Consumer service experience preferred Bachelor's (Preferred)