User Assistance Development Senior Manager (f/m/d) for Customer Experience Solutions

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What We Offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

SAP Customer Experience solutions help businesses understand their audience, engage with their customers, and deliver on their promises anytime, anywhere, and on any device. In order to do this successfully, users must navigate business processes across multiple applications, with the help of various user assistance media. Have you ever had a terrible customer experience? Be part of the solution.

Role Description

The User Assistance Development Senior Manager is responsible for supporting the success of their team, who creates user assistance (UA) deliverables in different types of media that enable users to deploy, administer, and use SAP software. The Customer Experience UA team plans, designs, develops, and edits a variety of user assistance deliverables for all Customer Experience Solutions and cross-solution business processes. The team must research information needs of users through collaboration both internally with subject-matter experts, as well as externally with users, for example by participating in customer engagement activities or usability tests.

Expectations And Tasks

• Accountable for all User Assistance deliverables for the Customer Experience line of business, continuously adapting the unit’s focus to customer/market needs and company strategy.
• Sets direction by building the unit’s UA strategy and business plan, and contributes to the overall strategy
• Responsible for defining UA documentation standards across all CX products, to ensure consistency and continuity.
• Collaborates and communicates, as applicable, with internal stakeholders, such as subject-matter experts and management up to executive level
• Acts as a role model by coaching and recognizing direct reports and providing and expecting feedback
• Acts as a role model by demonstrating accountability and commitment, showing initiative, being proactive, and adopting an open and transparent communication approach
• Is responsible for building a high performance UA organization; actively manages change and enables managers in own organization to do the same
• Identifies UA skills gaps relevant for the whole organization well in advance and drives the execution of the upskilling strategy. Takes appropriate steps to ensure retention in critical phases or areas of the organization. Creates an environment of continuous learning.
• Manages critical resource situations and their potential impact on business deliverables, ensuring that UA deliverables tell a holistic Customer Experience story that is not disjointed or conflicting.
  

Experience

We are seeking individuals who are passionate about customer experience, and who are eager to be part of a team that breaks down silos and helps our customers use great products.

• Several years’ professional experience in user assistance development or translation.
• Proven track record of successful collaboration in cross-area topics.
• Project management experience in the UA environment.
• Experience in leading or coordinating a team or organization.
• deally first-language proficiency in English, or excellent written and spoken skills in English, preferably with excellent written and spoken skills in one or more local languages.
  

What You Get From Us

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

WE ARE SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

Our Inclusion Promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID:300040 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: