Senior Manager to help clients transform customer service and contact center operations, focusing on strategy, operating model design, CCaaS modernization, and AI-enabled service.
Assess contact center operations, customer journeys, processes, technology, and performance to identify improvement opportunities
Define future-state service models, omnichannel and digital self-service strategies, transformation roadmaps, and business cases
Translate business priorities into requirements, service and experience designs, implementation plans, and measurable outcomes
Lead client workstreams and transformation programs from strategy through implementation
Lead the design of effective voice and digital self-service experiences, including IVR, virtual agents, and chatbots
Requirements
7+ years of experience in customer service, contact center, customer experience, or technology transformation, including experience in consulting or professional services
Lead a team responsible for the capabilities and tools that underpin connected member and frontline experiences, shaping the vision, strategy, and roadmaps for assisted-channel capabilities including CRM, agent tools, telephony, and AI.
Responsibilities
Lead the vision, strategy and roadmap for assisted-channel platforms and capabilities supporting member and frontline experiences.
Partner with frontline teams, channel stakeholders and Product Owners to understand needs and co-create exceptional experiences and tooling.
Shape platform roadmaps aligned to the organisation’s digital-first strategy and communicate a clear product vision across stakeholders.
Collaborate with Architecture, Technology, Marketing, Product and Service teams to translate business needs into prioritised requirements and deliverable outcomes.
Manage product priorities and backlogs, balancing strategic objectives, operational needs, platform performance and member feedback.
Senior Manager Customer Service TransformationNewWest Monroe · Chicago+3 more