Associate Director, Digital Customer Experience (CX) & Operations

Country:United States of AmericaLocation:CAF77: CCS - CIB 13995 Pasteur Blvd , Palm Beach Gardens, FL, 33418 USAUS RemoteAbout this roleAs part of its separation from Carrier, the Commercial and Residential Fire business is building its Information Technology (IT) department. This presents an excellent opportunity for a motivated and strategic thinker to assume Assoc. Dir, Service Excellence and Americas Op role within the IT organization. This role represents the opportunity to help build and shape the future of our IT function. While reporting directly to the head of Infrastructure & Operations, this person will work with all members of IT to help solve issues and create true value for the company.Key Responsibilities• Run and build the Digital Customer Experience platform that offers consistent customer Digital Experience across Service Excellence and Workspace Services.• Deliver and run Service Excellence and Workspace Service Strategies and roadmaps.• Engage with key Digital stakeholders to define and maintain service maturity, metrics and KPIs.• Ensure client satisfaction and delivery of service excellence, ensuring KPI’s are met and deliver in line with the service level agreements.• Run and build the ITSM suite with required modules and interfaces.• Lead and manage Digital Communication channels and Digital engagement.• Deliver, baseline & publish Customer Experience performance metrics.• Define & deploy “Next Gen” Digital capabilities that reduce overall Digital cost and increase customer experience.• Lead the teams responsible for Service Excellence, Workspace services and Digital Operations in the Americas.• Provide Regional Digital Operations Support in Americas.• Ensure Digital Service Delivery in Americas matches the Service Level Agreements.Basic Qualifications• Bachelors’ Degree• 10+ years IT experience• 5+ years of experience leading diverse teams, including remote groups.• 3+ years of experience deploying and leading managed service agreements.Preferred Qualifications• Master's degree in computer science, information systems, business administration, or related field• Comfortable working in fast-paced, ambiguous environments.• Creative thinker with a knack for diagnosing issues and crafting effective solutions.• Inspires the infrastructure & operations team with a compelling vision that aligns with IT and business strategies. Excels in motivating staff and steering complex negotiations.• Advocates and leads significant changes, including agile, DevOps, SRE, and large-scale cloud adoption.• Streamlines operations in complex organizations, enhancing efficiency and agility.• Strong analytical and strategic planning skills, with a proven ability to execute plans effectively.• Maximizes the effectiveness of diverse resource models, including nearshore/offshore teams.• Creates self-service options to simplify infrastructure provisioning and management.• Utilizes Infrastructure & Operations capabilities to meet regulatory and compliance requirements.• Develops practices to monitor service quality and continuous improvement plans.• Collaborates with sourcing and vendor managers for third-party management.RSRCAR#LI-RemoteCarrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.Job Applicant's Privacy Notice:Click on this link to read the Job Applicant's Privacy Notice