Manager, Contact Center Strategy and Automation

The Role:

Collaborating with the Director of Strategic Initiatives and PMO, the Manager, Contact Center Strategy and Automation is responsible for leading and driving the strategic roadmap for the call center tech stack to enhance our customer experience, reduce frictions, improve margins, and maximize revenue opportunities. You will manage the relationship with existing services providers, identify new solutions/providers, and will also be responsible to ensure successful integration and operation of the entire call center ecosystem. You will gain buy-in and sponsorship from across the company to bring the strategic roadmap to fruition. This role will work closely with the Head of Customer Operations to ensure alignment on organizational priorities and will be responsible for partnering with R&D (Product, Engineering, and Data teams) to ensure that planning, integration, and intelligence and reporting capabilities within the tech stack align with the company's long-term vision.

The ideal candidate for the Manager, Contact Center Strategy and Automation role must balance strategic vision and feasibility to achieve increased operational excellence. In short you will be the victor (or victim) of your own efforts. Additionally, you will need to exercise empathy for non-technical audiences and demonstrate development and leadership capabilities to those on your team.

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

How You Will Make an Impact:

• Own and manage strategic call center Tech stack roadmap (Phone, Chat, WFM, QA) and create sponsorship across the organization
• Identify automation and process improvements opportunities to enable cost reduction, improve revenue, efficiencies and customer satisfaction
• Manage the relationship with existing services providers and identify new solutions/providers to enhance our customer experience, reduce frictions, improve margins and revenue opportunitiesPartners with Customer Operations team members and other BU leaders in defining systems scope and objectives through research, analysis, and fact-finding
• Drive efficiencies and cost savings via intelligent automation, process improvement, etc
• Performs analysis of business and user needs, documents requirements, and assists development teams in implementing complex systems solutions
• Lead the analysis, procurement, design, testing, implementation, and continuous improvement activities for Customer Operations technology solutions
• Use call center technology experience/knowledge to offer up standard processes/solutions to identified business needs/issues
• Partnering cross-functionally to ensure technical architecture meets the needs of all impacted areas of the business
• Prepare documentation (requirements, recommendations, technical analysis)
• Solve any application side issues; document findings/solutions/fix, work with technical administrators to implement solution/fix

What You Bring to The Team:

• Bachelor's degree or Equivalent Experience
• Substantial Experience in information technology in call center environments and tools like ZD, Salesforce, five9, NICE, chatbot etc.
• Equivalent experience in design and implementation of business systems architecture
• Experience owning the development, establishment, and enforcement of quality assurance measures and testing standards for new applications, products, and/or improvement to existing applications
• Ability to clearly communicate ideas to a diverse business and technical audience
• Proficient to work in all phases of systems analysis and considers the business implications of the technology to the current business environment
• Experience with call center automation tools and iterative improvement processes

Nice to Haves:

• Experience in the payments/technology space Experience in a high-growth startup environment

What We Offer:

• Exceptional health, vision, and dental care
• Life and AD&D, short- and long-term disability
• Employee Assistance Program
• Employee Resource Groups
• Fun company outings and events
• Unlimited PTO
• 401K with company match