Senior Manager, Customer Care IT

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Job Summary: The REMOTE Senior Manager, Customer Care IT oversees all aspects of Customer Care and National Sales projects to ensure they are completed on-time and within budget. This individual manages teams responsible for the development, testing and delivery of strategic Customer Care technology capabilities and has overall responsibility for managing scope, cost and delivery schedule. In addition to leading daily standup meetings to track progress and resolve project blockers, this role prepares progress reports and conducts projects status meetings with business stakeholders and senior leaders. 

 
Essential Responsibilities 

• Strong domain mindset; a combination of business savvy, customer centricity and technical knowledge. 

• Help define the customer care and inside sales technology roadmap by working with leaders to identify and drive forward new capabilities for the best in class solutions. 

• Build relationships with key business partners and other stakeholders; articulates systemic needs clearly and succinctly to different audiences and cross functional partners. 

• Provide research, analysis, and support for identifying, evaluating, and resolving strategic opportunities. 

• Develop in depth knowledge of industry trends and standards to introduce the continual process, tool and methodology improvements. 

• Ensure strong measurement and quantitative understanding of end user experience: opportunities, benefits achieved, and pain points. 

• Develop and drive adoption of best practices and behaviors. 

• Develop and manage project plans and key stakeholder engagement strategy on all initiatives. 

• Write robust requirements, prioritize the backlog across different features and apps, and work closely with multiple teams to deliver and test quality software. 

• Manage executive stakeholder alignment, including strategy communication and expectations management, with a responsive and articulate communication style. 

• Collaborate with dependent product teams to ensure that the end-to-end implementation journey is thorough and thoughtful. 

• Identify, measure, and interpret results to validate technology strategy. 

• Conducts analysis to measure the results of feature deployments to quantify the business benefit and identify further business opportunities. 

• Manages vendor relationships as well as assists in market/vendor evaluations to expand to new areas. 

• Complete all required training modules and certifications prior to the due date. 

• Ensure all safety policies and procedures are followed to ensure a safe work environment for all 

• Communicate professionally with all internal and external contacts. 

• Follow all Company policies and execute Company standards on appearance and functionality as well as appropriate brand representation. 

• Communicates any concerns or issues to leadership to ensure proper efficiency of department and company operations. 

• Execute team member performance improvement plans, progressively discipline and terminations when appropriate per Company policy. 

Non-Essential Responsibilities 

• Execute company initiatives and other activities requested by supervisor. 

• Updates job knowledge by participating in educational opportunities. 

• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments. 

• Contributes ideas on ways to optimize or improve the team, the department, and the Company. 

Education 

• Bachelor's Degree in business or related field required 

Professional Experience 

• 5+ Years in IT experience in 2 or more of the following: project/program management, product management, software engineering, business analysis required 

• Experience designing, developing and implementing platforms, APIs, and/or complex technical capabilities required 

• Experience working with large project teams both within and outside of your domain required 

Skills List 

• Customer care or sales background with experience/exposure/knowledge of call center and customer care operations, IVR, Chat, Analytics, workforce planning, internal reporting, relevant industry software and trends, etc. 

• Demonstrated technical acumen; ability to influence and debate solutions with technical team members, to understand technology solutions and potential tradeoffs and to represent technical concepts to non-technical stakeholders. 

• Strong accounting, financial, and analytical skills. 

• Highly organized and pays careful attention to detail. 

• Solid communication skills with ability to work with all levels of the organization. Communicates ideas and rationale in clear, compelling ways that create dialogues and earn support. 

• Ability to build a common identity with others that aligns with company goals and fosters mutual respect. 

• Demonstrates the ability to quickly learn product knowledge, skills and technical proficiencies that are required for the role. 

• Exercises good judgement and timely decision making. 

• Capable of remaining up-to-date on technological developments. 

• Uses time effectively while concentrating on more important priorities. Quickly modifies behavior to deal effectively with change in the work environment and efficiently manages shifting priorities to drive the best outcome for the business while supporting the team. 

 
Competencies & Knowledge 

• Call-center technology experience: required 

• Operating knowledge of Microsoft Excel, Access & PowerPoint 

• Microsoft AX2012/D365 ERP, Nice InContact, Genesys or SalesForce CRM, a plus 

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