The Senior Manager, Customer Contact Experience (CCX) is responsible for executing the design, product and technical build, support and maintenance of key products in contact center technology, as well as the supporting technology, security capabilities and infrastructure that support that product in an Agile driven environment. Leading a team of multiple managers with 40+ FTE (thoughout the US) and onshore and offshore contracting companies. Direct reporting line may include team(s) of Product Manager(s), Product Owner(s), technical and solution architecture, DevOps management. With direct facing to Digital/Customer Experience and retail partners, in support of telephony, tools primarily in support of front line employees associated with the contact centers and retail. Strong knowledge of telephony technology with strong knowledge of telephony engineer practices, including but not limited to MPLS, VOIP, TDM, SIP, VPN; IVR, PBX, ACD, AI, WFM, and other.
This role is also directly accountable for developing strong and productive relationships outside your direct teams with Customer representative teams, partner organizations, dependent technology teams, and supporting vendors, located throughout the country with some vendors being global.
Strategy, Vision, Analysis
- Works in collaboration with Director (s) and team members to develop strategy, plan, goals (outcomes) for their scope of business. Collaboration should extend to customer teams and groups, as well as close working teams within other in CFE/ETS.
- Responsible for both internal and external software development (on all aspects of cycle) required to deliver products.
- Ensures Product Team follows enterprise process to secure and maintain product funding. Works to resolve any blockers or issues with product funding.
- Designs and develops methods and tools to measure team performance striking a balance between customer or technology-based innovation, quality, speed to market, Agile team velocity, cost.
- Develops change management and communications plans and executes or drives execution connected with internal change initiatives originated by direct leadership or ETS leadership.
- Offers organizational design thinking / strategy to best structure the team and leverage resources. And keeping current on ever changing direction of technology.
- Develops and maintains culture, process, and consistent action for continuous improvement across Agile teams.
What you'll do in your role.
Fosters strong working relationships with high dependency delivery teams outside of reporting vertical (Care, Retail, Digital, Engineering, other ETS teams outside immediate reporting structure).
Written and verbal communication at all levels within the organization.
Responsible for technical operations of software, 24/7 response, telemetry, overall health of products, and Site Reliability Engineering (SRE) operational functions. 365 days a year. On call rotation some weekends and holiday.
Support team response, or fields and responds, forwards customer or Leadership escalations, as appropriate.
Supports creation and execution of key vendor contracts.
Manages key vendor relationships and delivery accountabilities of vendor or vendor resources as appropriate.
Executes appropriate customer communication, response, and support to identify, determine root cause, resolve production defects and issues, or other operational issues.
Approves time off requests, expenses in a timely manner for direct reports.
Strong knowledge Capital and Expense; monthly budgeting, adhere to budgeting guidelines and dollars. Synergy experience, business cases with financial responsibility. With knowledge of the working model. Ensures direct reports complete required trainings and certifications in timely manner.
Regularly observes and creates opportunities to observe direct reports and note positive, as well as constructive feedback. Shares and reviews feedback with their direct reports in a timely manner. Agile teams, customer teams and synthesizes the information into meaningful, actionable feedback for their direct report(s).
Fosters culture of trust in team to enable regular, timely, constructive upward feedback.
The experience you'll bring.
6 + years of relevant Technical Contact Center experience, full Dev/Ops
2 + years of product management in an agile software product development environment.
6 + years of management of large team in multiple locations, remote and hybrid
Bachelor's Degree - Business, Computer Science, Engineering, IT or equivalent experience.
Agile Methodologies
Collaboration multiple lines of business, and partners
Management/leadership of teams 40+ Management of diverse teams in multiple locations; remote, hybrid
Technical knowledge of Contact, telephony engineering
Communication, verbal and written
Business Analysis, Capex/opex budgeting
Travel is required. But limited to a few times a year.
Position details
Req ID: 192759BR
Department: Information Technology
Travel Required: No
