Manger, Service Technology
1 week ago
Program Management & Improvement.
Manage multiple internal programs and processes, including but not limited to sourcing new / innovative technology vendors, building relationships with vendor contacts, assisting in user management and guidelines, troubleshooting, and ongoing maintenance.
Become the subject matter expert in developing, maintaining, and enhancing complex and diverse software and user management systems.
Optimize existing tools to better serve different teams and customers like Salesforce and telephony, reporting and metric, and gamification platforms.
Manage the operation and implementation of new technologies like chatbot, speech to text, document management, optical character recognition (OCR), and knowledgebase systems.
Partner with development and product teams to create enhancements in order to improve functionality. Ensure development remains on schedule.
Organize the onboarding process for new vendors including communication, legal and compliance documentation, term negotiation, and product implementation.
Strategy & Analytics.
Develop and own strategies to reduce multi-channel customer contacts via the advancement of tools and technologies, implementing customer self-service tools, and improvements to the customer experience and sales floor.