Qualifications

• Bachelor's degree in Business Administration, Information Technology, Project Management, or related field.
• Master's degree preferred.
• 8+ years managing technology projects within customer service or contact center environments.
• Experience with large-scale technology transformations and system implementations.
• Background coordinating with third-party system integrators preferred.
• Salesforce CRM experience required.
• Exposure to AI/automation implementations and knowledge of Genesys or telephony systems.

Responsibilities

• Lead technology project management and operational programs within customer service environments.
• Oversee large-scale technology transformations, focusing on system implementations.
• Collaborate with third-party system integrators to ensure project success.
• Drive the adoption of Salesforce CRM solutions across teams.
• Implement AI and automation solutions to enhance service efficiency.
• Analyze customer service processes to assess operational impacts of system changes.
• Facilitate communication and documentation for executive-level presentations.

Benefits

• Access to a comprehensive health benefits package.
• Opportunities for professional development and training.
• Flexible work hours to support work-life balance.
• Collaborative and supportive team environment.
• Opportunities to drive innovation in technology solutions.