Customer Experience Leader
1 week ago
Job Description
We are seeking a visionary leader to helm our Customer Experience Platforms Product Management division. As the Director, you will spearhead a multifaceted team responsible for delivering cutting-edge customer experiences across various touchpoints.
This pivotal role demands a strategic thinker who can evolve the customer journey in tandem with our organization's vision. You will be instrumental in shaping products that revolutionize user experiences while executing on those strategies.
The domain encompasses three primary product streams: Contact Center ecosystem, Telecom Routing, and Teams Voice. The Contact Center ecosystem spans Customer Journey design/scripting, ACD/IVR, Quality Management, Workforce Management, Reporting, Analytics, Conversational AI, and more.
Key Responsibilities
- Lead technical exploration, innovation, design, and development of new features & components.
- Drive technical discussions; recommend solutions and alternatives.
- Collaborate with Architects and other team members to ensure alignment with overall architecture.
- Establish strong business relationships to gain a comprehensive understanding of requirements.
- Translate business requirements into clear technical specifications.
- Effectively communicate technical concepts to non-technical stakeholders.
- Support the career development of direct reports by setting goals, understanding their personal visions, and facilitating mentorship and challenging assignments.
- Maintain accountability and adherence to Agile DevOps methodologies.
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