Managing Director - Client Services And Operations, Channel Delivery & Innovation

TIAA Jobs

$176,000pyr - $247,000pyr
Contact center technology ecosystem
Modernizing contact center environment
Digital and omni-channel capabilities
This position oversees the relationship/interface between Information Technology (IT) and the business while setting the direction on the vision and strategy for the contact center technology ecosystem

Job Summary

  • This position oversees the relationship/interface between Information Technology (IT) and the business while setting the direction on the vision and strategy for the contact center technology ecosystem.
  • The individual will also be responsible for managing a team of managers, subject matter experts, or multiple teams delivering an initiative, project, service, etc., as well managing/owning certain functions for the NCC and the Enterprise.
  • Accountable to make the case for Strategic Investment to modernize the technology that enables the business and improves the customer experience.

Matching Summary

This position oversees the relationship/interface between Information Technology (IT) and the business while setting the direction on the vision and strategy for the contact center technology ecosystem.

Salary

$176,000/yr - $247,000/yr

Skills & Requirements

Must-have

  • Contact center technology ecosystem
  • Modernizing contact center environment
  • Digital and Omni-Channel capabilities
  • Manage managers and subject matter experts
  • Voice of the NCC
  • Chief Product Owner for IVR, Routing, Desktop, Salesforce, Digital Channels

Nice-to-have

  • AI/ML culture champion
  • Continuous improvement mindset
  • Executive presence
  • Story telling
  • Test and learn mentality

Key Requirements

  • 10 Years Required University (Degree)
  • 10 or more years of experience as a Business Integration Manager
  • 7 or more years of experience with IVR/Telephony Platform
  • Salesforce experience
  • Genesys experience

Work Rights

Not specified

Tailored Resume

Cover Letter