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

tiaa.jobs

Base: $176,000pyr - $247,000pyr; bonus/equity: pyr...
Not specified (likely hybrid or in-office based on company culture)
Contact center technology ecosystem
Modernizing contact center environment
Digital and omni-channel capabilities
TIAA is seeking a Managing Director for Client Services and Operations, specializing in Channel Delivery and Innovation. The role involves overseeing contact center technology, managing teams, and driving business transformation while fostering a culture of continuous improvement

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.
  • Champions a culture of AI/ML by encouraging learning and development and critical thinking to ensure an audit-proof environment.

Matching Summary

Match Score: 85

TIAA is seeking a Managing Director for Client Services and Operations, specializing in Channel Delivery and Innovation. The role involves overseeing contact center technology, managing teams, and driving business transformation while fostering a culture of continuous improvement.

Salary

Base: $176,000/yr - $247,000/yr; Bonus/Equity: Participation in an incentive program linked to performance; Benefits: Comprehensive Total Rewards package including superior retirement program and competitive health, wellness and work life offerings

Skills & Requirements

Must-have

  • Contact center technology ecosystem
  • Modernizing contact center environment
  • Digital and Omni-Channel capabilities
  • Voice of the NCC
  • Chief Product Owner for IVR, Routing, Desktop, Salesforce, Digital Channels
  • Business Transformation
  • Robotics & Automation factories

Nice-to-have

  • Continuous improvement mindset
  • AI/ML culture champion
  • Collaborative in-office environment
  • Future-focused skills and AI tools

Key Requirements

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

Work Rights

Not specified

Tailored Resume

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