This job has expired, please see additional jobs below
Executive Director, Customer and Employee Telesales and Care Tools
Entertainment & Media Industry Company
Philadelphia, PA, United States
Job Details - this job has expired, please see similar jobs below
A start up within Company is looking for an Executive Director, Customer and Employee Telesales and Care Tools. As a senior level leader, you will have deep expertise in call center employee tools specifically sales and customer support tools and functionality. Strong relationship building and leadership expertise, exceptional communication and collaboration skills, and a strategic omnichannel perspective are also a must in order to help to define and deliver our next generation employee tools.
In this role, you will create end-to-end Telesales and Care Tools program strategies and cohesive plans to implement those strategies that include impacts to technology, people, and process with a focus on planning, change management, and communication. Specifically, you will lead the Telesales and Care Tools Roadmap development for products to create a best-in-class customer and employee experience. You will partner closely with key stakeholders in the development of that end-to-end roadmap.
Responsibilities
• Tools Strategy & Alignment
◦ Drive strategies that ensure that customer and employees are at the center of our user experience
◦ Serve as the 'voice' of the channel with technology organization including delivering executive updates to business stakeholders
◦ Lead stakeholder engagement, interacting closely with a matrixed cross functional team in order to secure alignment and solution excellence
◦ Foster an environment of empowerment, openness, inclusion, and objectivity all while striving to deliver solutions that benefit the entire company
◦ Align all stakeholders on strategy and approach in order to ensure effective and efficient development
◦ Maintain plan and roadmap as priorities and dependencies change/evolve
• Next Gen Tools Migration Plan & Roadmap
◦ Develop the strategy and associated plan for the migration of Current Gen applications into Next Gen enterprise platforms
◦ Develop and maintain long-range application roadmap
• New Tool Enhancement Requests
◦ Represent stakeholders in Telesales and Care Tools requirements development across existing and planned systems
◦ Lead review and clarification discussions on new requests
◦ Lead initial feasibility assessment if needed (t-shirt sizing)
◦ Lead high-level business requirements documentation
◦ Facilitate prioritization of requests including ensuring the associated business justification is created
Qualifications:
• 14 years' relevant work experience
• Bachelor's Degree or Equivalent
• Hands-on ownership of enterprise employee tool(s)
• Hands-on working knowledge of sales and customer service functionality in a call center environment
• History of successful management and delivery of enterprise programs
• Practical experience in Sales, Customer Service, Operations, MIS, and/or IT areas
• Deep understanding of Business Process Management
• Demonstrated leadership experience driving cross-functional initiatives
• Excellent analytical, problem-solving and project leadership skills
• Exceptional attention to detail and ability to progress multiple projects in parallel
• Strong organizational skills, follow through and demonstrated leadership
• Self-starter that uses creative problem solving skills to resolve issues
• Strong and effective verbal and written communication skills, specifically related to business and technical writing including the ability to translate technical concepts into 'business language' and vice versa
• Ability to 'tell the story' to any level/function within the organization both verbally and written
• A passion to transform our customer experience and employee experience to create a world class experience
• Team player with a 'can-do' attitude
• History of productive collaboration across multiple levels of company personnel
• Ability to establish trusted partnerships with all stakeholders
• Ability to 'negotiate to a win-win' resolution for all parties
• Ability to use personal influence to build positive working relationships with subject matter experts
Company is an EOE/Veterans/Disabled/LGBT employer