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Senior Director Customer Care Technology
GoDaddy
Tempe, AZ, United States
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Description
Position at GoDaddy
Leader - Technology for Care
Do you have a passion for making others successful and ensuring their goals become reality? Are you an experienced expert on live agent behaviors and the interconnection to their systems? Have you lead technology practices around customer service and inside sales enablement platforms? Can you see into the future, where an organization is going, and how technology can make this happen? If so, you may be just what we are looking for to shape the future of GoDaddy’s care and sales team technology, making life better for our thousands of reps across the world and translating into the ultimate success of our 15 million customers worldwide.
Here is how you’d fit, leading a small team you will work directly in support of our care and sales leaders across the business. Translating their asks and needs into a deliverable roadmap that moves beyond just the immediate, creating a vision to put our tools and technology ahead of the industry as a whole creating a new platform for competitive advantage. All of this while keeping the ‘lights on’ for a 24/365 critical platform, and working in close concert with our internal development teams.
Responsibilities
• Uncover and identify current and future technology needs for the business, delivering an appropriate plan to deliver on these
• Partner across the business from leadership to line-level, understanding needs and opportunities
• Deliver a technology vision that excites the business, instilling rep confidence that ultimately provides lift to performance, enthusiasm, and reduces rep attrition
• Provide critical guidance to our internal development teams
• Ensure smooth rollout and transitions of enhancements and platforms
• Bring industry best practices, innovating to lift our business above those
• Build a practice around constant test and measurement, combine the art and science of technology deployment to positive employee outcomes
• Keep our employee and customer as the cornerstone of focus for our technology
• Be the creator and keeper of our short, medium, and long-term technology roadmap as it relates to care and sales
Qualifications
• Seven to ten years plus of care and/or sales based technology design and implementation, ideally across multiple environments and companies
• Direct leadership role in development and/or ownership of core contact center technology, such as CRM, SFDC, or related, including internal relationships with technology and operations
• Strong understanding and experience in agent technology needs, with direct experience in delivering against these need sets
• Experience in managing competing priorities and technological conflicts
• Proven experience in all phases of technology consideration, evaluation, development, and deployment. Knowledge of delivery process from both internal development and external vendor engagements
• Understanding of contact center infrastructures, organizations, and consideration sets
• Experience with agile development processes
• Ability to craft requirements documentation that spans both business and technology/engineering user sets
• Five plus years of successful leadership of direct reports and teambuilding
• A college degree, a relevant advanced degree a plus