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Contact Center Platform Manager Vice President Auburn Hills

Job Location:
Auburn Hills, MI
Metro Area:
MI - Detroit
Company Name: Comerica
Website:  Click to Visit
Comerica
The Contact Center Platform Leader will have end-to-end accountability for a Customer Contact Center Platform that includes defining the platform strategy and roadmap, planning platform technology investments, executing platform delivery, and sustaining operational maintenance and performance of the platform. The role requires understanding how capabilities from the platform supports business and IT strategies and objectives including improving the customer experience and optimizing operational costs. The role also requires establishing relationships with teams that consume the products and services of the platform to understand their business strategies, roadmaps and requirements.

Responsibilities

Strategy & Planning

* Responsible for the planning, development, delivery, and life-cycle management of Comerica's Customer Contact Center Platform, collaborating with all lines of business, domains and channel owners
* Develops and champions the platform vision, strategy, and roadmap for all key moments in the customer experience that drive engagement and monetization opportunities
* Shapes the technology strategy for the platform that addresses customer needs in a faster and better way across channels of choice such as mobile, web, chat and voice
* Focuses on platform strategies and features that deepen customer relationships, enhances customer experiences with Comerica and delivers strong, positive return on investment
* Identifies market trends, competition and assesses opportunities for improving the engagement and monetization of customer segments in omni-channel, cross-channel, live and digital environments

Operations

* Balances and manages technical, feature, cost, and schedule trade-offs
* Ensures day to day operational health and performance of the platform, including maintaining technology, security, and business continuity standards
* Attracts, develops, and leads top talent and grow a best in class product management team

Execution

* Collaborates with internal teams and suppliers to execute the roadmap through discovery, design, development, testing, and launch and owns all platform outcomes including on-time release and usability
* Uses Agile/DevOps methodologies including defining minimum viable products (MVP), owning the product backlog, clarifying user stories/business requirements, removing roadblocks, resolving issues quickly and ensuring delivery of scope
* Works with cross-functional teams in developing, launching, and supporting product releases

Travel
Travel is required of this position up to 25% of time.

Relocation
Relocation is available for this position.

* Bachelor's degree in Information Technology, Information Systems or related discipline or High School Diploma or GED and 8 years IT experience
* 10 years of experience in customer service, contact center, or digital customer contact fields
* Completion of a large-scale implementation project in two or more of the following areas:

* Customer service or contact center transformation
* Customer service or contact center technology design and implementation
* Customer service or contact center experience design
* Customer service or contact center process implementation
* Digital customer service or contact center technology platforms (IVR, web/chat/email, social media, automation)
* 5 years of experience with the Agile software development process and methods
* 8 years IT program and project management experience
* 8 years of experience leading teams
* 7 years of demonstrable experience in a product management or related role

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
 
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