Customer Enablement & Channel Integration Manager - San Francisco/San Jose-

Key Responsibilities:

• Conduct business diagnostics to help clients establish industry leading customer service solutions
• Develop thoughtful and innovative strategies to improve customer experience, increase revenue generation, and reduce operational costs across various customer segments through customer enablement and channel integration
• Perform/interpret metrics and analysis to identify opportunities and provide business justifications for clients
• Define to-be organization processes, capabilities, application of key technologies, and performance measurements/KPIs
• Develop implementation plans for proposed projects, including timelines, resource requirements and cost estimates
• Transform client vision into concrete business requirements.
• Lead design efforts for the enablement solution (ex: IVR)
• Actively pursue project opportunities and cultivate client relationships
• Contribute to thought capital development
• Ability to travel up to 100% (typically Monday through Thursday)

Basic Qualifications:

• Minimum of 3 years experience in one or more of the following;
• Functional requirements writing for custom systems
• IVR or Web Self Service customer experience and usability design
• Data Analysis and reporting
• Project Management
• Customer Contact Centers
• Bachelor's degree required

Preferred Skills:

• Experience with Customer Experience Analytics applications like ClickFox
• Experience with Natural Language Search and Knowledge Management applications like Inquira
• Experience with Microsoft Office Applications (Word, Excel, PowerPoint, Visio)

Professional Skill Requirements:

• Proven ability to build, manage and foster a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment
• Proven ability to perform and thrive in a collaborative environment
• Proven ability to perform in a project oriented environment
• Excellent leadership and management skills

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

****We Are Looking To HIRE quickly ****

No Phone Calls/Emails etc please those chosen for an interview will be contacted

We look forward to receiving your application!
All your information will be kept confidential according to EEO guidelines.