Customer Care Technology Relationship Manager

Role & responsibilities

Life Unlimited

Customer Care Technology Relationship Manager

What will you be doing?

System Transitions & Technology Adoption. Working with all levels of Customer Care, Internal IT and Third Party Providers

- support product vision and strategy for a multi-channel Contact Centre

- manage the deployment and successful adoption of complimentary new technology and new contact channels such as Web, Chat, AI, Omni-Channel

- resolve system-related issues during and after transitions, proactively working with the business and IT to minimize disruptions and ensure a smooth operational implementation for all teams.

Enhancement identification, lifecycle & support process

- Pro-actively identify operational inefficiencies and champion technology improvements to resolve them

- Manage the E2E lifecycle of enhancement requests and implement improvements to the Salesforce and Amazon Connect platforms, ensuring operational stability and increased efficiencies.

- Champion platform enhancements to both Salesforce and AWS to improve customer interactions and agent workflows on all platforms.

- Act as the central point of escalation for system-related issues affecting global Customer Care teams and provide interface to IT support teams, driving swift resolution to prevent service interruptions and improve overall system resilience.

Training and Knowledge Management

- Contribute to the development and governance of the Knowledge Management process, ensuring all Customer Care Agents have seamless access to accurate, up-to-date information.
- Design appropriate training programs for Salesforce, Amazon Connect, and AI-driven case management, equipping Customer Care Teams with the necessary skills to enhance efficiency, reduce ramp-up time for new hires, and drive faster issue resolution.

Problem Management & Governance Processes

- Manage and deliver the Problem Management process, pro-actively analyzing insights to identify areas for improving Customer Care efficiency, enhancing end user satisfaction and resolving system and process issues.

- Define and deliver robust local Governance Processes to prioritize enhancements and development efforts with the IT team and maintain an active Super User community

Performance Reporting & Customer Experience

- Manage Global operational performance reporting and initiatives, ensuring stakeholders up to VP Level are able to monitor system usage and agent productivity.

- Pro-actively identify improvements to reporting and drive continuous improvement initiatives.

- Introduce, monitor and enforce Service Level Agreements (SLAs) by identifying gaps in process execution, implementing continuous improvements to enhance customer response times and resolution quality, and ensuring compliance with global SLA targets across all regions.

What will you need to be successful?

• 10+ years working in a transformational capacity in a large and multi-channel Contact Centre
• Degree educated, preferably in Information Technology, Information Systems, or related field.
• Nice to have Certification/Licenses: ITIL certified preferred

• Operating Mode: Work from office: All 5 days in a week. (Shift Flexible to work in US and UK shift)

• 5+ years' experience working with a leading Case Management platform e.g. ServiceNow or Salesforce
• Business Process definition, re-engineering, and improvement, KCS Knowledge process.
• Understanding of Service Improvement lifecycle
• Excellent communication skills, up to and including Senior Manager level.
• Stakeholder management, Strong organisational skills. Ability to interpret complex business environments, issues and requirements.
• Ability to distil those business needs into clear system requirements. Customer-centric attitude.