Systems Experience Manager

About the Role

Key Responsibilities

• Manage the Frontline systems experience throughout project and production lifecycle, including cross-functional project ownership, implementation, launches, and ongoing support.
• Lead ad hoc teams to effectively manage complex, cross-functional system issues.
• Communicate with leadership, business partners, and stakeholders on progress against strategy and keep them informed on existing issues related to system availability and functionality.
• Lead medium to large initiatives to improve systems, user experience, procedures, and customer satisfaction.
• Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction that enhance systems and customer experience.
• Create, own, and/or approve technical documentation including process documents, impact assessments, business requirements, workflow documents, user acceptance test cases, and support procedures.
• Define and communicate prioritization based on customer and stakeholder input, company objectives, and values; serve as an escalation point for stakeholder conflicts.
• Prepare communications for executive and business sponsors regarding system status, launch readiness, disruptive events, and issues.
• Mentor and provide tactical direction to team members, exert positive influence, and serve as an escalation resource.

Requirements

• Bachelor's Degree or equivalent work experience.
• 2-4 years contact center experience.
• 2-4 years analysis or systems production support, including problem management.
• 1-2 years people leadership or business process management experience.
• Strong knowledge and proficiency of inbound customer messaging/social support software (Sprinklr, Khoros, LivePerson, Google), mass outbound SMS software, and messaging virtual assistants.
• Proficient with MS Office Suite.
• At least 18 years of age.
• Legally authorized to work in the United States.
• Travel required.

Nice to Have

• Proficient with MS Office Suite.

Qualifications

• Bachelor's Degree or equivalent work experience.

Benefits & Perks

• Competitive base salary and compensation package.
• Annual stock grant, employee stock purchase plan, 401(k).
• Access to free, year-round money coaches.
• Medical, dental, and vision insurance.
• Flexible spending account, paid time off, and up to 12 paid holidays.
• Paid parental and family leave, family building benefits, back-up care, childcare subsidy, tuition assistance, college coaching.
• Short- and long-term disability, voluntary AD&D, accident, life, and disability insurance.
• Voluntary long-term care insurance.
• Mobile service & home internet discounts, pet insurance, transit programs.