Customer Service Business Relationship Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Collaborate with Customer Service leadership to interpret business goals, customer experience requirements, and operational needs into scalable digital solutions.

• Act as the main point of contact between Customer Service stakeholders and digital delivery teams, encompassing IT, Product, AI/Automation, Data, and external vendors.

• Work alongside digital product leads to ensure that Customer Service initiatives are in alignment with the overarching digital experience strategy.

• Oversee the intake, prioritization, and execution of Customer Service digital initiatives, including AI-driven solutions, CRM upgrades, and ERP integrations.

• Specify and manage business and functional requirements for platforms such as Salesforce (case management, workflows, knowledge, CTI) and SAP (order management, billing, service processes).

• Transform business needs into project scopes, user stories, acceptance criteria, and delivery roadmaps that correspond with Customer Service KPIs.

• Organize and oversee digital resource capacity, timelines, budgets, dependencies, and risks across multiple concurrent Customer Service initiatives.

• Guarantee seamless integration and data flow between Salesforce, SAP, AI platforms, and subsequent reporting and analytics tools.

• Establish reporting requirements and data models that support KPIs such as CSAT, AHT, FCR, backlog, SLA adherence, and productivity.

• Collaborate with data and analytics teams to ensure the accuracy, governance, and automation of reporting outputs.

• Assist in testing, training, change management, stakeholder communication, and the rollout of new tools and processes to ensure adoption and sustained value.

• Ensure adherence to enterprise architecture standards, security, data privacy regulations, and SDLC / Agile delivery practices.

⛳️ Requirements

• Bachelor’s Degree

• Over 5 years of experience with CRM and customer service platforms

• Practical experience with customer data and electronic transactions within an SAP environment.

• Knowledge of omnichannel service channels (phone, chat, email, self-service), along with experience in workflow automation and optimization.

• Ability to assess service data, dashboards, and KPIs to guide prioritization and decision-making.

• Demonstrated project management skills, including planning, execution, risk management, and delivery in complex matrixed environments.

• Familiarity with Agile, Scrum, or hybrid delivery methodologies.

• Strong business acumen with the capacity to balance customer experience, operational efficiency, and cost considerations.

• Capability to lead through influence, manage stakeholders, and align diverse teams toward common goals.

• Exceptional communication skills, encompassing executive-level updates and facilitation of working sessions.

• Change leadership mindset with experience in driving adoption across customer service teams.

🏝️ Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives

• Retirement Benefits

• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation

• Disability: Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account

• Tuition Assistance