Manager, Initiatives Support – Colleague Engagement

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Take ownership of essential colleague experience initiatives encompassing recognition, development, colleague engagement activities, senior leadership events, and performance objective assistance.

• Introduce structure to quarterly and annual recognition processes alongside leadership development programs such as LiFT and PEAK.

• Organize both onsite and remote colleague engagement activities.

• Assist in the facilitation of offsite meetings and leadership forums.

• Collaborate with senior leaders and HR to clarify performance expectations for USCC roles.

• Act as a representative for Shared Services in leveraging organizational capabilities to meet business-line strategic priorities.

• Formulate strategies that improve integrated customer and employee experiences across contact centers.

• Coordinate with the Digital Channels Strategic Initiative Manager on the operational implications of digital changes and the evolution of the omnichannel experience.

• Work in partnership with business teams to negotiate requirements, ensure service delivery, and serve as a Subject Matter Expert (SME) or project sponsor.

• Provide insights drawn from best practices and programs implemented in other phone-channel businesses.

• Facilitate initiative and business requests through the project intake process.

• Identify and implement strategies to enhance operational efficiency.

• Connect business and operational strategies across various businesses, product partners, and support groups.

• Generate strategic recommendations for short-, medium-, and long-term opportunities.

• Cultivate relationships with Contact Center leadership to identify opportunities that enhance customer experience, employee experience, and shareholder value.

• Propose, plan, and assist in cost-effective solutions that improve contact-center performance drivers.

• Lead strategic initiatives for the North American Phone Channel.

• Identify strategic opportunities and tactics for enhancing business performance.

• Align recommendations with Operations, Process Improvement, Initiative Support, Compliance, and Finance.

• Oversee interdependencies among various project activities in collaboration with the PMO team.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• Over 7 years of relevant experience.

• Capability to navigate and leverage internal relationships and functional areas throughout the organization.

• Demonstrated ability to achieve results.

• Previous experience in the Phone Channel is advantageous.

• Strong relationship management skills and experience are preferred.

• Proven track record of delivering results in uncertain situations.

• Capacity to manage multiple priorities and requests from various executive stakeholders in a fast-paced, dynamic environment.

• Excellent written and verbal communication skills.

• Proven ability to influence and drive results.

• Strong conceptual, analytical, and problem-solving abilities.

• Demonstrated business acumen to transform concepts and strategies into successful projects and everyday activities.

• Exceptional presentation skills.

• Ability to lead through positive influence and effectively engage with senior stakeholders.

• Proven customer focus and comprehension of superior customer experience by phone.

• Excellence as a consensus builder, self-motivated individual, and collaborative team member.

• Occasional domestic travel required.

• Ongoing ability to perform sedentary work, manage multiple tasks, operate standard office equipment, maintain concentration for extended periods, apply common sense to standardized problems, read/write/comprehend instructions, and conduct basic arithmetic.

• Must not require lifting/carrying over 25 lbs.; international travel is never required.

🏝️ Benefits

• Competitive base salary ranging from $91,000 - $136,240 USD.

• Variable compensation and incentive awards, including eligibility for cash and/or equity incentive awards.

• Comprehensive health and wellness benefits.

• Savings and retirement programs.

• Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO.

• Banking benefits and discounts.

• Opportunities for career development.

• Recognition and rewards programs.

• Regular discussions regarding career development and performance with management.

• Access to an online learning platform.

• Mentoring programs available.

• Training and onboarding sessions provided.

• Accommodation support during the application process.

• Commitment to equal opportunity employment and a diverse, inclusive workplace.

• A respectful workplace where diverse perspectives are valued.