Senior Manager, CSS Contact Center Solutions

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

📋 Description

• Perform market analysis and competitive research to identify customer needs and industry trends.

• Ensure that internal product documentation, standards, and governance materials are maintained with utmost accuracy and relevance.

• Cultivate partnerships with essential stakeholders across the organization to better comprehend business requirements, evaluate process efficiency, and create customer-centric solutions.

• Oversee product roadmaps and manage releases effectively.

• Examine escalated support tickets for project evaluation and collaborate with relevant parties.

⛳️ Requirements

• Previous experience in contact center management or familiarity with contact center technologies, products, and/or services.

• Ability to discern customer needs by actively listening, asking insightful questions, applying knowledge, and developing solutions.

• Proficient in Excel at an intermediate level or higher.

• Expertise in contact center principles, including configuration, telephony routing, and data requirements.

• Exceptional verbal and written communication skills, with the ability to influence and engage stakeholders across all levels.

🏝️ Benefits

• Flexible work hours and options for remote or work-from-home arrangements.

• Opportunities to enhance your skills and advance your career.

• Generous vacation days to allow for rest and rejuvenation.

• A compensation package that aligns with your expectations, encompassing tools for mental, physical, and financial well-being.

• Professional perks and discounts within the travel industry.

• A welcoming workplace that values diversity and inclusivity.