Date: Jan 18, 2014
Location: New York, NY, US
Senior Manager- Servicing Capabilities & Operations-13016151
Description
Global Merchant Interactive drives digital innovation on a global scale and is responsible for the capabilities and experiences enabling Merchants to manage their account, access customized experiences and tap into the value of the network and our data. This is a fast growing team in an area of the business with significant strategic focus and sponsorship.
Within this group, we are looking for a Senior Manager - Servicing Capabilities and Operations who will be responsible for the strategic development of digital servicing assets, define digital servicing strategy and lead ongoing production support across Merchant Interactive channels.
Responsibilities include:
- Ownership of strategy and technical development of Alerts, Secure Messaging, Chat, Video, Email and Co-Browsing, working across GMS business, AXPi, World Service and AET.
- Lead liaison with World Service for all briefings, customer care issues and annual SQP forecasts including annual BGIs/quote
- Leading partner tech projects linked to operational servicing.
- Identifying, prioritizing and troubleshooting website production issues raised by CCPs, Client Managers & partners
- Implementing and testing technical fixes and website updates with AET
- People leadership of 1 x B30 and 1 x Contractor resource
We are looking for a seasoned talent in the capabilities space, with rock solid ability to understand needs, develop requirements, work with creative leads to prototype concepts and test them with customers. You have the business savvy to create a compelling strategy, simplify the language of technology for leadership and secure organizational buy-in. You’re also passionate about improving both technical and human relationships with our customers; someone who doesn’t just create functional products, but ones that truly solve problems and that customers love to use. You will be someone with a passion for exceptional customer experience and who understands that it really is the little things that matter. And finally we expect you to be someone to be obsessive about the details – both in terms of launching new technologies on time, to quality and budget.
Qualifications
1. Minimum 5 years experience in one or more of the following areas: capabilities management, technology strategy,
2. Strong understanding and a passion for trends in digital space
3. Hands on understanding of complex architectures within technical and operational servicing infrastructure, including call center environment
4. Proven ability to speak the language of both technology and marketing
5. Ability to innovate with no pre-defined roadmap
6. Ability to create and dive into and drive innovation from complex systems and data flows
7. Excellent communication skills, collaborating and influencing skills to manage large, cross functional projects and stakeholders (including World Service senior leadership) in US and 22 markets globally.
8. Strong ability to work in a virtual environment across multiple time zones
9. Minimum requirement to travel as required (approx 5% as needed)
Job: Marketing
Primary Location: US-New York-New York
Other Locations
US-Arizona-Phoenix
Schedule: Full-time
Job Segments: Operations Manager, Operations, Manager, Marketing Manager, Call Center Supervisor, Management, Marketing, Customer Service
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