Director, Service Transformation Technology
- Job Title
- Director, Service Transformation Technology
- Job ID
- 27316145
- Location
- Short Hills, NJ
- Other Location
- Description
-
Talent orchard has been retained by a top-tier consulting firm seeking a Director in Customer & Operations for their Management Consulting practice.
Responsibilities include:
- Lead client engagements and work streams related to technology improvements and operational analysis for customer-facing services and functions
- Provide oversight of highly skilled client and work teams throughout the project lifecycle and help ensure timely execution of project deliverables
- Apply well developed consulting skills and in-depth industry and functional knowledge in the execution of assignments
- Establish client value propositions that tie financial metrics and CFO focus areas directly to business improvement
- Help lead proposal development and other new business development activities by leveraging existing relationships with C-level executives
- Provide input into engagement decisions including work plan and timeline, project management, resource allocation and career development of staff members
Qualifications:
- Minimum seven years of management consulting experience with heavy focus working in customer service, contact center environment or digital customer field, with minimum five years of experience leading teams; management consulting experience is required
- Deep functional knowledge in three or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and workforce management, quality management, training, technology support, digital customer service technology, reporting metrics/KPIs, and supplier/contract management
- Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing is preferred
- Prior knowledge in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations; Excellent written and verbal communication skills
- Ability to travel 80-100% and be able to prioritize, delegate, organize, and manage multiple teams and client engagements simultaneously
- Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future
Required Skills:
- Bachelor's degree in a related field from an accredited college/university; MBA is preferred
- Ability and willingness to travel up to 80% if needed
- Must be local to the New Jersey area