Customer Service Next Gen Technology Delivery Lead at arenaflex

Join arenaflex, a leading global professional services company, as we embark on a transformative journey to revolutionize the customer experience. As a Customer Service Next Gen Technology Delivery Lead, you will play a pivotal role in shaping the future of customer service by leveraging cutting-edge technology and innovative solutions.

About arenaflex

arenaflex is a talent- and innovation-led company with 742,000 people serving clients in more than 120 countries. We combine our strength in technology and leadership in cloud, data, and AI with unmatched industry experience, functional expertise, and global delivery capability. Our capabilities, together with our culture of shared success and commitment to creating 3600 value, enable us to help our clients reinvent and build trusted, lasting relationships.

The Role

We are seeking a highly effective program Delivery Lead and Service Technology Architect to join our Song team. As a Customer Service Next Gen Technology Delivery Lead, you will be responsible for the overall design and success of technology-focused Service Experience programs, focusing on the client relationship, financials, technology blueprint and architecture, project delivery, resourcing, and overall program health.

Key Responsibilities

* Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex, global, and large-scale Service technology solutions crossing customer channels, service center backoffice, and field service solutions

• Develops strong working relationships with the senior management team and identifies follow-on project opportunities
• Manages and contributes to the development of the platform migration and global roll-out strategy and execution
• Works with software and technology partners to design and deliver Service-focused solutions
• Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification, and mitigation planning
• Manages day-to-day on-shore and off-shore project teams during the project lifecycle
• Manages the project ideation, gathering high-level business requirements, defining detailed requirements and process into epics and stories
• Manages experience-led teams in developing strategic vision and creative UI/UX design
• Interacts with client stakeholders for business justification, funding, scope, and timeline
• Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources

Essential Qualifications

* Minimum 5+ years of experience leading the successful delivery of Service Experience platform & operations projects

• Minimum 5+ years of experience delivering projects that have integrated one or more of the functional capabilities listed below:

+ Customer Service Channels (B2C, B2B) + Cross-channel (Web, Mobile, Voice, Assistant) + Service Experiences + Service Delivery Technology Platforms (Service Center, Call Center, Field Service Operations) + Service Delivery enablement (field worker, 3rd party service management)

• Bonus points if:

+ Minimum 5 years of experience with both Waterfall and Agile SDLC, implementing large, complex web sites, commerce applications, or marketing automation platforms + 5+ years of experience implementing comprehensive service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio + Experience with Service channel experience design, implementation, and execution + Experience in algorithmic decisioning or interactive management + Experience with defining, designing, and implementing a development architecture leveraging CI/CD principles + Strong understanding of PCI/PII security and data privacy requirements + Strong knowledge of project management methodology, including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetings

Preferred Qualifications

* Exceptionally strong leadership and communication skills to effectively manage client accounts and multidisciplinary teams

• Experience in a consulting environment with demonstrated record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.)

What We Offer

* Competitive compensation package, including annual salary range: + California: $93,400 to $224,600 + Colorado: $93,400 to $194,100 + District of Columbia: $99,500 to $206,700 + Maryland: $86,500 to $179,700 + New York: $86,500 to $224,600 + Washington: $99,500 to $206,700

• Comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and innovative professional with a passion for customer service and technology, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.

About arenaflex's Culture

arenaflex is committed to creating a culture of shared success and inclusivity, where every individual has the opportunity to grow and thrive. We believe that diversity and inclusion are fundamental to our success and strive to create a workplace that is welcoming and inclusive for all.

Equal Employment Opportunity Statement

arenaflex is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law.

Accommodation Requests

arenaflex is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by arenaflex and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process.

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