Job Details

Customer Enablement & Channel Integration Manager - San Francisco/San Jose-

We offer Permanent and Executive Search staffing, serving a broad spectrum of industries with qualified candidates. Our consultants have experience in corporate hiring and agency backgrounds, ensuring exceptional recruiters find the right fit for any role.

Our qualified candidates assume positions covering a wide range of employment areas, including Office Administration, Accounting, Engineering, Finance, Customer Service, Call Centre, Human Resources, Information Technology, Sales & Marketing, Logistics, Pharmaceutical, Medical, Legal, Bilingual Services, Retail, and Management & Executive Search.

Key Responsibilities:

• Conduct business diagnostics to help clients establish industry-leading customer service solutions
• Develop thoughtful and innovative strategies to improve customer experience, increase revenue generation, and reduce operational costs across various customer segments through customer enablement and channel integration
• Perform/interpret metrics and analysis to identify opportunities and provide business justifications for clients
• Define to-be organization processes, capabilities, application of key technologies, and performance measurements/KPIs
• Develop implementation plans for proposed projects, including timelines, resource requirements, and cost estimates
• Transform client vision into concrete business requirements
• Lead design efforts for the enablement solution (e.g., IVR)
• Actively pursue project opportunities and cultivate client relationships
• Contribute to thought capital development
• Ability to travel up to 100% (typically Monday through Thursday)

Basic Qualifications:

• Minimum of 3 years of experience in one or more of the following: Functional requirements writing for custom systems, IVR or Web Self Service customer experience and usability design, Data Analysis and reporting, Project Management, or Customer Contact Centers
• Bachelor's degree required

Preferred Skills:

• Experience with Customer Experience Analytics applications like ClickFox
• Experience with Natural Language Search and Knowledge Management applications like Inquira
• Experience with Microsoft Office Applications (Word, Excel, PowerPoint, Visio)

Professional Skill Requirements:

• Proven ability to build, manage, and foster a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment
• Proven ability to perform and thrive in a collaborative environment
• Proven ability to perform in a project-oriented environment
• Excellent leadership and management skills

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

We are an equal opportunities employer and welcome applications from all qualified candidates. All your information will be kept confidential according to EEO guidelines.