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Technology Delivery Manager- Customer Care

Company: Hertz
Location: Estero
Posted on: November 21, 2022

Job Description:

Focusing on priority for customer centric products and solutions delivery between Care Operations & IT, this role will play a strategic counselor, thought leader, and SME to guide and/or oversee the enhancement of all channels, Operations technology platforms, systems, and tools. In this role, you will guide and liaison between teams and individuals between care operations and technology (and other groups as required) to determine actionable implementations to solve for top care support and services issues. These issues will be uncovered using analytics, observations, trial and tools. Founded in knowledge of care operations, care technologies, and services channels, you will drive a new way to understand and prioritize support initiatives through technology platform and tools implementation, utilization of emerging technology, analytics and process improvements

Job Responsibilities and Duties

  • Lead the strategic direction, evaluation and oversight of technology platforms, systems and tools used within operations in direct or indirect support of customers and the organization.
  • Evaluate and manage inbound support channels, including support mediums, emerging technologies, potential self-service options, support mechanisms, integration to and support for CRM desktop platforms and dashboards.
  • Provide oversight and direction for the creation and management of requirements and/or user stories supporting the technology for Operations, ranging from internal systems to 3 rd party technology service providers and vendors.
  • Act as SME and provide directional knowledge for Business Analysts and other team members to meet system strategies needs and requirements.
  • Identify, evaluate, source, and plan the use of service and support optimization solutions through new technology utilization, automation, and good design of care tools & applications.
  • Advocate and liaison between Operations and Technology teams and leaders to evaluate, describe, and/or translate needs between business and technology specifications to meet larger corporate strategy and goals.
  • Facilitate and support the development of business cases and be able to create operational and/or financial baselines, define KPIs and assign business value to new initiatives, requirements or user stories.
  • Meet with key business partners regularly to uncover business and/or system issues that need to be addressed in future releases.
  • Partner with stakeholders to identify opportunities for care technology, process optimization and redesign.
  • Work closely with Product Owner teams and Software Development teams to ensure user requirements, stories, and acceptance criteria are well understood and align with strategic placemats.
  • Fully participate in the operations planning and development process, including story sizing, demos, requirement review, and value assessment in collaboration with relevant stakeholders.
  • Partner with business and technology to ensure that requirements encompass business value & applicable outcomes while providing actionable detail to stakeholders.
    • Bachelor's Degree, plus 10+ years progressive experience, or equivalent.
    • Knowledge of Customer Relationship Management systems (CRM), support channels & services, automation, including tools and support applications.
    • 7+ years contact center technology/business experience.
    • Experience with IT projects developed using various project/program methodologies.
    • Experience with Product Management/Ownership for operations systems
    • Proven experience with working with Information Technology on small to large projects.
    • Experience analyzing and documenting complex business processes.
    • Execution of initiatives working with a diverse group of people including departmental leaders, executive leaders, IT resources and system users, and business leaders.
    • Leadership and management skills.
    • Strong and effective planning, analysis and problem-solving skills.
    • Relevant experience in complex consumer services organizations with multiple products, or in IT system ownership.
      At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture - and our success and reputation as a company.

      Individuals are encouraged to apply for positions because of the characteristics that make them unique.

      Qualified applicants with criminal histories will be considered for employment in a manner consistent with applicable federal, state and local law. Hertz is a drug free workplace.

      EOE, including disability/veteran

Keywords: Hertz, Cape Coral , Technology Delivery Manager- Customer Care, IT / Software / Systems , Estero, Florida

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