Senior Manager - Contact Center & Support Services
Vacancy expired!
Job Description
Your Career
As the Senior Manager - Contact Center & Support Servicesyou are in a position within the Global Customer Support Strategy and Operations organization to partner with Customer Support, IT, and Business Operations to build and deliver key Support technology projects and programs. The Senior Manager - Contact Center & Support Services is the point person for clarifying strategic level goals for the team and outlining the execution plans to achieve them. Employing both a strategic focus, as well as a tactical approach is a must in this role. You will play a critical role in the delivery of a wide range of initiatives, from small, quick wins, to lengthy and complex programs. The ideal candidate will have strong leadership skills along with program / project management experience in customer support technologies supporting SaaS in an agile development environment. This individual will also work closely with other team members of the GCS Operations team to optimize cross-functional collaboration.
Job Duties and Responsibilities:Experienced leader with a growth mindset and passion for developing teams.
Structure, kick-off, and run continuous and/or time-bound programs within and beyond the IT organization by clarifying priorities, enabling the execution of deliverables, defining program process flows, and providing continuous transparency.
Champion the execution of agile best practices within the IT and GCS Ops teams.
Provide guidance to the team in project managing various initiatives within and beyond Customer Support, across multiple teams; taking a hands-on and proactive approach to remove impediments, introduce efficiencies, and provide workflow solutions.
Lead the introduction of new processes / workflows, by bringing proposed solutions to the teams and rolling them out in an iterative manner.
Build and maintain alignment across multiple teams for keeping a focus on execution, continuous improvement, and operational excellence.
Anticipate and mitigate risks - by having close involvement with teams’ goals and challenges, applying past experience, and keeping the big picture in mind.
Provide clear and crisp transparency on the status and progress of initiatives.
Create and manage models to forecast team headcount for each fiscal year.
Collaborate closely with cross-functional teams to successfully execute on projects (Finance, M&A, Legal, IT, Product Management, Data & Analytics)
Qualifications
Minimum REQUIRED Knowledge, Skills, and Abilities:Minimum 5 years total experience leading teams in a software, SaaS, or systems integration environment.
Minimum 5 years hands-on project management experience or team leadership experience in the integration of support software technologies, particularly Support Case Management and omni-channel Contact Center applications, managing initiatives from start to finish.
Experience managing Contact Center applications required. Genesys PureConnect or PureCloud experience preferred
Experience with Case Management applications from both the business standpoint and integration with Contact Center applications
Minimum 2 years hands-on Scrum Master experience in a software systems integration for a SaaS environment.
Hands-on experience project managing an initiative from start to finish.
Excellent verbal and written communication; skilled with communication at all levels.
Strong leadership skills; including ability to influence without authority. Strong technical aptitude with an affinity/experience working hand-in-hand with software, test, Business Analysts and/or System Operation Engineers.
Expertise with software development lifecycles, including Agile / Scrum
Thrives in a fast-paced environment with a high rate of change.
Bachelor's degree
Salesforce Service Cloud
Contact Center fundamentals (Omnichannel, ACD, AI, Chat, WFM, Quality Management, telephony and metrics) Genesys Cloud/PureConnect preferred. Knowledge of web services and API’s is a plus
Training in Agile or Scrum Master certification is ideal
Additional Information
Our Commitment:We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [emailprotected].
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Vacancy expired!