Senior Manager, CX Systems
Instacart
Senior Manager, CX Systems
Instacart
full-time
Posted on:
Origin: • 🇺🇸 United States • California, Colorado
Visit company websiteSalary
💰 $168,000 - $225,000 per year
Job Level
Senior
About the role
- Manage the team responsible for technical sprints and tooling maintenance.
- Keep business stakeholders informed on timelines and progress.
- Develop strong performance standards and drive rigorous improvement across a range of employee levels. Build a strong culture of quality, efficiency and innovation.
- Analyze CRM, chat & IVR workflows to identify areas for efficiency improvements and implement automation best practices. Design and uphold strict quality control measures for all CRM processes. Monitor performance metrics closely and facilitate collaboration across departments to ensure CRM process alignment.
- Evaluate and enhance current CRM integrations, collaborating with IT to address any issues that arise. Develop strategies to incorporate third-party tools within the CRM system. Ensure smooth data flow between the CRM and other platforms by coordinating with data teams.
- Drive implementations of the CX and Technology roadmap with high-quality implementations and exceptional time management. Influence our technology strategy by identifying shifting trends in the contact center landscape and developing proposals to turn into action.
Requirements
- 6+ years of people management experience
- 3+ years with process improvement in a contact center and/or operations environment
- 5+ years in service technology implementation, maintenance and automation
- Proficiency in Salesforce
- Knowledge of chatbot implementation & management
- Knowledge of telephony and IVR systems
- Experience with running high-performing operations teams
- Experience with quality control practices in CRM environments
- Skill in troubleshooting and resolving CRM integration issues
- Ability to design and implement CRM automation strategies
- Knowledge of data flow management between CRM and other systems
- Experience with third-party CRM enhancement tools
- Experience with CRM-related project management and collaboration across departments
