Senior Manager, CX Systems
Instacart
Salary
💰 CA$158,000 - CA$175,000 per year
Job Level
Senior
About the role
- Manage the team responsible for technical sprints and tooling maintenance, and manage a team of technology professionals
- Lead Agile process to deliver key technology changes across phone, chat and email submission channels
- Keep business stakeholders informed on timelines and progress
- Develop strong performance standards and drive rigorous improvement across employee levels; build culture of quality, efficiency and innovation
- Analyze CRM, chat & IVR workflows to identify efficiency improvements and implement automation best practices
- Design and uphold strict quality control measures for all CRM processes and monitor performance metrics
- Evaluate and enhance CRM integrations, collaborate with IT to address issues, and develop strategies to incorporate third-party tools
- 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 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
- Preferred: Experience with Genesys
- Preferred: Track record of successful CRM automation initiatives
- Preferred: History of facilitating efficiency in contact center operations via CRM solutions
- Preferred: Proven success in interdisciplinary project management for CRM advancements
