TIAA

Managing Director – Client Services and Operations, Channel Delivery & Innovation

TIAA

full-time

Posted on:

Location Type: Hybrid

Location: Charlotte • North Carolina • Texas • United States

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Salary

💰 $176,000 - $247,000 per year

Job Level

Lead

About the role

  • Manage people, budgets, expenses, processes, and tools to align technology strategy
  • Oversee the relationship/interface between IT and business for contact center technology
  • Manage a team of managers and experts delivering multiple initiatives
  • Set vision and strategy for contact center channels
  • Identify and research new technologies and provide recommendations
  • Partner with IT for development and enhancements based on business needs
  • Accountable for strategic investment cases and business outcomes
  • Provide leadership for program routines and stakeholder forums
  • Promote continuous improvement and develop tools for readiness of the associates

Requirements

  • Must have 10 or more years of experience as a Business Integration Manager
  • Must have 7 or more years of experience with IVR/Telephony Platform
  • Salesforce experience
  • Genesys experience
  • Experience in Vendor management
  • Experience with Bots and AI/ML
  • Experience in authentication space
  • Salesforce integration and/or implementation experience
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Business Integration ManagementIVRTelephony PlatformSalesforceGenesysVendor ManagementBotsAIMachine LearningAuthentication
Soft Skills
LeadershipStrategic PlanningStakeholder ManagementContinuous ImprovementTeam ManagementCommunicationProcess ManagementBudget ManagementRelationship ManagementVision Setting