The Sr. Director of Customer Operations Technology Solutions will provide innovative technical solutions, direction, and leadership in support of productivity improvements and improve customer experience via self-service opportunities.
Responsibilities:
- Manage and direct team responsible for developing and implementing business technology strategies and solutions.
- Ensure the Services organization is represented as it relates to corporate data structure and management.
- Drive proper governance of customer data.
- Ensure technology is in place to support a Knowledge Center Support methodology.
- Implement Knowledge Management methodology.
- Define requirements for and work with appropriate stakeholders to implement and maintain a best-in-class external Customer Portal
- Drive improvements to implement a streamlined self-service experience.
- Define and implement a strategy to drive adoption of self-service capabilities available to Customers and Partners.
- Provide guidance on technology business solutions with a focus on driving value by optimizing productivity.
- Collaborate with the Leadership, business stakeholders, IT and vendors to examine solution options, prioritize and plan systems deployments.
- Foster continuous service delivery optimization and improvement through advanced solutions.
- Effectively prioritize and communicate all initiatives to relevant teams across the organization.
- Create an environment that supports customer self-service and automation of routine service requests.
Required skills and qualifications:
- Bachelor’s Degree or equivalent experience in relevant field.
- Minimum 10 years of relevant experience.
- Knowledge of software development methodologies.
- Project Management and solution delivery experience.
- Experience in data analysis, management and governance.
- A problem-solver with demonstrated skills in bridging the gap between business needs and technology solutions
- Strong business acumen.
- Adaptable, analytical, and innovative, with a strong focus on aligning business solutions with strategic objectives.
- Ability to effectively plan, delegate and/or supervise the work of others.
- Ability to lead, motivate, develop, and train others.
- Excellent written and verbal communication skills.
Please apply directly on our career's page https://www.exterro.com/about/careers/Exterro is an equal opportunity employer, participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon the successful passing of a background check.We believe in the importance of pay transparency and strive to create a fair and equitable workplace for all employees. As a remote first organization, our compensation reflects the cost of labor across several US geographic markets. The salary range for this remote position is $130,000-$180,000 per year, based on skills, experience and qualifications.
The actual offer will be based on the individual candidate. Exterro is a total compensation company, and this role may be eligible for variable pay, equity, bonus and/or other forms of compensation as part of the package. In addition, we offer a comprehensive benefits package that includes health insurance, retirement plans, flexible paid time off and more.Candidates are encouraged to discuss their salary expectations during the interview process. We are committed to ensuring that compensation aligns with market standards and is commensurate with the responsibilities of the role.
