Senior Manager Business Operations

As the Sr. Manager of Omnichannel Operations, you will play a pivotal role in defining and optimizing the seamless integration of multiple communication channels across our organization. Your responsibility will include developing and implementing strategies to deliver an outstanding customer experience through various digital and traditional touchpoints, aligning operational efficiencies with business objectives, and leveraging technology to enhance operational performance.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Develop and execute a comprehensive omnichannel strategy to integrate customer interactions across multiple platforms, including phone, email, chat, social media, and self-service options.
• Lead and optimize the customer journey across all channels by implementing best practices, mapping out touchpoints, and driving continuous improvement for a frictionless customer experience.
• Collaborate with cross-functional teams, including customer service, marketing, technology, and sales, to align the omnichannel strategy with organizational goals, ensuring consistency and efficiency across all platforms.
• Spearhead the use of data analytics to track customer behavior and feedback, identifying opportunities to improve service delivery and create personalized customer experiences across channels.
• Implement AI and automation tools to enhance efficiency, including chatbots, voicebots, and automated workflows, ensuring the integration of these technologies aligns with customer service objectives and business outcomes.
• Champion a customer-first mentality, ensuring every touchpoint is designed to meet the needs and expectations of our clients while promoting brand consistency.
• Manage and optimize internal workflows, systems, and processes to minimize redundancy, enhance cost-efficiency, and eliminate manual work in the omnichannel operations environment.
• Manage budget and resources for omnichannel operations, ensuring cost-effective use of resources while meeting business objectives.
• Provide leadership and mentorship to direct report, fostering their professional development and ensuring alignment with team and company goals.
• Performs other related duties as assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Required qualifications include:

• Experience with AI and Automation in the context of customer service

• Organized with attention to detail.
• Excellent analytical, logical thinking, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong PM knowledge, ability to lead a team, and drive to results.
• Thorough understanding of information technology procedures and practices.
• Proficient with, or able to quickly become proficient with, a range of general and specialized applications, software, and hardware used in the organization and the industry.
• Proficient with Microsoft Office Suite or related software.
• Must be a nimble thinker who can be successful in a fast-changing environment.

Education/Experience: Bachelor’s degree in Computer Science, IT, Business, or related field + a minimum of 5-7 years of related work experience or an equivalent combination of education and experience.

Supervisory Responsibilities: Supervise one team member, providing leadership, guidance, and development support to ensure their success within the team. This includes monitoring performance, conducting regular feedback sessions, and supporting professional growth.