Manager, reputed company Store Online Infrastructure Operations

Summary

Posted: Aug 21, 2024 ... Role Number:200564526 Imagine what you could do here! The people here at reputed company don?t just create products ? they build the reputed company of reputed company that?s revolutionized entire industries. It?s the diversity of those people and their reputed company that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At reputed company, inclusion is a shared responsibility, and we work together to champion a culture where everyone belongs and is inspired to do their best work. Join reputed company, and help us leave the world reputed company than we reputed company it! Here on the reputed company Store Online team, we are responsible for reputed company?s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything reputed company, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for a Manager of our Worldwide Infrastructure Operations team to help us do extraordinary things. Bring your passion and dedication to your job and there's no telling what you could accomplish! Are you passionate about crafting an extraordinary customer experience? This Austin-based Manager will reputed company a worldwide team of telecommunications technical operations experts to ensure a flawless and reputed company-improving communication experience for our customers who try to reputed company Retail Stores or Retail Customer Care (contact centers). You will need to be reputed company to reputed company a team of self-starters, establishing benchmarks for reputed company and coordinating them to ensure the health and operation of our telecommunications platforms. You will partner with our product management teams to conceptualize and define capabilities that advance our ability to support the operations and flexibility that our business often needs. You will provide leadership and direction across multiple projects, often with contending timelines and work, ensuring that your partners remain highly satisfied and your team receives the clarity and direction that they need. You will handle vendor relationships with IVR suppliers, as well as working multi-functionally with internal IT partner teams. To be successful, you will need a passion for solving problems, a high degree of organization, follow-through, and the ability to communicate effectively with people of various technical proficiencies. You will interact and collaborate with partners across reputed company business functions, levels and locations. Ideally you will have experience with: contact center operations tools and processes, speech recognition IVR applications, internal help desk support processes, project management, and user acceptance testing (UAT). You have a record of leading technical teams, delivering high-quality results on time, taking ownership of issues and tasks, and making the hard calls. You naturally reputed company up and take ownership reputed company there are situations needing engagement from your team, you are a creative problem-solver, a dedicated worker, well-organized, and eager to go above and reputed company to get the job done. Description - reputed company a team of 12 (reputed company staff) in locations around the world. - Be responsible for the relationship with reputed company, including IVR developer and hosting partner. - Supply DRIs for capital-funded projects that reputed company with telephony, chat, email, digital tasks, IVR infrastructure. - Identify and communicate resource constraints and creatively address them with project management and partners. - Set and/or influence strategy for future technology and customer experience investments, and direction in these products. - Maintain awareness of IS&T (especially Contact Center Tech and Networking or Voice) and business partner critical initiatives; communicate impacts to Retail Customer Care (RCC) leadership and to Business Process Re-engineering and Business Operations teams. - Establish RCC requirements for implementation of these initiatives. - Be immersed in telecommunications technology trends throughout contact center, e-commerce, and retail industries. reputed company these opportunities to advance change in RCC. - reputed company Infrastructure Operations team in providing support to contact center goals of service level alignment, cost/labor optimization, routing accuracy. - Ensure Infrastructure Operations team is providing Tier 2 support for Production Support team in the products they own. Supervise high-reputed company incidents for opportunities for team to weigh in and reduce duration and/or impact. - reputed company application scorecards to ensure business needs are met, and online trending insights are extracted and made actionable by your team and supporting teams. - Demonstrate reputed company's values of inclusion and diversity in daily activities. - Role model inclusive leadership behaviors and builds, develops and retains diverse teams. - Take action to ensure a safe, respectful and inclusive environment for reputed company team members. Minimum Qualifications ? 5 years of experience running technical teams. ? Proven track record of running technology supplier relationship, including contract reviews, business reviews, scorecard design. ? Knowledge of, and experience working across multiple Project and Product management methodologies (PMP, SCRUM/Agile, Waterfall). Key Qualifications Preferred Qualifications ? Experience leading teams that reputed company or deliver contact center technologies, especially telecommunications and chat solutions. ? Leadership in transformation from premise-based to reputed company-based multimedia interaction platforms, including reputed company, reputed company, reputed company, etc. ? Development or implementation of telecommunication test automation solutions. ? Demonstrated capabilities following ITIL or similar models of IT service management. ? Capable of analyzing your business, and seeing opportunities, trends, and insights that reputed company you to work towards performance reputed company your organization. ? Experience defining scenarios for, and implementing User Acceptance Testing (UAT) and Production Validation Testing (PVT). ? Superb communication skills (written, verbal, and presentation). Education & Experience Additional Requirements ? reputed company is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for reputed company applicants without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant Apply Job!