Conversation Experience Specialist (call Center Product Analyst) Job in Interface

Conversation Experience Specialist (call Center Product Analyst)

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Job Summary

As Head of Delivery & Customer Success, you will:

  • Ensures that client needs are satisfied by constructing a partnership between the clients, engineering team, professional services team, partners, vendors, subcontractor organizations and shared services team. Manage these partnerships on a continuous basis to ensure positive customer satisfaction.

  • Build client satisfaction through the formulation, development, implementation, and delivery of the application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work.

  • Work with the delivery organization as a primary point of contact for client needs, requirements and expectations.

  • Analyze and troubleshoot delivery issues in a timely fashion

  • Oversee daily activities of delivery team and provide direction and guidance as needed

  • Perform resource allocations and workload assignments according to delivery requirements

  • Analyze customer requirements, set delivery priorities and make schedule adjustments to meet timely delivery goals

  • Develop scope and budget for delivery projects

  • Report delivery status to customers and develop required delivery documentations

  • Ensure client launches/workshops are planned, resourced and delivered to the highest standard

  • Plan for optimum resource utilization and synchronize with HR for resource needs

  • Build & manage common operational processes across all products in product design, specification, overall product quality, and tactical execution

  • Maintain effective communication with senior management to keep them aware of critical issues confronting product delivery and of the action plans for addressing those issues

  • Be able to demonstrate value for money from tech delivery through tracking velocity and ensuring quality of delivery

  • Understand and Communicate client requirements regularly to the teams and working closely with designers, developers, and implementers to ensure the highest quality of service

  • Identify, manage, and deliver changes in delivery scope through effective customer management while adhering to organizational change management policies and signed contracts with the customer

  • Identify new business opportunities in existing accounts and work with the sales organization to pursue them

  • Responsible for Managing Information security

  • Develop and accurately track service metrics



Requirements

You can be a great fit if you:

  • Are Passionate about the possibilities at the intersection of AI + Banking

  • Have worked in a startup of 5 to 30 employees

  • Have 12+ years of experience managing delivery for product-based companies

  • Accountable for the effective and efficient delivery of products and services to customers through internal teams, partner teams, and subcontractors.

  • Demonstrated evidence in a senior role whilst managing teams to exceed

  • Experienced professional with core background in software engineering and development with US customers

  • Manage stakeholders expectations and facilitate discussions across high risk and complexity or under constrained timescales

  • Design and implement frameworks for performance optimization, process maturity, delivery organization scalability, and asset reusability

  • Lead a continual planning process in a very complex environment & plan beyond product delivery

  • Identify dependencies in plans across services and coordinate delivery

  • Monitor and improve account-wide delivery execution, reporting, and communication standards

  • Actively address the most complicated risks, issues, and dependencies including where ownership exists outside the team or no clear ownership exists



  • Experience Required :

    Minimum 5 Years

    Vacancy :

    2 - 4 Hires

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