Innovation Delivery Manager

Innovien

Job Description:
One of our Global Partners is looking for multiple Delivery (Product) Managers to join their Innovation Hub within Digital Services. This person will be responsible for the creation of cutting-edge CX technology like Live Chat & Chat Box on support sites and mobile apps. This team is also heavily involved in POCs & Pilots for various digital solutions for both external customers & internal processes throughout the Enterprise. Huge opportunity to join a fast-paced team focusing on global digital customer experience! 100% remote EST hours. Apply today to connect with our team for more detials!

Requirements:
• 5+ years’ experience in digital/technical product management
o Including customer experience (CX) products (i.e. ChatBox, Cloud, Mobile Apps for support)
• Strong understanding and experience in Customer Journey Mapping
• Experience working with technical teams in one of the following technologies: Angular, Ionic, Sitecore, or Salesforce
• Agile/Scrum environment experience
• Excellent communication skills to work directly with exec. leadership, process owners, and SMEs to ensure business objectives are being met
• B.S. Degree

Nice to have:
• Extensive AWS Cloud environment experience
• CSPO or other Agile certifications

Responsibilities:
• Lead the implementation of future state processes (based on Journey Maps and in conjunction with the Customer Experience Strategy Team) to equip and enable the organization to be more customer-centric in everyday operations to execute complex technology projects and significant process improvements covering multiple departments and functions.
• Serve as a key team member for the Strategic Vision implementation; maintain communications and liaisons with executive leaders in the areas impacted by projects/initiatives; work closely with business process owners and SMEs to ensure improvements are delivered
• Serve as an expert in the customer experience; acts as an advocate for the customer when implementing changes within the organization to drive Persistency, Retention and Ease; works with both BAU and Transformation team members to ensure the company is driving toward the future-state processes
• Manages innovation initiative test and learn efforts; manages one or more medium to large size complex projects – including project design, development, implementation
• Effectively remove barriers and resolve escalations at all levels throughout the initial phases of project/initiative implementation

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