Sage VP Digital Customer Operations in Lawrenceville, Georgia
VP Digital Customer Operations
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We’re looking for a VP Digital Customer Operations individual (known internally as VP Digital Operations Enablement) to support the Global Customer Operations Function. This is a high-profile role, with significant decisions making responsibility. You will be expected to provide thought leadership around Sage’s Customer Operations technology strategy, whilst also driving the execution. As a minimum you will be expected to spearhead Sage’s CRM Strategy, drive the Self-Serve and CCaaS Visions, whilst also managing and delivering on the change. In a nutshell this role will be responsible for making customers lives better by leveraging the best technology.
To succeed in role, you will be expected to build effective partnerships with the Sage EVP and VP community to drive the Customer Operations strategy and be an evangelist for the solutions provided. You will lead and develop the PMO office for Customer Operations to manage the front of change across the regions and ensure that key business changes are planned, delivered on time.
-Establishes overall Digital Enablement direction and strategic initiatives for Customer Operations to meet the business goals within Sales, In Life and Support to deliver effective digital and human operations, driving effectiveness and efficiency in all that we do
-Drive quality change through the identification of robust business requirements; ensuring stakeholder alignment between regions, product, segment and central group to include synthesizing common capabilities, solving for product complexity and needs for the digitalized future
-Build effective partnerships with IT Business system leads, Product leads and across all business functions to design, deliver and support our future state business design; defining the right technology architecture to manage cost of change and effectiveness of solutions, as well ensuring prioritization to meet business need
-Build, lead and mentor a great team of Project Managers while fostering a culture of delivering valuable solutions and best-in-class service. Develop the PMO office for Customer Operations to manage the front of change across the regions and ensure that key business changes are planned, delivered on time, within scope and to budget
-Drive continuous communication, delivering continuous improvement across Customer Operations, and ensuring that any project risks are identified early and mitigated (Including IT & Product Road maps, resource allocation and change management)
-Ensure that testing and training is managed appropriately to ensure flawless execution
-Be an expert in Customer Operations to be able to represent Customer Operations in cross functional business programs and to ensure that Customer Operations is driving the right strategic and tactical decisions to ensure the vision, goals and performance metrics are achieved
-Provide dashboards and other reporting to update teams and stakeholders of the health of changes in flight
-Drive all change in relation to our IVR, voice, chat and other communication platforms
-Lead the CRM strategy for Sage
-Develop and maintain of all other Contact Centre support tools such as workforce management, campaign management etc
-Deliver technology solutions and advance existing tools to achieve the Customer Operations BI and Data vision
-Evolve the operating model through process maturity, automation and build for global scale
-Improve strategic and operational success across all business functions through leading data solutions that enable business decisions
Skills, know-how and experience:
-Ability to provide thought leadership, and SME around the digital strategy which underpins Customer Operations
-Ability to quickly collate information, process and make decisions working across multiple topics on any given day.
-Strong action-orientation, independent thinker with excellent organization skills
-Excellent stakeholder engagement and communication skills to be able to build rapport and influence across the organization
-Mobile and willing to travel regular travel
-High levels of personal energy and ability to work with a range of people and cultures at all levels
-Charismatic speaker and communicator, capable of acting as a product and technology evangelist for Sage
Technical / professional qualifications:
-Minimum of seven years leadership experience within customer operations - technology consulting or software industry preferred
-Bachelor's degree from an accredited college / university, Salesforce Certifications preferred
-Program leadership experience – ability to work across multiple organizations and levels to define and execute
-Ability to build strong working relationships with high-level internal clients and peers
-Project Management certified or experience in running large, complex programs with an agile approach
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