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Customer Care Program Manager
hace 2 semanas
What You´ll Do Collaborate with Contact Center leadership and strategic vendors to identify key initiatives and formulation of value-driven technology programs and projects that leverage emerging omni-channel and AI technologies. Direct and plan program or projects resources and budgets against the LLA Contact Center technology strategic roadmap. Manage and lead Project Managers/co-ordinators against defined strategic programs, projects or workstream activities that deliver successful sprints and full-lifecycle projects. Drive the business case development and LLA Project Review Board (PRB)/Capital Investment Committee (CIC) defense of all new program/project or change requests.
Provide proactive and engaged leadership on key projects designed to increase revenue, reduce expenses, enhance business efficiency, and improve customer experience. Develop key cross departmental relationships with Technology and Innovation (T&I), Digital and Commercial units to effectively deliver on Contact Center projects and change programs.
