JOB DESCRIPTION:
Job Title: Customer Experience Manager
We are a OneCloud Solutions is global leader in Contact center and unified communications capabilities , helping customers to fast-track your experience from ideas to reality!
Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Company Holdings Corp.. We are shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter.
Short Description
Responsibilities:
• Oversee Avaya OneCloud platform design and strategy for enhancing the customer & Partner experience across all digital touchpoints on the customer journey
• Develop and maintain a product roadmap that has measurable success metrics. Ensure continual alignment with business priorities through frequent communication with stakeholders
• Be an evangelist for OneCloud CCaaS customer at all levels of the organization. Develop compelling presentations and documentation to communicate a vision for CCaaS vision.
• Understand the overall customer journey for CCaaS and decide the best ways to enhance overall customer experience
• Partner with Marketing, Operations, Digital Product, and outside vendors to ensure product requirements are implemented according to product strategy and business needs as part of go-to-market planning
• Work closely with Consumer Insights team & portfolio managers to integrate research findings into Live product design, roadmap planning, and leadership team discussions
• Champion the needs of business teams and stakeholders throughout the product development process
• Work collaboratively and drive the launch of the projects under your responsibility. Make thoughtful decisions and clear roadblocks to getting your product live
Qualifications:
1. 3-4 years’ experience in product and program development, with proven ability to deliver customer value in a fast-paced environment.
2. Demonstrated success in working collaboratively with a wide variety of business stakeholders.
3. Strong analytical skills and ability to use data to drive decision making in product development.
4. Strong executive communication skills with an open and direct communication style
5. Balance of hard skills and EQ, with the ability to pivot based on audience.
6. Industry experience in cloud communication platforms, contact centers, e-commerce.
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