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The Senior Manager will implement technology solutions & roadmap to power the HelloFresh Customer Care operations. You will work & collaborate closely with the Customer Care operations team, HelloFresh's IT & Technology teams & with 3rd party  solution providers to identify IVR & Routing solutions that support our Segmented customer strategies, you help guide integrated omni channel self-service & AI solutions across our Chat & Voice service channels & you will be directly involved in identifying future technologies & solutions to further enhance our operational capabilities, customer experience & financial performance. You will be working across an international team & so you may be required to travel up to 20% both within the United States & internationally.

Please note, this role can be based out of one of the following locations: Newark NJ, Batavia IL, or Boulder CO. This will be a hybrid position as well. 

You will...

  • Collaborate & partner with team members from our Customer Care Operations, Workforce Management, IT / Tech teams & 3rd party vendors to identify & implement IVR/Routing & Automation solutions that help improve customer experience.
  • Be our Genesys Routing & Cloud Expert to build new contact center features & logic, work with the business to ensure solutions meet our needs, are scalable & create solutions that achieve excellent customer experiences.
  • Use our essential contact center technologies (Genesys, Aria, Aspect/Alveria WFM, IVR) to enhance the customer experience & improve operational efficiencies.
  • Work closely with your peers to understand the Routing/IVR/Technical needs of the business, & be able to translate those needs to concise business requirements that support the design & implementation of contact center solutions. 
  • Be responsible for supporting system administration activities for a variety of programs & tools; this includes user provisioning & deprovisioning, profile management, access rights, & other responsibilities across a number of systems & technologies.
  • Ensure system uptime, SLA performance & develop system downtime & recovery processes
  • Project management multiple complex projects.

You are...

  • Expert in Contact Center technologies specifically including Call Routing, IVR, & Automation. 
  • A team player with a can do attitude adept at working with others to overcome obstacles & gain alignment to achieve results.
  • A customer advocate with a strong customer focus & deep passion for delivering the ultimate customer experience & satisfaction.
  • A natural owner - Super reliable & thoughtful in managing your responsibilities, cares about the outcome & quality of work, & earns the trust of your colleagues.
  • You are data driven, enjoy working in a egoless environment & are passionate about continuous learning & development.
  • Curious & with a strong desire to understand why things are the way they are, how things work, & searches for information & answers to help evolve landscape.
  • A connector of complex (often technical) information to different audiences.
  • Passionate, imaginative & articulates a clear vision.
  • A strong written & verbal communicator to set direction, convey updates on issues, operational status & goals during daily/weekly stand-ups & leadership reviews.

You have...

  • Bachelor's degree in Business, Mathematics, Computer Science or related fields required.
  • Experience & strong working knowledge with Genesys cloud is required.
  • 5 years of experience with contact center technology or omnichannel operations solutions including CCaaS, CRM, ACD/IVR, Routing, Aspect/Alveria WFM & various other CX tools is required.
  • The ability to travel within the United States & internationally (up to 20% of time) required.
  • Experience working with & implementing APIs.
  • Experience creating scripts to enable automation.
  • Experience working with Voice BOT & IVR Natural Language solutions.
  • Understanding of security principles.
  • Experience working in an internationally diverse organization is a plus.
  • Ability to own & drive successful projects from start to finish.
  • Working knowledge of software delivery practices (such as Agile, Scrum, Waterfall) & call center concepts including routing strategies, workforce management, management reporting, agent optimization.
  • This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
    • Prolonged periods working at a desk & on a computer
    • Reading information on a computer screen & inputting data into a computer system

Youll get...

  • Competitive Salary & 401k company match, which vests immediately upon participation.
  • Generous parental leave (16 weeks) & PTO policies.
  • $0 monthly premium & other flexible health plans.
  • 75% discount on your subscription to HelloFresh (as well as other product initiatives).   
  • Opportunities to continue learning & growing your technical & business skills.
  • Company-sponsored outings & access to Employee Resource Groups.
  • Collaborative, dynamic work environment within a fast-paced, mission-driven company.

CO salary range:$114,800-143,500 + equity eligible 

Colorado Pay Range
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