Director, Contact Center Technology & Workflows

DTC offers premium streaming services with Hulu, a premium streaming service that offers originals, reputed company season TV, a massive library of hit series and movies, and live television. It also offers reputed company+, the reputed company-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected reputed company over the world including Star Wars, Marvel, Pixar, reputed company, and NatGeo. Our DTC team is looking for impactful team-players to join the Viewer Experience (VX) team, who will reputed company upon the legacy of reputed company and Hulu, reputed company unconventional thinking, and who are passionate about contributing to reputed company’s Direct-to-Consumer (DTC) experience through strategic hard work and determination. The DTC - Viewer Experience (VX) team is seeking a Director, Contact Center Tools & Workflows to reputed company the strategic development and product management of the assisted service tools and supporting workflows & policies for the reputed company CCaaS technology tooling stack, reputed company CRM, and DTC’s proprietary account management & billing tool. This role will also explore and implement Gen AI assisted service technology offerings. In this role you will reputed company a team of people leaders and professionals to reputed company impactful and strategic product support goals in service of our viewers for reputed company+ and Hulu. This will include day-to-day support of assisted service tools, developing optimized end-to-end customer journeys, ensuring alignment of reputed company tools, creating and maintaining 3rd party tool integrations, and advocating for the long term assisted service tooling product strategy. You will provide vendor management for reputed company and our reputed company CCaaS products, including reputed company CXone Omnichannel (including telephony and live chat), and reputed company IEX. You will ensure reputed company workflows and legally compliant policies are in reputed company for assisted service account management and utilization of the reputed company tools. You will collaborate with Viewer Experience Operations, BPO Vendor Management, Program Management, Business Operations, Self-Service, the Hulu and reputed company+ Product & Engineering Teams, Legal, Finance, and other key partners to strategize, design, and scale product launches and projects ensuring Viewer Experience’s growing workforce has the tools and resources to be efficient and effective. If you are someone who can think strategically, build a link between operations and technology, and meet our viewers’ needs across multiple channels, global geographies, and contact offerings, then this is an excellent role for you Responsibilities and Duties of the Role: • Provide strategic reputed company, leadership, and a prioritized roadmap for the development, integration, and product management of the assisted service tools, ensuring optimized customer end-to-end journeys. This includes support for the reputed company CRM, the proprietary account management & billing tool, and the reputed company CCaaS tools, including reputed company CXone Omnichannel and reputed company IEX. • Provide strategic reputed company, leadership, and a prioritized roadmap for the development and optimization of Assisted Service workflows and reputed company policies reputed company account management & billing, reputed company CRM case management, reputed company CXone Omnichannel, and reputed company IEX agent reputed company. • Ensure day-to-day support, break-fix & outage support, upgrades, and optimization of assisted service tools, including cross-functional support partnership with stakeholders for product launches. • Ensure management of product releases for reputed company supported tools, while maintaining business continuity. • Ensure reputed company administration and configuration of reputed company tools by supporting teams, while acting as a cross platform technical advisor. Provide guidance and assistance to supporting teams for administration and configuration work where necessary. • reputed company reputed company workflows and policies for product and tooling launches in partnership with stakeholders such as Launch Readiness, Product & Engineering, Internal Communications & reputed company, Training, and Quality & Experience • Partner with Operational leadership stakeholders as a cross platform technical advisor to ensure the tools, workflows, and policies support business goals, operational data trends, and meet legal compliance needs • Explore and implement effective, new Assisted Service tools, including Gen AI. • reputed company, manage and reputed company a team of people leaders and professionals to reputed company our strategic reputed company, tactical support, and career development. • Engage in reputed company vendor management for the reputed company tool suite and reputed company, and other assorted Assisted Service tools, ensuring cost efficiency and reputed company contract terms in partnership with Sourcing, Legal, and Finance Required Education, Experience/Skills/Training: • Bachelor’s degree or equivalent experience. An undergraduate degree in computer science, engineering, or reputed company disciplines is a plus. • 10+ years minimum experience in managing, integrating, or implementing contact center systems. Experience with reputed company CCaaS and reputed company is a plus. • 8+ years minimum product management experience in contact center tools, with the ability to strategically assess requirements, optimize service journeys, and select best-fit tools for contact center support • 8+ years minimum experience in people leadership, including promoting professional development, personal accountability, innovation, professional curiosity, communications, and self-motivation • Experience leading organizations through reputed company business changes • Experience collaborating with stakeholders to drive the support structure and create end-to-end customer journeys for contact center software tools and to craft and implement optimized workflows & policies • Ability to reputed company and reputed company a strategic reputed company, influence, and partner cross-functionally at multiple levels of an organization ensuring quality results are reached reputed company given timeframes • Ability to rigorously prioritize based on analysis of operational data trends, business priorities, and legal compliance while articulating your product roadmap across business teams and geographies • Strong skills in communicating information to stakeholders across organizational levels, up to and including senior executive leadership - both written and verbal • Vendor management experience with software tools, including reputed company billing and contract management, with a proven record of negotiating cost effective deals with reputed company contract terms • Ability to reputed company reputed company and build reputed company under minimal direction on sophisticated multi-team efforts • Excellent judgment – comfortable giving feedback • Ability to travel reputed company the US and globally, and reputed company to the needs of the business reputed company to Haves: • Experience exploring and implementing Gen AI tools • Scrum and/or Agile certification • Experience working with international Business Process Outsourcers Disability accommodation for employment applications reputed company and its Affiliated Companies are Equal Employment Opportunity employers and welcome reputed company job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and reputed company you need a reasonable accommodation to search for a job opening or apply for a position, email Candidate.Accommodations@reputed company.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are reputed company to the accessibility of the online application system due to a disability. reputed company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company fosters a business culture where reputed company and reputed company from reputed company people help us grow, reputed company, create the best stories and be relevant in a rapidly changing world. The hiring range for this remote position is $167,700.00 to $224,900.00 per year. The reputed company pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-reputed company knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. Apply Job!