The Senior Manager will lead the development and support of IVR and chatbot applications to enhance customer engagement. They will coordinate with technology teams and stakeholders to ensure seamless integration and delivery of innovative solutions.
As the Senior Manager - Loyalty Platform, you will play a pivotal role in enhancing our customer engagement strategies. Your primary focus will be on developing and maintaining interactive voice response (IVR) systems and chatbots, ensuring they align with our business objectives and user expectations. This role requires strong technical and collaboration skills, as you will work closely with technology teams, stakeholders, and various departments to deliver innovative solutions.
Responsibilities
Lead the development and support of IVR and chatbot applications, ensuring they meet business requirements and user expectations.
Understand and translate business needs into technical specifications for the technology teams.
Coordinate and collaborate with technology teams to ensure timely and effective development and delivery of IVR and chatbot projects.
Plan and execute smooth deployments, ensuring a seamless transition to production environments.
Provide post-production support, addressing any issues or bugs promptly and efficiently.
Monitor the health and performance of IVR and chatbot applications, implementing necessary improvements.
Comply with all relevant regulatory, governance, and technology processes and standards.
Work closely with stakeholders to gather feedback and ensure the applications meet their needs.
Collaborate with different teams to integrate IVR and chatbot solutions into existing systems and processes.
Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum 8 years of experience in a similar role, with a proven track record of leading IVR and chatbot development projects.
Strong leadership and management skills, with the ability to motivate and guide a team.
Excellent communication and collaboration abilities, with a customer-centric approach.
In-depth knowledge of IVR and chatbot technologies, including development frameworks and tools.
Experience with project management methodologies and tools, such as Agile or Scrum.
Familiarity with regulatory and compliance requirements in the financial services industry.
Analytical thinking and problem-solving skills, with a focus on delivering innovative solutions.
Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.
A proactive and results-driven mindset, with a passion for technology and customer experience.
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