Subject Matter Expert

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

The Subject Matter Expert (SME) serves as the primary operational expert supporting Implementation Project Managers (IPMs) with complex projects, Go-Back cases, exceptions, and escalations. This role ensures adherence to implementation processes, validates project execution, manages project and case queues, and prioritizes work based on customer impact, urgency, and SLA requirements. The SME is responsible for monitoring operational performance, identifying risks, driving continuous improvement initiatives, and partnering with cross-functional teams to optimize customer experience and successful project delivery. 

 

Key Responsibilities

• Provide subject matter expertise, guidance, and escalation support to IPMs handling complex implementations, exceptions, and customer escalations.
• Manage and prioritize Implementation Project and Case queues, ensuring timely resolution and compliance with SLA commitments while maintaining backlog health.
• Monitor key performance metrics including CSAT, DSAT, Cycle Time, BTFS, order accuracy, installation readiness, and project delivery outcomes; identify trends, risks, and improvement opportunities.
• Conduct reviews of customer dissatisfaction cases, recurring operational gaps, and process exceptions, driving corrective actions and preventive solutions.
• Collaborate with cross-functional teams to resolve project blockers, optimize workflows, and improve implementation effectiveness.
• Deliver coaching and process guidance to IPMs, promoting process compliance, execution consistency, and an enhanced customer experience.

Qualifications

• Bachelor's degree in Business, Project Management, Operations, Information Technology, or a related field, or equivalent professional experience.
• 3+ years of experience in project management, implementation operations, customer success, service delivery, or a related operational environment.
• Strong understanding of project execution, escalation management, queue management, and process compliance.
• Demonstrated ability to analyze operational metrics, identify performance gaps, and drive continuous improvement initiatives.
• Excellent problem-solving, organizational, communication, and stakeholder management skills.
• Proven ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and customer focus.
• Proficiency in Microsoft Office applications and experience using CRM, case management, or project tracking tools preferred.

Additional Information

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts. 
• Annual merit increase based on performance. 
• Paid Training whether onsite or in work at home. 
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented. 
• Excellent training and supervisory support - to help you feel comfortable servicing our customers. 
• Competitive Salary with attractive and attainable PBI structure. 
• Paid vacation and sick leave annually. 
• Exceptional Health and Life Insurance Plan 
• Paid referral program 
• Career development & growth opportunities for advancement. 
• Excellent Reward and recognition programs. 

We are committed to fostering a diverse, equitable, and inclusive workplace where all employees and prospective staff are treated with respect and provided equal employment opportunities, regardless of race, color, religion, sex, national origin, age, marital status, disability, veteran status, or any other characteristic protected by applicable law.

At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.