Senior Manager, Customer Excellence & Innovation

Role Summary

Senior Manager, Customer Excellence & Innovation. Based in multiple U.S. locations (e.g., Titusville, NJ) with potential postings across other countries. Leads global strategy, deployment, and governance of Customer Service enabling technologies to advance the Customer Excellence roadmap and drive enhancements in customer experience and operational efficiency.

Responsibilities

• Lead global strategy, deployment and governance for customer service platforms (SFDC, JJCC, Genesys, etc.), ensuring global template integrity and alignment with the Customer Service strategy.
• Define and deliver the global roadmap, managing lifecycle activities, upgrades and change controls to enable consistent, scalable platform deployment across regions.
• Act as Subject Matter Expert on platform capabilities, advising on innovations, integrations with other digital tools, and advancement of the Customer Excellence roadmap to address inefficiencies.
• Partner with regional and global stakeholders to gather requirements, design value-add enhancements, and deliver solutions that enhance customer experience and operational efficiency.
• Manage budgets and financial planning within scope, supporting annual and long-range business planning, ROI evaluation, and adoption tracking.
• Use performance metrics and analytics to identify improvement opportunities, ensure compliance, and drive continuous optimization through innovation pilots and scalable capabilities (including AI and RPA).

Qualifications

• Bachelors degree required; MBA preferred.
• Minimum 6 years of experience in related Customer Service Operations roles involving technology capability.
• Minimum 2 years of Agile methodology experience.

Skills

• Experience with Salesforce, Genesys, and customer service technology platforms.
• Strong program governance, roadmap development, and ROI evaluation skills.
• Analytical mindset with ability to leverage metrics to drive improvements.

Education

• Bachelor's degree required; MBA preferred.

Additional Requirements

• Location flexibility across multiple posting countries; travel as needed for regional stakeholder alignment (not explicit in source, included as operational relevance).