Experienced Full Stack Customer Experience & Service Transformation Senior Manager – Web & Cloud Application Development

At careerzynith, we're on a mission to accelerate growth and value for our clients through sustained customer relevance. As a Customer Experience & Service Transformation Senior Manager, you'll play a critical role in driving success by leveraging your expertise in customer support and contact centers, as well as your understanding of the software that enables them.

• *About careerzynith**

careerzynith is a leading global professional services company that helps the world's leading organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance services – creating tangible value at speed and scale. We're a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Our broad range of services, solutions, and assets across Strategy & Consulting, Technology, Operations, Industry X, and Song enable us to help our clients reinvent and build trusted, lasting relationships.

• *Your Next Career Move**

We're looking for an experienced and visionary leader to join our team as a Customer Experience & Service Transformation Senior Manager. In this role, you'll have the opportunity to work with a vibrant community, drive success, and contribute to the growth and value of our clients. If you're passionate about customer experience, service transformation, and leading high-performing teams, we want to hear from you!

• *Key Responsibilities**

As a Customer Experience & Service Transformation Senior Manager, you'll be responsible for:

• Evaluating clients' current customer service offerings and organizations, identifying gaps and opportunities, and generating and prioritizing recommendations for strategic solutions that address their unique needs and business goals.
• Quantifying business cases, estimating the value impact of recommendations, and sequencing transformation roadmaps to realize benefits over time.
• Leading delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences.
• Collaborating across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions.
• Advising clients on how technologies, including CCaaS, CRM, and GenAI, can be leveraged to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences.
• Establishing relationships with client stakeholders and building long-term partnerships for careerzynith.
• Identifying opportunities and driving new business development efforts to help new and existing clients transform their customer service.
• Managing and coaching junior team members, and continuing to grow your own expertise.
• Contributing to perspectives and thought leadership to help careerzynith maintain its thought-leadership position.

• *Requirements**

To be successful in this role, you'll need:

• At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties, such as:
+ Working in-depth with customer service and support business processes and capabilities.+ Solutioning and selling new ideas and proposals.+ Incorporating experience design and analytics into customer service and support processes.+ Leading and understanding large, complex global transformation projects.
• At least 5 years of experience working with:
+ Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem.+ Customer service platform technologies such as Salesforce and Dynamics.+ Artificial intelligence and front-end digital platforms.
• A Bachelor's degree in engineering, computer science, information systems, or business.
• Bonus points if you have an MBA or equivalent graduate degree, were responsible for a customer support organization, have hands-on experience with artificial intelligence and conversational design, or have expertise in Financial Services or Products.

• *What We Offer**

As a Customer Experience & Service Transformation Senior Manager at careerzynith, you'll enjoy:

• A competitive salary range of $132,500 to $302,400, depending on location.
• Opportunities for career growth and professional development.
• A dynamic and inclusive work environment.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• The chance to work with a talented and diverse team of professionals.
• The opportunity to make a real, lasting, positive difference in the lives of our clients and their customers.

• *How to Apply**

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.

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