Business Owner

Manulife•Boston, MA

1d•$92,475 - $160,290•Hybrid

About The Position

The Global Contact Center team is seeking a Business Owner to support ongoing GenAI technology work and broader contact center transformation across Manulife and John Hancock operations. This role will help optimize contact center technologies, including AWS, Salesforce, and Generative AI, to improve customer and employee experience across global operations. The successful candidate will connect technology use cases to operational outcomes, support initiative planning and reporting, and partner with segment contact center, IT, value stream, legal, risk, and business stakeholders. This is an opportunity to work and support a global team with competing priorities, influence transformation, and help deliver measurable productivity and service experience benefits through modern technology.

Requirements

Experience working with contact center operations, customer support environments, technology enablement, business transformation, program management, or related operational initiatives.
Technical aptitude and ability to learn platforms such as AWS, Salesforce, and Generative AI tools; deep expertise in every platform is not required if the candidate demonstrates strong learning agility.
Proven experience working with cross-functional agile teams and projects.
Ability to navigate risk, legal, initiative planning, benefits, operations, and cross-functional enterprise stakeholder groups.
Ability to identify, probe, and communicate risks and issues to support transparency and achievement of business objectives.
Strong critical thinking and problem-solving skills, with the ability to translate complex inputs into actionable plans.
Flexible, self-motivated, resilient, and comfortable operating in a global role with competing priorities.
Excellent customer focus, attention to quality, and ability to meet deadlines in a fast-paced environment.

Responsibilities

Drive Global Contact Center transformation through modern technology, ensuring customer experience and productivity benefits are achieved.
Optimize contact center technologies, including AWS, Salesforce, and Generative AI, with a focus on user interface design, process flow, and GenAI bot use cases.
Partner with segment contact center, IT, value stream, operations, legal, risk, and business teams to gather requirements, align priorities, and support expected outcomes.
Develop and manage coordinated plans for use cases and initiatives, ensuring key metrics, success criteria, risks, and issues are documented and monitored.
Support Global Contact Center Program Management reporting, including initiative planning, budgets, KPIs, resource demand, benefits tracking, and capacity planning.
Navigate ambiguity across global teams and multiple business segments while balancing competing stakeholder priorities.
Act as a change agent by building awareness, supporting adoption, and helping teams align around a shared transformation vision.