Sr Business Experience Manager
About The Position
This role supports leadership in strategic planning and execution of operational activities within business experience management for the Service Delivery organization. It involves partnering cross-functionally and across sites to develop and deliver servicing strategies for key products and services. The role focuses on standardizing business processes and applying data and emerging technologies, including AI-enabled tools, to ensure a consistent and efficient customer experience across the enterprise. Success is measured by alignment of business and operational goals, effective process standardization, and achievement of enterprise objectives. The work impacts organizational efficiency and customer satisfaction by improving operational effectiveness and service delivery consistency.
Requirements
- Business Process Design (Required)
- Cross-Functional Project Management (Required)
- Customer Experience Design (Required)
- Customer Experience Management (Required)
- Customer-Focused (Required)
- Decision Making (Required)
- Prioritization (Required)
- Problem Identification (Required)
- Strategic Thinking (Required)
- Taking Initiative (Required)
- At least 18 years of age
- Legally authorized to work in the United States
Nice To Haves
- Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
- More than 10 years business operational experience required, well-rounded background including demonstrated experience in evaluation of operational effectiveness and frontline operations. (Preferred)
- Experience leveraging AI-enabled tools, automation, or data-driven insights to improve business operations or customer experience. (Preferred)
- AI & Emerging Technology Awareness (Preferred)
Responsibilities
- Collaborate cross-functionally to develop and implement servicing strategies for key products and services to enhance customer experience, including opportunities to apply AI-enabled tools and automation.
- Partner with internal and external stakeholders to standardize Service Delivery business processes ensuring consistency across the organization
- Represent the Service Delivery business function in metrics alignment to ensure accurate measurement and reporting of operational results
- Develop and implement business plans, policies, and procedures to support operational objectives and compliance
- Analyze operational results, including data analytics and AI-generated insights, to evaluate performance against enterprise objectives and recommend improvements
- Lead internal non-technical projects from initiation through delivery to support business goals and operational effectiveness, including initiatives that introduce AI-enabled or automation capabilities
- Also responsible for other duties/projects as assigned by business management as needed
Benefits
- competitive base salary and compensation package
- annual stock grant
- employee stock purchase plan
- 401(k)
- access to free, year-round money coaches
- medical, dental and vision insurance
- a flexible spending account
- paid time off
- up to 12 paid holidays
- paid parental and family leave
- family building benefits
- back-up care
- enhanced family support
- childcare subsidy
- tuition assistance
- college coaching
- short- and long-term disability
- voluntary AD&D coverage
- voluntary accident coverage
- voluntary life insurance
- voluntary disability insurance
- voluntary long-term care insurance
- mobile service & home internet discounts
- pet insurance
- access to commuter and transit programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
