Senior Manager – Digital Enablement

Role Overview

• Drive platform reliability and digital service performance across SFSC/Genesys/IVR/interfaces
• delivering self-service, automation, and seamless assisted handoffs
• Translate outcome needs into coherent platform roadmaps, govern standards, ensure releases land with measurable adoption and stability
• Own the Technical Support digital enablement strategy across assisted and self-service experiences, aligned to GPO/SPO priorities
• Govern platform standards, workflows, and integration integrity to ensure end-to-end reliability across SFSC/Genesys/IVR and interfaces
• Lead defect and design triage with IT; prioritize fixes based on customer impact, operational risk, and process intent
• Maintain platform utilization health (routing, handoffs, workflow adherence) and publish adoption/usage insights to pods and leaders
• Deliver automation and self-service roadmaps (IVR/voice bots, guided workflows, AI triage, integrations) for priority intents
• Translate SPO backlogs into build-ready requirements and delivery plans; ensure clear acceptance criteria and readiness gates
• Partner with other GPO areas to ensure tools mirror intended processes and embed knowledge/guidance into workflows
• Coordinate release readiness with other GPO areas to ensure training, compliance evidence, and operational stabilization plans are complete
• Define and measure outcomes for platform changes (deflection, adoption, stability, contact rate, handle time, customer/agent effort)
• Create governance routines that keep digital performance predictable (monitoring, early warning indicators, incident learnings, prevention)
• Drive stakeholder alignment and decisions across IT, Ops, Product, and regional leaders; manage dependencies and tradeoffs
• Ensure launches stabilize quickly via hypercare plans, telemetry, adoption monitoring, and rapid iteration loops

Requirements

• Typically requires a Bachelor’s degree in a technical discipline with 13+ years of industry experience
• 5-8 years of previous people management experience
• Strong expertise with contact center platforms and digital service delivery (SFSC, Genesys, CallMiner), integrations, and release management
• Ability to turn operational friction into scalable digital solutions with measurable outcomes
• Strong product and customer experience mindset; human-centered design orientation grounded in operational reality
• Excellent partnership skills across IT, Ops, and process/knowledge teams; drives alignment and execution without authority
• Data-driven operator: uses telemetry, dashboards, experimentation to guide prioritization and prove value
• Strong risk/dependency management; anticipates failure modes and protects reliability during change
• Clear communicator with executive presence; produces decision-ready narratives and transparent reporting
• Comfort operating in regulated/quality-aware environments with evidence needs and controlled changes
• Bias for action paired with governance discipline; moves fast while maintaining stability and standards
• Continuous improvement mindset; learns from incidents and releases to reduce recurring defects and technical debt

Benefits

• A full and comprehensive benefits program
• Growth opportunities on a global scale
• Access to career development through in-house learning programs and/or qualified tuition reimbursement
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve