Director Enablement And Implementation

hace 2 semanas

Heredia, Costa Rica Experian A tiempo completo

Company Description

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society.
We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**.
In addition, for the last five years, we've been named in the **100 "World's Most Innovative Companies" by Forbes Magazine**.
**Job Description**:
**Director of Implementation and Enablement**

This newly created position, the Director of Implementation and Enablement,_ _will provide strategic and tactical direction and delivery of all regional and global implementations, enhancements and process changes designed to enable best in class customer and employee experience.
Specifically, this position will be responsible for leading the design, development and delivery of product and process changes that will drive our continued transformation efforts.
Additionally, they will leverage their prior experience leading cross functional teams driving organizational readiness, change readiness and impact assessment analysis, and stakeholder engagement.
This position reports to the VP of Contact Center Enablement.
**Leadership Enablement**
- Collaborate with partners across a matrixed organization to define and drive strategic initiatives across the Contact Center while adhering to policies and compliance procedures
- Accountable for end-to-end implementations and change management to support the organization's requirements
- Responsible for executive relationship and critical business updates
- Develop strong relationships with key stakeholders internally and across organizations
- Diligently maintain robust project and change management plans, ensuring all stakeholders have visibility and sufficient time to provide input, guidance, and approvals
- Champion a healthy, welcoming, inclusive culture that drives High Performance

**Business Strategy and Planning**
- Craft high-quality plans that synthesize the top priorities and dominant goals of the organization and communicate the strategic vision with an inspiring narrative
- Able to communicate the direction to their team while socializing direction to executives within the organization
- Engaging all levels of the organization to develop a comprehensive plan, defining business requirements, and partnering with multiple partners to implementation
- Develop communications and drive implementation strategies
- Actively identify and manage risk and budgets while proactively recommending an appropriate course of action

**People Management**
- Drive a high-performance culture by fostering innovation, collaboration, customer focus, personal accountability, and a commitment for results
- Lead a team that works closely with IT, DA, Marketing, Sales, Vendors, Contact Center leaders, Compliance, Legal and other matrix partners
- Partner with agencies and contracted employees to ensure optimal balance of full-time and outsourced resources
- Ensure diversity and inclusion in decision making, organization, talent, and career development
- Develop a high-performance team dedicated to their career development and growth

**Implementation**
- Oversee project delivery throughout Customer Service organization
- Creating plans for various implementations while monitoring progress to ensure that deadlines are met and within budget
- Overseeing the development of implementation roadmap including scope statements, schedules, and budgets
- Nurturing customer and partner relationships
- Identify areas for improvement, process enhancements, or changes in services or products
- Develop and recommend strategies to ensure strategic objectives are obtained and optimum efficiency is achieved.
Ensures proper delegation of duties to achieve goals

**Qualifications**:

- **
Required Qualifications**
- 10+ years of relevant work experience with at least 7 years in Project or Change Management
- 5+ years leading teams
- Self-motivated, with strong leadership skills, and a proven track record of successful delivery working with multi-disciplinary technical and product teams.
- Excellent project management skills, detail-oriented, with strong problem solving, analytical, quantitative communication and organizational skills.
- Personal fulfillment when given the opportunity to mentor team members to build a creative culture that is inclusive and welcoming to new ideas and strategies.
- ** Preferred Qualifications**
- 10+ years of relevant work experience with at least 7 years in Lean Six Sigma, Project and/or Change Management in a large and complex contact center environment
- Change management certification, CCMP or comparable certification
- Project Management Certification, PMP or comparable certification
- Lean Six Sigma Certification
- Position requires exceptional business acumen, ability to think strategically, and influence senior executives to make trade-off decisions and drive business priorit

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