Manager, Technology Innovation And Management

hace 2 semanas

Alajuela, Costa Rica Smiledirectclub A tiempo completo

Job Type: Full-Time Overview:
We're SmileDirectClub, and we believe everyone deserves a smile they'll love.
We also believe that you deserve a job you'll love.
Good thing you found us, and we found you.
At SmileDirectClub, we're all about empowering transformation.
We want people to become more confident in how they look, how they feel, and how they think.
So we're spreading smiles and positivity all over the country.
It's no small task.
That's why we're looking for energetic, passionate, and confident team members who can help turn frowns, into life-changing grins.
Are you up for it?
**Responsibilities**:
**Responsibilities**:

- Lead the design and development of Contact Center technology innovation strategy and platforms, sustaining the culture of innovation and excellence for programs & initiatives
- Through in-depth research and data insights, identify innovation opportunities across the customer journey and digital touch points that propels a better customer experience and value creation for the SDC business
- In partnership with the SDC Club Member Experience team, conduct complex technology budget analysis, creating and evaluating business cases and ROI studies that deliver value aligned to operational efficiency and revenue generating OKR targets
- Partner with SDCs AI/Machine Learning team to evaluate new ways of enhancing predictability of customers' needs before first contact
- Work with leadership stakeholders to model key strategic quantitative analyses of the SDC business to facilitate fact-based decision-making with a focus on return on investment.
- Responsible for the ongoing anticipation and evaluation of future technology needs based on the overall business strategy to lead a continuous prototyping/proof-of-concept (POC) pipeline for CX innovation
- Focus on quality to improve operational excellence
- Review and evaluate, on a continuing basis, the team's performance against annual operating and strategic goals
- Assist the Sr. Director, Digital Service and Automation Delivery with special projects

Qualifications:
**It will really make us smile if you have**
**Preferred education/qualifications**:

- Bachelor's degree in Business Management, Technology & Innovation Management or a related discipline within Health Care, Master's degree preferred
- Six Sigma and PMP are considered assets
- AI/ML certifications/training
- Salesforce Health and Marketing Cloud certifications/training considered key assets

**Knowledge & Experience**:

- 5+ years of demonstrated management experience in driving innovation programs and teams
- 5+ years of experience working in a progressive technology environment where customer care and experience is driven by digital technologies such as Website and Mobile App chat, proactive notifications, asynchronous messaging, advanced speech recognition, text-to-speech, and voice user interfaces (VUI)
- 3+ years of practical experience working with Salesforce CRM, specifically Health, Marketing, Sales, Service, Analytics and Einstein AI Clouds
- 3+ years managing and implementing Contact Center technologies (PBX/ACD/WFM/Quality Management, Outbound Dialers, Speech Analytics)
- Technology startup/entrepreneurial experience considered an asset

**Skills & Abilities**:

- Skilled at quickly analyzing business environments and available data to determine CRM and digital innovation opportunities
- Strong business and technical acumen to bridge the gap and provide clarity between Marketing, Customer Experience, Supply Chain, and IT to deliver successful innovation strategies, programs, and projects
- Strong financial leadership and thorough understanding of building business cases that lead to strong ROI models

Company Profile:
SmileDirectClub was founded on a simple belief: everyone deserves a smile they love.
The Company is the first digital brand for straightening your smile, created after the realization that recent trends in 3D printing and telehealth could bring about disruptive change to the invisible aligner market by matching licensed professionals, a quality clear-aligner product, and customers together.
By leveraging proprietary, cutting-edge technology, SmileDirectClub, LLC-affiliated dentists are providing greater access of care to consumers who couldn't otherwise afford orthodontic treatment to get a better smile.
- What is SmileDirectClub?
Link here.
- What are our customers saying?
Link here.
- What is a SmileShop?
Link here.
- What is our culture like?
Link here.
- How do we celebrate your team members?
Link here.

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