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Senior Manager, Strategy & Operations

Company: TTEC
Location: Des Moines
Posted on: June 24, 2022

Job Description:

The world has changed. Disruptive technologies, social media, more demanding customers, and an interconnected global economy have altered the face of business forever. -To compete, companies must integrate digital technologies into all areas of their business. -TTEC Digital helps the best companies on the planet reinvent their businesses to drive competitive differentiation through the adoption of digital transformation.Our Digital Transformation Consultants focus on enterprise transformational projects that help our clients navigate their journey of transformation, driving business outcomes, creating industry-leading customer experiences and maximizing the value of technology investments. -Our Business Transformation team supports public and private sector clients at scale, optimizing and automating key processes along the way. TTEC Digital Transformation Consultants advise their clients on the best Cloud solutions that suit their specific business needs and help them to implement those solutions to their fullest effect. -This is a telecommuting opportunity with limited travel requirements post-covid.What you'll be doing:

  • Program Delivery & Account Management (80%)
    • Hands on delivery of Business Transformation engagements focused on Cloud migrations of Genesys, Amazon, Cisco & Microsoft technology solutions that face global customer experience and contact center operations. -
    • The bridge between all the business and technical solutions components; understand the needs of customers, the business and IT stakeholders -
    • Experience working in highly collaborative, complex environments to solve business process, strategic, tactical, and technical problems real-time. -
    • Accountable for engagements including quality of delivery, project profitability and people management.
    • Represent TTEC Digital Consulting at senior levels in relationships with assigned accounts to be a trusted advisor and expert to the client. Guide the account growth strategy
    • Experience managing and presenting to clients; able to develop client-ready presentations with minimal oversight.
    • Achieve a personal utilization target of 50-75%
    • IP and Business Development (20%)
    • Develop solution frameworks, methodologies, proposals, and pricing in support of digital consulting engagements - experience with contact center telephony configuration and implementation required (Genesys, Amazon, Cisco, Microsoft)
    • Identify and cultivate business opportunities, respond to customer requirements, and help craft insightful, high-quality solutions to solve complex business challenges -
    • Identify professional services firms, technology companies and digital agencies to partner with whose offerings complement TTEC Digital's solutions for the benefit of the customer
    • Develop pricing solutions that allow for productive negotiation with the client and result in projects that meet targeted profit margins for the applicable engagement sold
    • Personally contract or deliver $500,000 in consulting engagements each yearWhat skills you will need:Motivation, Passion, Integrity. -Those are just some of the attributes valued at TTEC Digital. Of course, there are some other requirements too. -These include:
      • 5 years' of contact center operations or similar professional experience; any experience including management consulting is a plus
      • Expertise and breadth across a spectrum of CX consulting capabilities: - envisioning and designing customer experiences, developing target operating models enabling those experiences with digital solutions, analytics, change management and operations excellence. -
      • Seasoned in developing technology-enabled consulting solutions involving the development, integration, or optimization of AI/Intelligent Virtual Assistants.
      • Demonstrated experience crafting and implementing strategic business and technical solutions to meet business challenges and customer needs.
      • Agile development experience, ideally both on backend (data integration and databases) and frontend (web applications)
      • Articulate, Personable, with Executive Presence - flexible in style to meet client needsWho We Are:We are passionate about the customer experience. With a deep legacy of over 30 years in the contact center environment, we have the expertise to help you navigate the key technologies in order to deliver an exceptional customer experience.COMPENSATION AND BENEFITSThe anticipated starting salary range for individuals expressing interest in this position is $140,000 to $160,000. This position is eligible to participate in an annual incentive program. -Benefits available to eligible employees include the following:
        • Medical, dental, and vision -
        • Tax-advantaged health care accounts -
        • Financial and income protection benefits -
        • Paid time off (PTO) and wellness time off -WHY TTEC? WHAT WE OFFERWhen you join TTEC, you become part of the family. Because we want to see you succeed and thrive, we offer a competitive compensation and benefits package as shown below to support your quality of life, career development and goals attainment:Be Financially Sound ---- - - -We want you to reach your personal and professional goals and offer financial benefits such as: Health and flexible spending accounts ---- - - -Retirement plans ---- - - -Tuition reimbursement programs ---- - - -Financial wellness program -Be DevelopedWe believe in investing in our people and their career development, which is why we offer a variety of courses and programs that enable you to develop new skills and gain new insights such as: ---- - - -Mentorship programs ---- - - -Our Women in Leadership program connects employees globally with learning, networking and mentoring opportunities ---- - - -Professional development courses in TTEC University ---- - - -Scholarship program and tuition reimbursement ---- - - -Visibility in our global career pathing and internal mobility opportunities -Be HealthyWe support healthy living and have the tools and resources to help you such as:--- - - -It's Ok, We're All Human wellness program ---- - - -Wellness incentives ---- - - -Company health and wellness programs ---- - - -Dedicated health and wellness navigators and employee assistance programs ---- - - -Generous paid time off and other leave of absence programs -Be the DifferenceYou'll have the opportunity to have a positive impact in your community:--- - - -Through our employee-driven global grant program, you'll have the unique opportunity to apply for a grant focused on helping a local educational organization in your community ---- - - -Our team helps fundraise and volunteer their time in their communities -For more information about TTEC, visit ttecjobs.com or search #ExperienceTTEC throughout social media to engage in the global conversationTTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don't take our word for it - check out some our women in leadership and diversity awards on TTECjobs.com. -#LI-Remote

Keywords: TTEC, Des Moines , Senior Manager, Strategy & Operations, Executive , Des Moines, Iowa

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