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Manager - Digital Communication & Support

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Location
Basking Ridge, NJ
Job Type
Direct Hire
Date
Jan 18, 2018
Job ID
2551101

Manager of  Digital Communication & Support
Basking Ridge, NJ
Direct Hire

Description: 

This position is responsible for leading strategic initiatives and delivering against the organizational goals and objectives of support, chat and community within the clients self-service app.  This position will drive collaboration with creative development teams, agency partners, IT partners and cross-functional teams across the company.  The ideal candidate must be able to think and act both strategically and tactically, be an innovative leader who is data driven, capable of handling multiple projects at once and thrives in a rapidly-changing environment. 

 Responsibilities:

·       Develop the overall strategy for the role of support within the Client app

·       Identify opportunities and recommendations for the AI chat bot platform to increase the auto chat transaction completion rate

·       Evolve the sales and support chat integrations within the application to improve conversion rate, increase sales and reduce CIR

·       Create a plan to integrate the Client community support solution into the native application

·       Define and manage the app support roadmap based on delivering the KPIs of the digital organization and the company

·       Support your vision and roadmap by leveraging a detailed analysis of metrics around opportunities within the app and the other channels of the business

·       Proactively identify and resolve strategic issues that may impair the ability to meet strategic, financial and technical goals

·       Develop effective business requirements and user stories that can be used to create digital experiences

·       Own projects with considerable scope and/or complexity with significant impact on customer experience

·       Manage prioritization and trade-offs among customer experience, performance and operational resource load

·       Create buy-in for the support strategy within the app with internal and external partners

·       Clearly and efficiently communicate the strategy and status to senior management

·       Must be passionate about emerging mobile trends and stay on the leading edge of new technologies to create the best customer experience

·       Success in this role will be found by leading the definition, design and roll out of new projects or key new features related to support, community and chat bot/AI

  Qualifications 

·       Bachelor’s Degree in Business or Marketing, MBA Preferred

·       7+ years of experience in Digital Marketing or Digital Support

·       3+ years of mobile app experience

·       2+ Years experience with agency management, operations, platform and technology

·       2+ Years experience leveraging analytics and user testing to inform strategy and creative processes

·       1-3 Years experience with conversational UX platforms / Artificial intelligence platforms (Api.ai, Watson, etc.) preferred

·       Experience working in an Agile product development environment

·       Ability to conduct meetings, evaluate issues, provide solutions, and drive aggressive timelines

·       Proven track record of taking ownership of cross-functional teams and successfully delivering results in a fast-paced, dynamic environment

·       Effective oral and written communication and report presentation skills to Director and up level executives

·       Ability to manage and work with both technical and non-technical teams and/or staff.

·       Strong logic, quantitative and analytical skills

·       Advanced proficiency with Access/Excel/Word/PowerPoint

Equal Employment Opportunity
We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status.  Different makes us better.
 


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