Sr. Manager, Self-Service

Description

• Identify and champion opportunities for digital innovation and automation across the contact center.
• Design and continuously improve self-service journeys with a focus on simplicity, accessibility, and resolution effectiveness.
• Collaborate with UX, product, and operations teams to align messaging, functionality, and service standards across channels.
• Ensure information is accurate, relevant, and supports high first-contact resolution rates.
• Partner with Care PMO, IT, Product, and third-party vendors to ensure secure, reliable, and scalable technology solutions.
• Leverage insights to identify opportunities for improvement and inform future enhancements.
• Collaborate with internal stakeholders including CX, Operations, Marketing, IT, and Compliance to ensure alignment and effective change management.
• Define and execute the multi-year self-service roadmap in alignment with enterprise goals.
• Oversee the creation, maintenance, and accessibility of content within knowledge management systems.
• Oversee the development, integration, and performance of self-service platforms (e.g., IVR, AI-powered virtual agents, customer portals).
• Define key performance indicators (KPIs) and establish frameworks to monitor, analyze, and report on self-service performance.

Requirements

• Excellent analytical skills with a data-driven approach to problem-solving and performance optimization.
• Outstanding communication and stakeholder engagement abilities.
• Time required to resolve inquiries or issues via self-service channels.
• Bachelor’s Degree
• Customer Satisfaction (CSAT) – Self-Service
• Demonstrated success in deploying and managing self-service technologies such as IVR systems, App Integration, chatbots/virtual agents, and knowledge bases.
• Average Self-Service Resolution Time
• 5+ years of progressive leadership experience in contact center operations, digital self-service, or customer experience roles.
• Strong understanding of customer journey design, user experience principles, and customer satisfaction metrics.
• Customer satisfaction score specifically related to self-service experiences.
• Proven leadership skills, with experience managing cross-functional teams and large-scale initiatives.
• Share of total customer interactions initiated or completed through self-service platforms.

Benefits

• Self-Service Containment Rate
• Self-Service Adoption Rate

Training + Development

Interview process

Visa Sponsorship

Security clearance