IT&D Manager driving IT&D initiatives and transformation in Reckitt’s factory ecosystem, ensuring effective communication and service delivery. Collaborating with factory leadership to implement global standards.
About the role
- Manager of Performance Call Systems focusing on scalable outbound and inbound call strategies. Responsible for optimizing performance and unit economics in a technology-enabled call center.
Responsibilities
- Design inbound and outbound call strategies across campaigns and verticals
- Develop contact cadence frameworks (timing, sequencing, retry logic, pacing)
- Architect routing logic, escalation paths, and qualification flows
- Define monetization and conversion breakpoints within call journeys
- Build and refine high-converting call flows and conversation trees
- Optimize objection handling and qualification logic
- Lead structured testing (A/B frameworks, iteration cycles) to improve yield
- Identify opportunities to increase revenue per dial and revenue per contact
- Define and own core KPIs (RPC, conversion rate, revenue per dial, profit per call)
- Analyze performance data to identify drop-offs and optimization opportunities
- Improve contact rates, close rates, and overall unit economics
- Partner cross-functionally to enhance reporting, analytics, and system visibility
- Develop scalable frameworks that support multi-campaign growth
- Document best practices and standard operating procedures
- Ensure compliance alignment across campaigns
- Continuously refine performance systems to increase efficiency and output
Requirements
- 3+ years in call center operations leadership (AI based call center experience preferred)
- Bachelor’s degree in Business, Marketing, Communications, or a related field preferred
- Previous experience managing outbound or blended call environments at scale
- Previous experience leveraging AI tools in call center operations (e.g., scripting, routing, QA, or automation) strongly preferred
- Deep understanding of dialer logic, pacing strategy, contact strategy, and QA systems
- Proven track record improving conversion rates and revenue performance
- Experience in performance marketing, lead generation, insurance, or financial services preferred
- Highly analytical, systems-oriented thinker
- Comfortable working closely with product, data, and engineering teams
Benefits
- Remote work available with the possibility of onsite or hybrid if in commuting distance of our Boulder, CO office
- Time off is as important as hard work! Salaried employees are on a Flex PTO plan
- Generous holidays including a reduced schedule between Christmas and New Year’s
- We make sure our team is well cared for with strong health plans - We even cover our employees' dental and vision premiums
- Access to Flexible Spending Accounts
- Plan Matching traditional and Roth 401k
- Employee Assistance Program
- Supplemental tenure-based leave: self-care and family first
- Life Insurance
- Legal Assistance plan
- Pet Insurance discount through the ASPCA
- A killer culture with team members who have your back!
- In-person and virtual connection points for culture building and team members who have your back!
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