Site Manager responsible for daily operations and staff management at Turtle, an electrical distribution leader. Ensuring quality standards and vendor performance in procurement and service.
About the role
- Senior Contact Center Platform Manager responsible for driving operational platform management and leading contractor teams. Managing enterprise contact center engagement platforms and ensuring alignment with business strategies.
Responsibilities
- Own and manage enterprise contact center voice engagement platforms, including AWS and multi-channel (voice, SMS) capabilities.
- Represent NPS globally, ensuring technology aligns with business needs and strategic direction for North America and EU.
- Oversee present workload, build and execute roadmaps, and drive future strategy for platform evolution, including AI and virtual agent technologies.
- Lead and coordinate three contractor teams, ensuring efficient delivery and collaboration across business, technology, data analytics, and agile management.
- Act as liaison between vendors, technology teams, and business lines, influencing vendor roadmaps and integrating new capabilities.
Requirements
- Bachelor's degree, or equivalent work experience
- Typically eight or more years of related experience
- strong contact center experience (mandatory)
- product management or program management background
- technical expertise in voice engagement
- exposure to AI/Agentic AI
- strong communication
- high organization
- ability to drive plans and teams
- agile mindset
- experience with hybrid work models
- Well-developed ability to collaboratively develop and evolve a product backlog
- Well-developed ability to develop and articulate a product vision that supports outcomes, value and prioritization of work
- Considerable understanding and demonstrated abilities in support of the Lean/Agile mindset
- Demonstrated leadership and interpersonal skills including ability to collaborate with and empower teams
- Well-developed verbal and written communication skills
- Proficient computer navigation skills
- Standard industry certifications such as SAFe, CSPO, or PSPO are preferred
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
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