Sr Dir, Interactive Care


Client Reference Code: 206631

Responsible for for the adoption, customer experience, and success of multiple customer self-service channels. The primary focus in on the Virtual Chat Agent (Chat Bot) and IVR for both Residential and Commercial. Our goal is to provide a service and support model that is unparalleled in our industry, leveraging self-service features that are convenient and desirable by our customers.


Responsible for the adoption, customer experience, and success of several digital customer self-service channels.

Design and implement an integrated strategy for customer support through a variety of interactive touch-points, including:

  1. IVR
  2. Virtual Agent
  3. And other self-support channels as applicable

Leverage operational metrics, market analysis, competitive analysis, and apply thought leadership to define the roadmap for both Residential and Commercial IVR and Virtual Agent support channels

Plan new initiatives – budgeting, business case development, etc

Accountable for the successful implementation of all initiatives for the IVR and Virtual Agent support channels; provide leadership and apply fundamental project management techniques

Present to Executives, both written (email, PowerPoint) and oral

Manage hosted vendors including contract negotiations

Oversee, contribute to and approve requirements, user stories, test plans

Review test plan results and recommend “Go / No-Go” for launch

Define channel success metrics for regular reporting and oversee ad hoc analysis

Design processes to solicit customer feedback and insights that allows for continuous improvement

Leverage analysis to develop tactics to drive the adoption of the IVR and Virtual Agent support channels

Accountable for the customer experience within the IVR and Virtual Agent support channels

Works extensively and builds effective relationships with the Customer Care, Product, Telephony, IT, Engineering and Network Operations teams

Manage a 10-20 person team

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Extensive knowledge of emerging digital and trends to help create best practices and provide visionary thinking to solve emerging digital support challenges
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Passion for the quickly-evolving digital environment with a demonstrated understanding of the web, mobile, and digital communications landscape
Exceptional written communications skills
Exceptional verbal communications skills
Technically savvy
Project management skills
Independent thinker
Passionate about customer experience
Strong vendor management skills
Personally engaged in digital and social media

BA/BS required or equivalent experience; Master’s preferred

Related Work Experience Number of Years
Experience in developing customer care strategies within digital channels 7+
Experience in leading the development of customer-facing technologies
within customer self-service channels (voice, web, mobile app, or social) 5+

Office environment

Job Code : TWCCSU810 Sr Dir, Interact CustSpt Chnls Exempt


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