About the position

The Digital Engagement Innovation Manager (Customer Contact/Call Center) will support the Senior Manager in developing the innovation pipeline across Nespresso USA's Customer Contact/Call Center's strategic B2C businesses, sitting within our contact center as part of the newly created Center of Excellence (COE) B2C Innovation & Optimization Hub. This role involves collaborating with various teams to define customer engagement priorities, identify new opportunities for growth and implement tools and customer facing touchpoints that facilitate personalized customer engagement experiences, while optimizing the workforce and driving efficiencies. This position also requires a strategic and collaborative mindset to drive innovation and excellence in the customer engagement experience for Nespresso USA. This is a People Leader role that is a remote-based opportunity. Applicants must have current or prior Customer Contact or Call Center experience.

Responsibilities

• Lead the creation of personalized, data-driven digital customer engagement strategies to support the COE.
• Oversee the implementation and integration of new & existing technologies such as AI, machine learning, and emerging digital technologies and touchpoints.
• Develop and implement strategic KPIs to measure end-to-end success.
• Develop, lead and project manage pilot initiatives with key stakeholders through test, learn & analyze approach.
• Evaluate program effectiveness and identify opportunities to optimize touchpoint effectiveness.
• Support digital reporting/analytics and work closely with key stakeholders to report out and measure.
• Develop and execute digital strategies that will generate cost efficiencies.
• Create business cases/proposals to define, get approval and support from Finance team & other stakeholders.
• Oversee and maintain all new integrations ensuring they are performing and remain in a steady working state for our day-to-day customer facing operations.
• Oversee strategy development and managing the day-to-day digital programs including but not limited to: Chatbot, AI and self service sector.
• Develop and manage new program handoffs to ensure smooth transition for new launch plans with established business partners.
• Plan, budget, oversee and document all aspects of the specific initiative/project being worked on.
• Create processes and procedures to support the innovation pipeline and uphold the end-to-end customer experience journey.
• Create a framework to share wins, learnings and best practices with Senior Contact Center Leadership.
• Develop and lead a highly specialized team within our Center of Excellence, contact center.
• Provide line management, coaching and support to the team, helping them to evolve in their area of expertise and function.
• Review COE's priorities and work with other areas of the organization to align on business priorities.
• Build strong and productive working relationships with other members of the COE, cross functional teams and suppliers.
• Lead the deployment of innovation training to upskill COE teams across Nespresso USA.
• Organize and facilitate innovation leadership team meetings to share and embed best practices across the organization.
• Conduct all relevant meetings in line with the Nestle's Nestle Leadership Framework and PDP cycle: including monthly 1-1s, team meetings, and knowledge sharing sessions.
• Attend conferences, workshops, development to remain fresh on innovations to bring back to the COE.
• Identify new and external digital solutions that meet the market needs to support the growth of the business and enhance the overall customer engagement experiences.
• Lead and facilitate innovation workshops to develop strategic opportunities, jobs to be done, ideas, and concepts.
• Post launch of new programs analysis, maintain and refine the new program as needed.
• Conduct research and gather insights to move the COE forward in this evolving space through creation of idea proposals and business cases.
• Validate the opportunities, meet target thresholds and demonstrate a path of results achieved as outlined in business plan.

Requirements

• Bachelor's degree in Business Administration or in a related field required.
• 5+ years of experience managing Digital Engagement Innovation within a Customer Contact/Call Center required.
• 1-2+ years of People Leadership with a proven ability to manage a team and develop direct reports required.
• Demonstrated fluency in MS Office (Word/Excel/Outlook/PowerPoint) is required.
• Must have excellent communication (oral and written), organizational, presentation and stakeholder management skills.
• Must have strong digital acumen, including the ability to synthesize data into clear trends and key areas of focus.
• Willing and able to work under pressure to meet tight deadlines with minimal supervision required.
• Must have strong business and technical expertise within digital engagement to include: customer email and live chat, social media, Sprinklr, chatbot, AI, ratings and reviews, Genesys and SHELF.
• Strong project management experience including managing project deadlines and budgets required.
• Must be able to lead through change management and influence Senior Leadership based on strategic decisions through story telling and a data-driven approach.
• Ability to understand customer needs and ability to manage budgets/budget requirements.
• Must have a creative mindset and ability to create business proposals/cases and ROI wrap-up analysis reports.
• Morning, afternoon, evening and some weekend availability is required.
• Willing and able to travel up to 10% based on the needs of the team and the business required.

Benefits

• 401k with a company match
• healthcare coverage
• performance-based incentives
• competitive total rewards package