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Organization

Hudson's Bay Company

Job Title

Contact Center - Demand & Experience Senior Manager - Minimum of 10 Years Experience

Location

Wilkes Barre, Pennsylvania

Country

United States

Region

Northeast

Reference Number

17000CAZ

Position type

Permanent

Contact Center - Demand & Experience Senior Manager - Minimum of 10 Years Experience

The primary responsibilities of the Demand & Experience Sr. Manager are to drive/assist strategic initiatives, develop and analyze business cases, enhance operational efficiencies and recommend actions to achieve the financial budget. This position will directly support the Director of Operations (DOO), ensuring the team, critical stakeholders and partners are aligned with strategy and direction as related to contact management and reduction. This individual will lead organization-wide processes, and plays a key role in establishing operational strategy, financial models, budget accountability, governance and innovation. • Create repeatable strategic planning processes for implementing the organization’s business strategy • Forecast, plan, track and develop digital customer experience budget needs • Break down business initiatives into key tasks, quantify the impact and identify and track accountabilities of the change • Strategic Workforce planning: benchmarking the cost, performance and priorities of each team’s functions by using metrics and dashboards to assess and communicate performance. Utilize these tools to establish workforce budgeting processes and evangelizing these to be used by business leaders and executives • Ad-hoc analysis QUALIFICATIONS • Bachelor’s Degree or MBA preferred • A minimum of 10 years contact center experience with project and operational management experience • Experience establishing and optimizing offshore operations • Maintain a close eye on retail landscape and consumer trends to provide unbiased risks and opportunities for brand and the business overall, with an eye to “future proof” many years ahead • Align communication, people, processes, resources and systems to ensure effective implementation and delivery of required results • Develop strategies & tactics, and key processes, policies & procedures that facilitate growth and management of the business • Scope, plan and execute multiple, often quick turnaround initiatives Drive critical cross-functional projects and enable executive decision making on issues of critical importance and partner with Program management team so effectively drive initiatives and communication • Help to establish best-in-class processes, frameworks, timelines and templates for maximum efficiency as it relates to consumer research and monthly reporting • Assist in implementing initiatives that support the Company’s short and long-term strategies, vision and customer value proposition • Ability to build strong collaborative teams and relationships, leading cross functional/ virtual teams where required • Ability to communicate clearly, making the complex clear and compelling to all levels of the organization in both written & oral forms • Collaborative mindset and ability to lead effectively in a complex matrix organization • Proven ability to influence stakeholders and drive change when necessary • Proactively identify opportunities for innovation & incremental business opportunities. Develop business cases, gain endorsement and execute • Confident, self-directed, and poised under pressure • Partner with business technology peers to plan and execute against our website roadmap • Understand and utilize organizational, financial, and industry data to accurately diagnose strengths and weaknesses, identify key issues, and develop strategies and plans • Use critical thinking & problem solving skills to judge situations, considering business, personnel, financial, legal, and time implications, and take appropriate action Strong knowledge of Microsoft Office suite of software • Ability to create planning schemes and financial case support • Strong business acumen in contact center Industry • Strategical and Financial skills