Vice President, Digital Experience, Strategy & Innovation

POSITION SUMMARY: 

The VP, Digital Experience, Strategy and Innovation is responsible for the oversight and management of strategic initiatives surrounding Nymbus’ hybrid Digital Contact Center (DXC), and plays a supporting role in achieving the broader strategic initiatives across the entirety of the Operations team.  The VP, Digital Experience, Strategy and Innovation will work in partnership with the Senior Director, DXC Managers and Team Leads to provide guidance, oversight, and day-to-day operational support for the management of all contact center representatives across all delivery channels including phone, email, secure messaging and chat.  This position is directly responsible and accountable for the strategic outcomes associated with the DXC and its multi-tenant support of regulated financial institution clients. The VP, Digital Experience, Strategy and Innovation will be responsible for identifying Key Performance Indicators (KPIs) and managing the output of those indicators on a consistent basis to ensure success is being upheld on all levels. This position will also oversee all new implementation projects in order to accurately forecast headcount, support levels and training. 

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

• Responsible for the development of performance metrics and reporting availability of all DXC operations in an effort to deliver best in class service, meeting or exceeding all defined KPIs. This includes KPIs set on an overall DXC level as well as individual KPIs for each representative and the DXC Senior Directors, Managers, and Team Leads.
• Responsible for the oversight and performance of all DXC teams and individuals in accordance with client and end user commitments. Leads and mentors a team of managers and staff, fostering a high performance, innovative, and strategic culture with clear roles and responsibilities and accountable outcomes.
• Identifies opportunities to improve upon metrics through people, process, or technology automation and works directly with the DXC teams to achieve positive outcomes. 
• Responsible for the identification, measurement, and monitoring of the effectiveness of existing end to end DXC processes and the associated customer experience, directly executing upon team and cross company initiatives to drive improvements, improve efficiency and reduce or remediate reported customer service issues or complaints. 
• Leads initiatives to streamline workflows, increase revenue, reduce costs, and enhance service quality, with a focus on scalability and sustainability. Maintains and manages the Operations efficiency log with the goal of reducing manual workarounds, increasing available automation, and focusing agents’ time and energy on the tasks that bring the most added value.
• Responsible for all new product implementations, such as the implementation of a new CCaaS platform, procedure tool vendor or adoption of a new service channel, while also providing support for new client implementations as needed. 
• Responsible for the oversight of all hiring, training, induction and coaching strategies across all groups within the DXC under the applicable team. This includes working closely with the Senior Director, DXC to determine occupancy ratings and when additional agents are needed in order to scale, as well  as identifying opportunities to increase revenue to support staffing needs. 
• Gathers, analyzes, and identifies trends from data for existing support costs and provides recommendations on the cost model structure to ensure sustainable growth and adequate client support.
• Responsible for the ongoing development on all levels of the DXC including ongoing customer service and product knowledge training, sales strategies and techniques training and all applicable and required compliance training. Also responsible for staying abreast of best practices in the financial, customer service and technology industries in an effort to provide an overall best in class Digital Contact Center. 
• Perform other duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree in Business or technical discipline, or equivalent experience in related field
• 3+ years of experience in customer support management, ideally overseeing a diverse portfolio of clients 
• 2+ years of experience in managing a remote team preferred
• Prior banking or broader financial services, including fintech, experience
• Prior oversight on onshore contact center teams, with experience operating CCaaS technology for experience with chat, chatbot, voice, and email support
• Prior experience with implementation and integration of various systems to develop a cohesive support experience
• Prior experience with IVR systems and SIP/VOIP integrations
• Well-developed written and oral communications skills, and the ability to communicate effectively with people at every level of the organization
• Proven ability working in teams with a collaborative management and coaching style.
• Ability to be flexible with regards to work schedule, and travel as necessary

WORK ENVIRONMENT:

This job operates in a remote role. This job requires a person to be flexible with regards to work schedule to allow for on-call availability as well as occasional travel. 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands and fingers to operate computer equipment; and occasionally required to stand and walk.  Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.