Technology and Innovation Manager - Riyadh, المملكة العربية السعودية - Tamara

    Tamara
    Tamara Riyadh, المملكة العربية السعودية

    منذ أسبوعين

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    دوام كامل
    وصف
    About the role

    In this role, you will be responsible for driving the technology and innovation portfolio for the Customer Experience organization (also known as Customer Service), consisting of internal customer support as well as the customer-facing tools and systems (e.g.

    CRM / ticketing system, chatbot, call center, etc.) This role will be based in our headquarters - Riyadh and will report to the Director - Customer Experience Operations & Strategy.
    Responsibilities


    • Oversee the portfolio of Customer Experience technology and systems.
    • Develop and execute a comprehensive CX technology strategy aligned with the organization's overall objectives.
    • Lead the ideation, development, implementation and progress reporting of tech-driven improvement projects to enhance customer service products and systems.
    • Facilitate cross-functional collaboration with Customer Support Operations, Product, Engineering, and IT teams to deliver on the CX technology roadmap.
    • Follow closely the CX industry trends and emerging technologies to identify opportunities for improvement and innovation.
    • Identify and evaluate potential technology vendors and partners.
    Manage the relationship with the selected vendors.


    • Manage the CX technology budget, allocate resources effectively, and optimize CX technology-related expenditures.
    • Establish key performance indicators (KPIs) to measure the success of our customer service technology products and technology initiatives.
    Your expertise


    • Bachelor's degree in computer science, engineering or related field.
    • 5+ years of experience in customer experience, customer service or related fields.
    • Strong understanding of emerging customer service technologies, industry trends, and their potential applications.
    • Experience using contact center solutions such as Zendesk/Salesforce/Freshdesk, conversational chatbots, and call center platforms.
    • Knowledge of project management and process excellence foundations.
    • Strong stakeholder management skills.
    • Ability to think strategically and translate vision into actionable plans.
    • Ability to perform under pressure and with shifting priorities.

    Desired Candidate Profile




    Education:
    Bachelor of Science(Computers)


    Gender:
    nm


    Nationality:
    Any Nationality