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- 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.
- 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.
Technology and Innovation Manager - Riyadh, المملكة العربية السعودية - Tamara
وصف
About UsFounded in 2020, Tamara empowers over 10 million people daily. We're pioneers, revolutionizing how people shop, pay and bank across the MENA region. We partner with thousands of merchants, from leading global and regional brands such as SHEIN, Jarir, Noon, IKEA, and H&M to small and medium businesses. Our rapid growth has resulted in success as we mark our Unicorn status. It's exciting, and this is just the beginning. It's more than a place to work; together, we are a customer-focused community, changing people's lives whilst achieving business results.
Your role
We're seeking a Technology and Innovation Manager to join our customer experience teams and be based in our HQ in Riyadh, Saudi Arabia.
Drawing from your proficiency in Technology, digital transformation and business continuity, 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.)
You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented–persevering regardless of circumstances, always finding a way through, no matter the challenges.
You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.
Your Responsibilities
Tamara is a vibrant hub of exceptional individuals worldwide, with over 40+ nationalities committed to working with the broadest talent pool possible. We're proud of the wealth of cultural backgrounds that shape our teams, ensuring every experience is acknowledged and celebrated.
We seek self driven individuals, fuelled by curiosity, ready to take control of their professional and personal development. We're creating a place where possibilities are for the taking through career mobility, mentoring and cross-border collaboration. This approach has earned us a spot as one of the competitive tech companies to work for.
All qualified individuals are encouraged to apply.