Technology Manager

Summary/Purpose of the Position:

This position is a dynamic role that will take ownership in the oversight and deployment of new technology in the Customer Service department to aid in operations and improve upon the customer experience. This role will possess a high level of motivation, acting as the sole project manager for the department, while collaborating with key stakeholders within the business.

The Project/Technology Manager will have responsibility for mining data and executing reports to maintain system accuracy. This role will partner with the department trainer to update department procedures and processes as needed, develop road maps for projects, implement change to provide value in the planed methodology to enhance project schedules, and to maximize operational efficiencies within the business.

Essential Duties, Functions and/or Responsibilities:

• Research and deploy potential software packages to implement within the Customer Service department
• Build out of automation to simplify business and department processes
• Execute project timelines and resources accurately and effectively
• Facilitate communication and coordinate with project team members
• Develop and maintain accurate project documentation
• Monitor project timeline and proactively address challenges
• Ensure projects are completed within score and budget while adhering to schedule
• Additional duties and responsibilities to be assigned as required

Education and/or Work Experience Requirements:

• Bachelor’s degree or equivalent work experience is preferred
• 3+ years of project management experience is required
• Experience in deploying artificial intelligence platforms is required
• Strong verbal and written communication skills with the ability to proactively communicate with team members and key stakeholders
• Experience in contract management and process mapping is preferred
• Microsoft Power BI & Office Project knowledge in addition to strong data entry skills is required
• Prior experience with leading or managing ERP changes is preferred
• Familiarity with various customer service omni channel solutions or contact center software
• Excellent time management skills to adhere to deadlines
• Prior customer service experience a plus
• Strong attention to detail
• Solid presentation skills
• Robust analytical skillset

Physical Requirements:

• Ability to safely and successfully perform essential job functions in accordance with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards
• Ability to maintain regular and timely attendance in accordance with the ADA, FMLA, and other federal, state, and local regulations

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.