Lead cross-functional meetings and drive collaboration between stakeholders. Provide leadership and direction towards accomplishing goals and taking ownership and responsibility from strategy to execution
Define and develop the strategy for improving the omnichannel experience to our frontline agents in partnership with our internal channel stakeholders
Engage delivery primes across the organization to ensure the roadmap is achievable
Conceptualize, develop and define product/project business requirements & use case development
Work with technical teams to realize the product strategy
Identify potential roadblocks and proactively determine solutions to be implemented
Intake & manage requests for changes from various cross-functional teams
Track and measure efficiency & delivery of all initiatives (impact on business, rep and customer satisfaction) against established targets
Master’s or Bachelor's degree in Business, Technology or equivalent.
Minimum 5-7 years of relevant digital experience
Retail, Call Centre and/or Omnichannel experience a bonus
Highly motivated & adaptable individual
Strong interpersonal, communication (written and oral) and negotiating skills including ability to communicate with all levels of the organization, and confidence to influence and persuade
Ability to understand the big picture while not losing sight of the details
Great attention to detail.
Creativity, flexibility and an ability to manage time and reset priorities in a dynamic environment.
Superior skill set including: analytical thinking and problem solving, coaching and leadership, presentation and facilitation, negotiation and relationship building and proficient probing, listening and positioning skills