Manager, Self-Service Channels

Role Overview

• Lead the strategy, roadmap, and execution of enhancements across IVR, mobile, web, and AI-enabled self-service environments.
• Own the performance and direction of self-service channels, ensuring solutions support customer preferences, operational needs, and business priorities.
• Champion digital self-service adoption across the organization by communicating goals, performance trends, and opportunities for innovation.
• Establish and maintain performance frameworks to measure channel usability, reliability, containment, customer satisfaction, and adoption.
• Use customer insights, analytics, and usability findings to identify friction points and prioritize improvements.
• Partner with analytics teams to develop dashboards that track customer behavior, performance trends, and business outcomes.
• Lead cross-functional planning and governance routines to ensure initiatives are designed, tested, and deployed with quality.
• Work closely with IT, Customer Experience, Operations, and Communications to ensure self-service channels integrate effectively with backend systems and agent workflows.
• Maintain alignment with regulatory, compliance, and legal requirements, ensuring all digital channels meet required standards.
• Oversee the evaluation and enhancement of self-service journeys using customer feedback, testing insights, and operational data.
• Establish standards for design, content, and functionality to ensure consistent and user-centered experiences across digital channels.
• Drive ongoing optimization efforts that simplify user flows, reduce failure points, and lower call volume.
• Ensure digital channels remain accurate and reliable during planned and unplanned events, including outages and emergency scenarios.
• Lead readiness activities by coordinating with key partners to update IVR flows, scripts, messaging, and system logic during emergency responses.
• Maintain documentation and processes required for audits, regulatory reviews, and new project implementations.

Requirements

• Bachelor degree or equivalent professional experience
• 5+ years of experience in digital channel management, customer experience, product management, or related fields.
• Proven ability to manage cross‑functional projects and develop clear project plans, documentation, and readiness criteria
• Skilled in using AI tools and staying current with automation trends.
• Deep understanding of IVR systems, web platforms, and mobile platforms.
• Proven experience leading large‑scale enterprise programs without direct people leadership.
• Demonstrated success managing vendors and multi‑million‑dollar technology contracts ($5–7M+).
• Experience delivering seamless, end‑to‑end customer experiences across multiple systems and channels to ensure seamless digital journeys.
• Strong ability to influence senior leaders and cross‑functional teams through expertise and results.
• Ability to analyze data, interpret customer behavior, and translate insights into actionable improvements.
• Ability to travel 25%–50% within the United States and occasionally to other U.S. locations and the Canadian head office; valid passport required.

Benefits

• 401k with Company match
• Full insurance benefits (health/dental/vision/life)
• Collaborative environment with a genuine flexible working policy
• Share purchase/match plan
• Defined Contribution savings plan
• Top Talent Program
• Volunteer paid days off
• Employee Assistance Program
• Achievement fund