Manager, Automation Delivery

Job Type: Full-Time Overview: We’re SmileDirectClub, and we believe everyone deserves a smile they’ll love. We also believe that you deserve a job you’ll love. Good thing you found us, and we found you. At SmileDirectClub, we’re all about empowering transformation. We want people to become more confident in how they look, how they feel, and how they think. So we’re spreading smiles and positivity all over the country.

It’s no small task. That’s why we’re looking for energetic, passionate, and confident team members who can help turn frowns, into life-changing grins. Are you up for it?

Responsibilities : Responsibilities :

• Collaborate with Contact Center leadership and strategic vendors to identify key initiatives and formulation of value-driven technology programs and projects that are focused on emerging omni-channel and AI technologies.
• Direct and plan program or projects resources and budgets against the SDC Customer Contact technology strategic roadmap.
• Manage and lead Project Managers/co-ordinators against defined strategic programs, projects or workstream activities that deliver successful sprints and full lifecycle projects.
• Drive the business case development and Project Review Board (PRB) defense of all new program/project or change requests.
• Collaborate with the SDC Finance and IT PMO to deliver strong financial control, policy/methodology adherence and reporting on all programs and project related costs.
• Provide proactive and engaged leadership on key projects designed to increase revenue, reduce expenses, enhance business efficiency, and improve customer experience.
• Develop key cross departmental relationships with IT, Digital and Commercial units to effectively deliver on Customer Contact digital projects and change programs.
• Create KPI’s and service level agreements with other business process key stakeholders and for key customers of the process.
• Evaluate each team members performance and provide timely feedback.

Qualifications: It will really make us smile if you have Preferred education/qualifications :

• Bachelor’s Degree or equivalent in a related Customer Experience, Human-Computer Interaction or UX Design field.

• AI/Machine Learning Certification or training considered is desirable.

• Salesforce Einstein or Google Dialogflow Bot Building certifications/training considered an asset. Knowledge & Experience :

• At least 5 years of experience designing and writing natural dialog flows for AI, machine learning, chatbot tools such as Salesforce Einstein, Dialogflow, Watson, LivePerson, Amazon Lex, etc

• 3-5 years Product Design, UX design, and/or UI/Visual design preferred.

• 3-5 years of demonstrated management experience in driving innovation programs and teams.

• Familiarity with automated testing tools and confusion matrices to drive successful designs and sprint launches.

• Proven track record of defining, socializing, testing, iterating on, and delivering outstanding digital experiences.

• A background in using data and speech analytics tools to perform analysis of customer data to drive decisions on improving the customer’s experience.

• Familiar with AI technologies such as NLU, NLP, ML and DL and a strong understanding of learning algorithms (supervised, semi-supervised and unsupervised)

• Strong experience in understanding Customer Journey Mapping and conversational flows.

• Prior Contact Center experience considered an asset.

• Experience working in cross-functional, international teams that are multi-lingual and culturally diverse.

• Fluent English in both verbal and written form; Spanish fluency considered an asset.

• Exceptional communication skills with the ability to interface with multiple groups, including internal resources and external professional service providers.

Skills & Abilities :

• Delivers in a fast-paced, collaborative agile scrum environment.
• Must have a “customer first” mindset with the goal to overachieve and continuously “wow” our customers with frictionless experiences that solve their intent on the first attempt.
• Must possess excellent communication skills (both verbal and written), with proven ability to communicate effectively with all levels of employees in both English and Spanish.
• Excellent use of process mapping (Visio), presentation (PowerPoint), advanced data analysis, financial modelling (Excel) and Project Management (MS Project, Jira, Smartsheet) tools

Company Profile: SmileDirectClub was founded on a simple belief: everyone deserves a smile they love. The Company is the first digital brand for straightening your smile, created after the realization that recent trends in 3D printing and telehealth could bring about disruptive change to the invisible aligner market by matching licensed professionals, a quality clear-aligner product, and customers together. By leveraging proprietary, cutting-edge technology, SmileDirectClub, LLC-affiliated dentists are providing grea