Business Applications Excellence Manager, Client Relations Center

About the role

We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. The role of the Business Applications Excellence Manager is focused on strategic technology management, serving as a cross-functional liaison, leveraging data and insights to ensure smooth deployments of product, system, and process enhancements for the Cartier NA Client Relations Center (CRC).

Responsibilities

• Serve as the CRC’s first point of contact and coordinator for Product and Technology tool support, implementation, and guidance
• Serve as a Subject Matter Expert for eCommerce and CRM-related procedures and best practices
• Master a strong knowledge of CRC systems and assess new opportunities for efficient collaboration with corporate teams as well as Operations, Regional eCommerce, and IT teams
• Act as a DRI (Directly Responsible Individual) for most of Cartier CRC-related system roadmap planning and roll-out
• Coordinate or perform all User Acceptance Testing of enhancements, new functionality, and releases
• Translate technical updates into clear operational impacts and readiness requirements (training, volume shifts, changes to workflows, impacts to KPIs)
• Participate in sprint reviews, UAT, and feature validation to ensure CRC use cases are represented
• Creation and validation of reporting dashboards connected to local CRC systems as well as larger global initiatives
• Partner with Quality, WFM, and Operations leaders to analyze drivers of service level, abandon rates, capacity constraints, and advisor productivity
• Leverage CRC performance dashboards and reports to identify relevant trends and priorities
• Proactively identify anomalies, risks, or performance shifts and escalate insights to the appropriate leadership teams
• Act as liaison with international partners, local IT and any other business partners needed for awareness or action
• Perform and manage frequent system audits to ensure systems are functioning appropriately, are being used as intended and that we are compliant with policies and procedures within the systems
• Partner with the Business Excellence and Training Manager to coordinate and facilitate user training on systems related topics

Qualifications

A degree in Information Systems, Computer Science, Business Administration, or related field is preferred. Required experience includes 3+ years of business operations experience in two or more of the following areas: Support Salesforce Service Cloud (SFSC) and/or Salesforce Commerce Cloud (SFCC) ecosystem, project and ticket management using Atlassian Jira/Confluence or similar tools, collecting and streamlining feedback of current system usage into technical incidents.

Skills

• Understanding of CRM, telephony, and case management technologies (Salesforce Service Cloud, Vonage, SAP, Calabrio, etc.)
• Solid understanding of contact center analytics, operations metrics, and journey-level data
• Ability to support UAT, feature validation, and user readiness activities
• Strong skills in data analysis and visualization (Excel, Power BI, Looker, or similar) with comfort building automated, scalable reporting solutions
• Management or People leadership experience, with prior experience in project and people management (leading a team) preferred
• Personal skills: Communication/ Influencing, Curiosity, proactivity, and the ability to anticipate needs before they become issues
• Excellent verbal and written communication skills, especially regarding presentation of data and translating technical information into simple language

Benefits

We care about our associates’ health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs, health savings and flexible spending accounts, income protection solutions including life insurance, disability benefits, and 401(k) with employer match, wellness reimbursement benefit, and paid time off.