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Customer Experience Manager

Date:  Jan 8, 2022
Location: 

Morristown, NJ, US

Requisition ID:  31511

About Avaya

Avaya OneCloud Solutions is global leader inContact center and unified communications capabilities , helping customers to fast-track your experience from ideas to reality!

 

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

Job Information

Job Code: 00194001

Job Family: Research and Development

Job Function: Software Engineering

Short Description

 


Responsibilities:
•    Oversee Avaya OneCloud platform design and strategy for enhancing the customer & Partner experience across all digital touchpoints on the customer journey
•    Develop and maintain a product roadmap that has measurable success metrics. Ensure continual alignment with business priorities through frequent communication with stakeholders
•    Be an evangelist for OneCloud CCaaS customer at all levels of the organization. Develop compelling presentations and documentation to communicate a vision for CCaaS vision.
•    Understand the overall customer journey for CCaaS and decide the best ways to enhance overall customer experience
•    Partner with Marketing, Operations, Digital Product, and outside vendors to ensure product requirements are implemented according to product strategy and business needs as part of go-to-market planning
•    Work closely with Consumer Insights team & portfolio managers to integrate research findings into Live product design, roadmap planning, and leadership team discussions
•    Champion the needs of business teams and stakeholders throughout the product development process
•    Work collaboratively and drive the launch of the projects under your responsibility. Make thoughtful decisions and clear roadblocks to getting your product live

 

 

Qualifications:
1.    3-4 years’ experience in product and program development, with proven ability to deliver customer value in a fast-paced environment.
2.    Demonstrated success in working collaboratively with a wide variety of business stakeholders.
3.    Strong analytical skills and ability to use data to drive decision making in product development.
4.    Strong executive communication skills with an open and direct communication style
5.    Balance of hard skills and EQ, with the ability to pivot based on audience.
6.    Industry experience in cloud communication platforms, contact centers, e-commerce.

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Experience

7 - 10 Years of Experience
People Management Experience

Compensation Data

COMPENSATION - SECTION PERTAINS TO COLORADO APPLICANTS ONLY     


   (Colorado only*) Minimum salary of $131,900 + bonus + benefits.
•    Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).


Nearest Major Market: New Jersey