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Strategy & Bus Dev Director

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Date: Jan 31, 2019

Location: Thornton, CO, US

Company: Avaya Corporation

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

About the Innovation Incubator Business

Req 23737

The Avaya Innovation Incubator is chartered with creating new, disruptive solutions in the market, such as the recently announced Avaya Mobile Experience. The Incubator will focus on mobility, security and artificial intelligence in particular, drawing on input from customers, partners, internal development and a future planned ecosystem to foster promising start-ups and entrepreneurs. Avaya’s Innovation Incubator is seeking the best and the brightest to help transform how the world connects. New recruits will be responsible for building and bringing innovation to market, in a customer-driven, high accountability, high trust environment.

Short Description

An acknowledged thought leader, internal and external to the company who identifies and meets service delivery goals in support of the company strategy. Partners with leaders from across the business and establishes a balance between short term delivery and long-term alignment for mobility solutions that are developed by the Innovation organization. Areas of focus include services delivery, customer support and program management for mobility services. In partnership with business leaders, defines goals/objectives for multiple projects. May direct a small team of senior technical staff. Contributes leadership to cross-functional teams in support of corporate goals. Identifies complex business needs and identifies the opportunities for offering cutting edge service and support that require full integration of the company's strategies. Has a significant, sustained product development and delivery record, preferably in a cloud or service provider environment. Work is typically performed without appreciable direction.

 

The mobility services delivery lead will have responsibility for delivering service and support for mobility solutions such as Avaya Mobile Experience (AME) and Avaya Mobile Identity (AMI). AME is Avaya’s mobile-centric, network service that delivers toll-free services while providing the mobile caller with an end-to-end digital experience when they interact with an enterprise. AMI is an identity and authentication service that will be deployed as an Over-The-Top (OTT) service and as an integrated identity/authentication capability for AME.

Responsibilities

About the Individual

 

As the services delivery lead for mobility solutions and services within Avaya, the successful candidate will collaborate with internal teams and partners, to ensure that mobility services are developed to meet the timelines of a rapidly growing business, and that best-in-class customer service is provided. Responsibilities will include the following:

 

  • Directs and provides oversight to all aspects of customer service, delivery policies, objectives, and initiatives that are required for Avaya’s mobility solutions/services.
  • Directs the team responsible for Blue/Green implementation of new or adapted services.
  • May direct a team of support engineers and ensures service levels are met or exceeded.
  • Develops service level standards focused on response times and issue resolution.
  • Establishes policies and procedures that produce high quality customer service delivery that reflects industry best practices.
  • Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
  • Creates functional strategies and specific objectives for the customer service function and develops budgets, policies, procedures to support the functional infrastructure.
  • Provides overall program management oversight for the development of mobility solutions and services.
  • Makes recommendation for changes to products or services based on customer feedback and requests.
  • Engages with customers to drive interest in the service and recruit beta customers
  • Collaborates with Avaya Legal teams on the creation of solution contracts

Experience

12+ Years of Experience

People Management Experience

Education

Bachelor degree or equivalent experience

Advance Degree preferred

Preferred Certifications

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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.


Nearest Major Market: Denver

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