Technical Product Manager - (8X8)
Company: VCA Animal Hospitals
Location: Los Angeles
Posted on: May 28, 2023
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Job Description:
SUMMARY OF JOB PURPOSE AND FUNCTION:
The Technical Product Manager, Lead Management Systems (TPM) will
be a critical enabler of VCA's new client acquisition and client
engagement functions by strategizing, supporting, and enabling the
efficient leveraging of the various systems and processes that
manage leads at VCA. Accountable for ensuring correct and accurate
flow of leads into and through various systems for the purposes of
outreach, disposition, measurement and analysis by various teams,
the TPM will enable the pursuit of key growth opportunities for
VCA.
With their deep technical and analytical expertise, the TPM will
liaise between outside agencies, marketing platforms and teams, and
call center platforms and teams according to the needs and focus of
the business with the goals of facilitating the seamless, timely,
accurate delivery of leads into the various platforms and teams
that convert them.
The TPM reports to the Director, Direct Response Advertising on the
Brand + Marketing team and is a key support member to the VCA
Contact Center and Client Experience team as well as other teams
that drive and manage leads for VCA, providing technical support
and strategic enablement of data and opportunity flows between the
related teams in pursuit of company growth objectives.
With a passion for data, analysis and measurement and an
exceptional-service-oriented mindset, the TPM will be a technical
growth strategist, collaborating on the optimization of VCA's lead
management strategy through identifying and supporting the
realization of platform and process opportunity and efficiency.
ESSENTIAL RESPONSIBILITIES AND TASKS:
Manage 8x8 infrastructure as it pertains to VCA Contact Center
enablement and lead management, and provide Subject Matter
Expertise (SME) input into solution design, and optimization for
Contact Center solutions
Works directly in the 8x8 platform for call routing, integrations,
and flows between lead systems and Contact Center systems
Supports Contact Center with the administrative aspects of the 8x8
platform, including permissions, roles, skills, and more
Monitors and reports 8x8 and other platforms' operational status by
gathering, prioritizing information, and managing projects
Ensures the successful data transfer of VCA's lead management
system (LMS) leads into the 8x8 system completely, consistently,
accurately, and on a timely basis.
Work with business leaders and subject matter experts to use
technology to improve business processes, promote the strategic use
of Call Center and other lead engagement technologies, and enable
workforce utilization and efficiency
Work closely with stakeholders to ensure lead management ecosystem
capability and functionality meets the needs of the
organization
EDUCATION/EXPERIENCE:
Associate or Bachelor's degree in Computer Science, Information
Technology, System Administration, Information Systems, or a
closely related field, or equivalent experience
4+ years of full-time, recent system administration and/or
technical product management experience - 2+ years administering a
contact center environment
*All degrees will be deemed "or equivalent combination of education
and experience" unless absolutely required to do the job (i.e., DVM
degree for Veterinarian, Law degree for Attorney, etc.).
PREFERRED SKILLS AND QUALIFICATIONS:
Knowledge of 8x8 Call Center solutions, Sitecore [CMT system],
PowerBI a plus
Familiarity with Contact Center Operations
Provides training and technical assistance to IT and other staff on
8x8's contact center technology software and related issues
Troubleshoots end user issues related to agent interface
Business Requirements and Operations 20%
Works as the main point of contact for all vendor management with
8x8 and other elements of the lead management ecosystem, including
recurring status meetings, product roadmap, and issue
management
Proactively initiates and manages understanding of business
operations and goals
Proactively initiates and manages gathering pf business and
technical requirements and acceptance criteria
Creates solid documentation to ensure requirements are captured and
all stakeholders approve
Creates comprehensive project plans with deliverables, timelines
and metrics
Conducts trainings and/or creates training materials with internal
business users to ensure full understanding and proper usage of
tools Data & Performance Metrics 20%
Creates and maintains reports and dashboards to give visibility
into performance and other key metrics
Works within the 8x8 platform to extrapolate data and generate
reports to keep teams abreast of progress and to identify
improvement opportunities
Works with stakeholders to identify gaps in functionality or
performance and come up with solutions
Experience working with call center technology and processes
Experience working with the NICE inContact platform
Ability to work independently without relying on significant
management oversight
Proficiency in Microsoft Office products
CORE COMPETENCIES:
Communicates Effectively: You enjoy managing multiple client
relationships and follow up efficiently.
Customer Focus: You are on the front line with our internal
stakeholders ensuring they have a strong knowledge of our product
and services they use daily.
Action Oriented: Without specific direction, you are able to
creatively provide solutions to any issues our internal
stakeholders may have.
Instills Trust: You are the front line for building relationships.
You continuously gain trust by providing exceptional customer
service.
Additional Information:
Compensation is negotiable based on education, experience, and
other relevant credentials. The US base salary range for this
full-time position is $88,200 - $132,400. Our salary ranges are
determined by role, level, and location . Your recruiter can share
more about the specific salary range for your preferred location
during the hiring process. Please note that the compensation
details listed in US role postings reflect the base salary
only.
If you are a current associate, you need to apply through our
internal career site. Please log into Workday and click on the
Career worklet on the landing page or search for Find Jobs.
Benefits: We offer competitive compensation along with a
comprehensive benefits package, including medical, dental, vision
and paid vacation/sick days, 401(k), generous employee pet
discounts and more!
The information in this position description indicates the general
nature and level of work to be performed. It is not designed to be
interpreted as a comprehensive inventory of all duties,
responsibilities, and qualifications required of associates
assigned to this job. Management reserves the right to revise the
job description or require that other tasks be performed when the
circumstances of the job change (for example, emergencies, change
in personnel, workload, or technical development)
We are proud to be an Equal Opportunity Employer - Veterans /
Disabled. For a complete EEO statement please see our career page
at vcacareers.com
Keywords: VCA Animal Hospitals, Los Angeles , Technical Product Manager - (8X8), IT / Software / Systems , Los Angeles, California
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