Work Schedule Standard (Mon-Fri)
Environmental Conditions Office
Job Description We are seeking an expert and passionate Associate Director to lead, mentor and grow our Genesys Cloud and Salesforce CRM teams. These two teams comprise of 13 and 6 employees respectively, with colleagues located throughout the US - Raleigh - NC, Sofia Bulgaria and Manila Philippines. This candidate will ensure we drive towards our core vision, Provide responsive support and innovative technology solutions, to enhance operational efficiency and our ability to drive incremental value for our clients. The selected candidate will manage two US based functional leads, who are currently responsible for the day-to-day operations of each team. This role will report directly to an Executive Director of IT, who is based in the US on PST time zone. Working hours are mid shift midnight local time; however, we are asking for flexibility around the timing of meetings given our global footprint.
This leadership role is a critical component within the larger Technical Operations team. This Team's main focus is maintaining operational stability of our Contact Center Environment & associated software solutions, and providing hands-on support to our front line operations staff. This team drives innovation, new program implementations & adjustments, and is the technical engine room that powers the services provided by the PPD - Medical Communications Department!
Day In The Life In this role, you will be responsible for shaping our service offerings in the contact center (Genesys) and CRM (Salesforce) space by understanding current and prospective client needs, industry technology trends, and future roadmap offerings from each software vendor. This will be a collaborative process in partnership with our Innovation and Client Solutioning teams. Future service offerings will then be presented to our executive governance committee for approval. Once approved, your technical teams will deliver these roadmap items on time and within budget.
Additionally, you and your teams will be responsible for maintaining stability and availability of our systems, and ensuring all service requests and tickets received are addressed within the agreed service level agreements. As our client base and service offerings grow, you will be encouraged to use automation and self-help to improve service levels and increase customer satisfaction scores. This run the engine work is of utmost importance but must be balanced with the ongoing delivery of new service offerings. If this challenge excites you, please apply within.
Job Qualification & Educational Experience Bachelor's degree in a Technical subject area, Business, Science, equivalent work experience, and/or Master's degree a plus.Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 10+ years).Experience in delivery of successful Enterprise level IT projects.Minimum of 5+ years leading and running diverse global teams.Desired Knowledge, Skills And Abilities We are looking for a strong standout candidate that is able to complement our current team, inspire change, and build trust with key business partners and vendors.
Knowledge of contact center processes, technology, and concepts.Ability to implement orderly structure in sophisticated situations, combine big picture thinking with data and details to think through a problem.Strong social skills, including collaboration, facilitation, leadership, and executive presence.Effective communication skills.Strong personality with the ability to influence change.Positive demeanor with a dedication to a high quality of work.Validated experience of leading an agile transformation across technical teams.Outstanding customer service skills.Demonstrable understanding of systems in use within the CRO/Pharmaceutical industry.
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