Overview
Come join our pack! Here at BISSELL, we have a dynamic, progressive team of professionals in an environment where you can learn, grow, and create innovative technology solutions to help our business flourish! Become a part of our rich 145-year heritage that has grown from a small family business to a thriving, growing global organization. To this very day, BISSELL is still family-owned and passionate about helping you effectively and easily clean your home so you can put down the vacuum, enjoy life and come home to a deeper clean. All in all, whether your messes are baby food or red wine, mud or chocolate, cat hair or pet accident, we're here to help you embrace those messes, erase them in a jiffy, and get on with the most meaningful aspect of your home-living in it.
We have an opening for a Manager - Service Automation and Analytics - in our Walker, MI Office.
The Service Automation and Analytics Manger is responsible for leading a team of product subject matter experts and analysts in the identification, development, and deployment of service automation solutions that will result in a consistent and industry leading consumer experience over live-agent and self-service support channels. This is a significant role in the strategy and execution of intelligent automation solutions and integrated capabilities such as NLP and intelligent virtual assistants to drive service optimization at global scale. You will be tasked with the design, implementation, and ongoing management of automation initiatives that captures feedback from consumers to identify opportunities for improvement and innovation. This position is responsible for establishing an automation strategy, developing the associated roadmap, and implementing the components of the roadmap with internal partners.
Responsibilities
RUN WITH THE BIG DOGS
Gathers insights across all feedback channels (phone, email, chat, social media, surveys, QA) to identify top contact drivers to streamline processes and reduce the cost to serve
Provide thought leadership in automation solutions to enhance the consumer journey by, bringing together tools and methods to solve complex business challenges
Identify automation opportunities, detail documentation and capture of testing scenarios and enablers, and articulating them to stakeholders for further analysis
Develop future state design along with a clear short term and long-term roadmap to get to the future state by applying different levers of transformation such as process elimination/simplification, analytics, advanced automation, digital solutions etc
Understand the state of trends, emerging technologies, the vendor/technology landscape, to define strategies, roadmaps and business cases that transform our processes.
Partner with stakeholders to define use-cases, requirements, and business needs for automation
Manage and prioritize incoming requests for automation and determine value and impact against investment costs.
Drive efficiency improvements related to speed, quality, and simplification by eliminating rework, reducing, and automating manual work and hand-offs within service teams
Lead the creation of dashboards / metrics, ensuring data is collected succinctly, reports are generated and presented, dashboards are maintained, and results are converted into insights-with a clear action plan and path for improvement on established KPIs and ROI goals
Benchmark and assess industry best-practices to improve live-agent and self-service capabilities
May be required to perform other duties as assigned
Qualifications
DESIGNED FOR SUCCESS
REQUIRED CORE COMPETENCIES for PROFESSIONAL/TECHNICAL JOB FAMILY:
Global strategic thinking and implementation
Oral and written communication with impact
Professional expertise
Interpersonal/collaborative skills
Continuous Improvement
Manage/contribute to multiple dynamic priorities
Actively seek and share information
Initiative
REQUIRED EXPERIENCE/EDUCATION:
Degree minimum: Bachelor's degree required, preferably in technology or quantitative field including mathematics, analytics, economics
Experience level: 2-3 years of analytics or quantitative experience extracting meaningful insights from different data sets.
Experience using business intelligence or data visualization/interface tools, e.g. Domo, Tableau, Power BI, to tell a story with the data.
PREFERRED EXPERIENCE/EDUCATION:
Master's in information systems
Experience with automation initiatives in a contact center / service environment
Experience driving and/or supporting digital transformation initiatives
Good communication skills to communicate with customers, team members, external data providers, and management
Ability to work independently and as part of a team
SPECIALIZED TRAINING OR SKILLS REQUIRED:
Excellent interpersonal skills to work effectively with technical and business teams.
Ability to self-manage time and multiple priorities.
Communicate effectively both verbally and in writing.
High degree of intellectual curiosity and continuous improvement mindset and learning agility.
Strong analytical and critical thinking skills.
WHAT'S NEXT? APPLY NOW!
BISSELL is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law
