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Senior Manager Solutions Architect

Company: Percepta
Location: Remote
Posted on: March 14, 2023

Job Description:

At Percepta, we bring first-class service across each market we support. As a -Senior Manager of Customer Experience Solutions, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You'll Be Doing -
The Senior Manager, of CX Solutions is responsible for integrating the Customer Experience vision of our client partners with global CX best practice and translating it into a cohesive solution design that can be effectively deployed within the client and Percepta CX technical and operational landscape(s). The primary goal of this role is to lead CX strategy via meaningful engagement and participation across functional leaders, client stakeholders, third parties, and vendors.

Sr. Manager will bring CX and/or automotive vertical experience to lead and craft CX solution design. They will be adept at developing communications and presentations with limited guidance that clearly articulate strategic objectives and the best practices required to deliver CX Initiatives successfully. They will draw on voice of customer, emerging technology, and operational understanding of how to successfully execute within a contact center to craft solutions from inception to execution (in partnership with Percepta's PMO, Operations, WFM and Training departments), facilitating and leading strategic design workshops and communications with client. The role will consult/add value in conversations with client and Percepta stakeholders, integrating nuanced strategic needs of cross functional teams within any new or enhanced solution designs

During a Typical Day, You'll

  • Provide thought leadership in all aspects of solution design with demonstrated knowledge of and the ability to speak authoritatively on the following:

    • Modern CX design for contact centers
    • Voice of Customer best practices
    • How to leverage capabilities of current and emerging CX technology
    • Automotive trends

    • -Lead CX solution design for assigned projects, under guidance of Strategy Director.

      • Design Agent experiences delivering our clients' desired customer experience (from proactive to reactive, from sales to service) with a focus on delivering high CX and EX.
      • Draw on expert understanding of how to map or to enhance touchpoints across the entire customer journey.
      • Design of solution blueprints or amendments to existing use cases, in conjunction with Percepta and Client PMO and SMEs.
      • Translates design into relevant KPIs that are embedded and able to be captured within the solution design to achieve measurable and trackable customer success.
      • Creates 'wow' experiences for customers that align to client goals and priorities (schedule, budget, quality) whilst communicating any constraints to strategic delivery in conjunction with Percepta and Client PMO.
      • Use of formal and informal artefacts to document solution design: this may be established process maps, or it may require the creation of new presentations and whitepapers.

        What You Bring to the Role -

        • Bachelor's Degree in a relevant field preferably (e.g. Sales and Marketing; Communication; Business/Commerce; Political Science / Psychology)
        • 8 years of work experience in Contact Center Operations, Customer Experience, or Solutions Architecture
        • 8 years working with teams in remote settings, managing and leading projects with teams that are not co-located.
        • Established CX design knowledge and expertise within call center space - able to advise best in class approaches.
        • Automotive experience highly preferred, particularly Commercial

          What You Can Expect -

          • Health/Dental/Vision/Life Insurance
          • Flexible Spending Account (FSA) and Health Savings Account (HSA)
          • 401(k) with company match
          • Vacation/Sick Time and Paid Holidays
          • Tuition Reimbursement
          • Employee Assistance Program
          • Employee Discount Program
          • Training and Development Programs (Percepta College)
          • Employee Rewards Program (Perci Perks)

            About Percepta -
            Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

            Our values are the heartbeat of our organization, and we live, breathe, and play by them -every -day. As a Percepta team member, you can expect: - -

            Culture of Service -- to be treated like you are the customer from day one -

            Teamwork -- belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

            Respect -- a team that is accountable, dependable and gives you their full attention

            Proactive -- to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

            Career -Growth - lots of learning opportunities for aspiring minds

            Diversity -- be a part of our growing diverse and community-minded organization that is all about having fun!

            Competitive Compensation -- we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

            As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

            Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.


Keywords: Percepta, Eugene , Senior Manager Solutions Architect, Executive , Remote, Oregon

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