Manager, Customer Experience Platforms

Job not on LinkedIn

🔥 14 minutes ago

⚜️ Louisiana – Remote

⚜️ Louisiana – Remote

💵 $121.1k - $163.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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LouisianaNOW.Jobs

WebsiteLinkedInAll Job Openings

51 - 200 employees

🎯 Recruiter

🏪 Marketplace

Recruitment • Marketplace

LouisianaNOW. Jobs is a regional jobs portal and talent attraction site focused on connecting job seekers to employers and economic opportunities across Louisiana. The site highlights regional communities, industry sectors, current employers who are hiring, career advice articles, and job listings, and appears to be operated or supported by LED FastStart (Louisiana Economic Development). It’s positioned as a marketplace that promotes Louisiana’s growing industries and helps match talent with local openings and employer investment announcements.

📋 Description

• Lead Customer Experience Platforms and oversee delivery of CCaaS offerings • Serve as the primary management contact for service agreements • Manage day-to-day operational relationships between service delivery teams and mission customers • Coordinate resources to ensure optimal service delivery and resolve issues according to procedures and service-level requirements • Partner with strategy, finance, human resources, supply chain, executives, leaders, vendors, and customers • Identify, design, and implement process improvements to improve effectiveness, efficiency, performance, and customer experience • Manage the service area budget and CCaaS financial management • Evaluate customer feedback and develop quality improvements in service delivery • Ensure systems availability through design best practices, testing, disciplined promotion, and root cause analysis • Develop and drive service roadmaps with leaders, executives, and vendor partners • Lead marketing toolkits, demo platform capabilities, white papers, and recommendation materials • Estimate work effort and prioritize requests for self and team • Reduce risk and inefficiency across people, process, and technology • Identify, develop, recommend, and implement sales strategies and tactics • Support capture and business development, including proposals, RFIs, and whitepapers • Manage strategic vendor relationships, negotiate product pricing, align technology roadmaps, and identify opportunities • Forecast volumes and labor needs, review and approve vendor invoices, and validate monthly labor reports • Align forecasted customer demand with annual budget expectations

🎯 Requirements

• Bachelor’s Degree in Computer Science, Software Engineering, or a related field • Minimum five (5) years’ experience with Contact Center/Service Desk Technology • Minimum two (2) years of people management experience • Strong analytical and organizational skills • Excellent communication and client-facing consulting skills • Demonstrated intellectual curiosity and commitment to ongoing professional development • Experience implementing conversational AI/chatbots, virtual agents, intelligent routing, KCS, RPA/agentic automation, workflow automation platforms, Agent Assist capabilities, and predictive analytics/reporting • Strong understanding of ITSM and contact center operational metrics, including call deflection, FCR, MTTR, self-service adoption, CSAT, agent utilization/productivity, and AHT • Experience with Amazon Connect, Lex, Bedrock, Google CCAI, Vertex, Gemini, NICE CXone, FreshWorks, Genesys, ServiceNow, NowAssist, Moveworks, BMC Remedy/Helix, Microsoft Dynamics, Salesforce Service Cloud, and multifactor authentication solutions • Must be able to obtain and maintain a Top Secret Security Clearance • US Citizenship Required

🏖️ Benefits

• Comprehensive medical plan options, including plans with Health Savings Accounts • Dental plan options • Vision plan • 401(k) plan with pre-tax and post-tax contributions and company match • Full-flex work weeks • Paid vacation, sick, personal, holiday, parental, military, bereavement, and jury duty leave • Typically 15 days of paid leave per calendar year • 10 paid holidays per year • Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees • Short- and long-term disability benefits • Life insurance • Accidental death and dismemberment insurance • Personal accident insurance • Critical illness insurance • Business travel and accident insurance • AI-powered career tool identifying career steps and learning opportunities • Internal mobility team • Wellness packages • Competitive pay • Award-winning culture of innovation • Military-friendly workplace