Director of Systems Optimization - Remote

Overview

The Director, Systems Optimizations, will lead and develop a team focused on implementing and optimizing 3rd party operational systems and tools to enhance Operations and Member Experience.

In Short

• Lead and optimize 3rd party systems and tools for Operations and Member Experience.
• Ensure successful new system implementations and optimal day-to-day utilization.
• Coach and develop a team of Systems Optimization professionals.
• Partner with stakeholders to prioritize and execute deliverables.
• Work with IT and engineering teams to implement and troubleshoot systems.
• Develop reporting for critical systems and processes.
• Manage system maintenance and hygiene.
• Translate customer service policies into effective system configurations.
• Craft and execute a technology roadmap for infrastructure.
• Juggle multiple priorities in a fast-paced environment.

Requirements

• 12+ years of experience in contact center systems.
• 10+ years of leadership experience in system administration.
• Strong critical thinking and problem-solving skills.
• Excellent communication and presentation skills.
• Experience with high growth teams and products.
• Deep technical acumen, including understanding development languages and APIs.

Benefits

• Hybrid work policy with in-office and remote options.
• Competitive salary and equity package.
• 401k match and comprehensive health benefits.
• Generous vacation policy and paid parental leave.
• Annual wellness stipend.
• Community support time off.
• Opportunities for team bonding events.