Push yourself to exciting new places

This is an exciting opportunity to learn and drive Telephony strategies across the enterprise. OneMain handles 25M calls a month through our central and branch locations. Voice engagement is a critical contact channel within OneMain customer contact strategies.

Working with business partners, technology teams, product teams and support teams, this individual will work to identify ways to integrate Telephony into multi-channel customer contact strategies, helping to drive increased self service solutions across the enterprise. They will work to enable consistent enterprise Telephony data capture and partner with cross functional teams to drive strategic decisions using data analytics and hypothesis-driven testing.

This individual will expand their competencies and grow their business and Telephony industry acumen, as well as demonstrate the ability to work on complex processes or projects across customer engagement platforms. They will seek Platform evaluations of communication and telephony integration products with a goal of evaluating product capabilities against strategic needs of the enterprise.Through these evaluations, this individual will provide suggestions for improving customer and team member experiences, drive discussions of enhancements, new products, and/or changes within the enterprise Telephony architecture.

In the Role

• Lead the discovery and integration of innovative customer and team member centric Telephony products that address multi-channel customer contact strategies.
• Collaborating with cross functional teams, create important insights into the effectiveness of our current strategies, identify key opportunities for improvement and develop business cases and test plans to execute those opportunities.
• Develop and maintain a Telephony strategy road map that aligns with enterprise multi-channel customer contact strategies.
• Effectively summarize and present results and insights to management.
• Organizes and lead meetings with various departments.
• Acts as a liaison between the IT development group, Product Teams and business units for the development and implementation of new systems and enhancement of existing systems
• Evaluate Telephony industry products against key strategic initiatives.
• Build scalable frameworks for continuous product iterations based on customer feedback, team member feedback, performance data, and strategic initiatives.
• Ensures required IT services are identified, developed and supported to the satisfaction of the business unit/division.
• Leads or coordinates cross-functional project/program teams from design to delivery of fully developed products that are ready for customer use.
• Provides timely and accurate information and status updates to functional leaders.

Requirements

• Bachelor’s degree in business administration, computer science, engineering, Operations or related field
• 10+ years of progressive experience in Transformation, Project Management, or Product delivery.
• 5+ years of call center Operations, or Support
• 5+ years’ experience with Telephony solutions such as auto dialer, Virtual Assistants, and Telephony solutions supporting remote work.
• Experience in sourcing and/or launching Telephony strategies across multiple Lines of Business
• Ability to synthesize insights across multiple lines of business into a comprehensive and holistic strategy
• Proven ability to lead cross-functional teams and manage complex projects/initiatives including both procedural , and regulatory, and systemic dimensions.
• Strong change management experience; able to drive customer and team member change resulting in high adoption and optimized customer interactions.

Location: Evansville, IN; Wilmington, DE - Hybrid