Sirius XM Radio Inc. Senior Manager, Desktop Strategy & Development in New York, New York
Senior Manager, Desktop Strategy & Development
Type of Position
Location: New York, NY
SiriusXM is seeking a talented, energetic product owner to support the development of a new customer service desktop as well as support the current customer service interface. This desktop should provide our agents with a full 360 degree view of the customer, and leverage next best action for a consistent customer treatment across channels. The position is responsible for transforming the experience for the agent and the customer by identifying and formulating recommendations for next generation desktop.
Duties and Responsibilities:
Partners with multiple teams across the business while integrating and developing solutions to enhance the agent and customer experience.
Develops strategy, and problem solving solutions while acting as a visionary to proactively define direction for enterprise wide projects including the development on an agent desktop
Develops functional and non-functional requirements, migration plans, and execution roadmaps gaining business buy-in along the way.
Formulate strategy, collaborating with various internal teams and vendors on deployment, and ensuring the program delivers the capabilities and financial objectives established by the business.
Analyze and evaluate desktop opportunities on an ongoing basis for improving efficiency and present enhancement recommendations to leadership.
Bachelor's degree or equivalent, relevant experience.
5+ years of experience working on agent/customer facing interfaces, with the goal of improving the customers experience within an organization.
Requirements and General Skills:
Experience working in a matrixed organization driving change through multiple teams that were not direct reports.
Strong understanding of project management, process design and change management.
Proven proficiency in successfully implementing large scale projects and/or technology changes in a complex environment.
Ability to deal well with ambiguous/undefined problems with the ability to think abstractly.
Be well-organized with attention to detail; able to work with minimal supervision.
Ability to think beyond existing solutions, assumptions and current knowledge of operational and technology areas.
Good presentation skills.
Interpersonal skills and ability to interact and work with staff at all levels.
Ability to pay attention to details and be organized.
Customer-focused mindset and takes pride in creating an engaging and informative data-driven customer journey.
Willingness to take initiative and to follow through on projects.
Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
Must have legal right to work in the U.S.
Knowledge of subscriber management and billing software.
Knowledge of agent desktop systems and 360 views of the customer data.
Knowledge of customer journey mapping
Interpersonal skills and ability to interact and work across the business including strong knowledge of IT back end systems.
Background in consumer subscription business preferred.
Demonstrated understanding of software development lifecycle including all phases of requirements definition, testing, change management, and release management.
Highly analytical/process mindset must have ability to understand the business needs and convert the business needs to business processes and system requirements.
As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.
Company EEO Statement
Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.