Telephony Sr Delivery Manager

Job Details

Description

Mindr and our family of brands have helped millions of individuals to live and drive responsibly. Intoxalock, a subsidiary of Mindr, is the country’s largest ignition interlock provider (IIDs) in the United States and the only company working to assist individuals in successfully navigating the often-daunting DUI process. For more than 30 years, Intoxalock has helped millions of people get back on the road safely after a DUI, prevent impaired driving, and save lives.

We are proud to have pioneered alcohol-specific fuel cell technology that sets the industry standard. We provide products and services to consumers and program monitoring authorities to effectively deter impaired driving and support individuals as they navigate the license restoration process. We assist customers who are required to install an IID to regain their driving privileges after a DUI incident. We are headquartered in Iowa, operate in 48 US states, and have over 5,000 installation locations across the country, allowing us a strategic advantage in the marketplace, where our customers can find a convenient location within minutes from where they live or work.

We hire people who we expect will produce exceptional results, inspire positive change within the company and deliver amazing service to our clients, which includes consumers, attorneys, state associations and more. We are a workplace you can be proud of. We’ve been named a Top Workplace several years running and again in 2024 for national employers. Our products stopped an average of 26,000 intoxicated start-ups each month and 29 million in the last decade.

We are hiring a Telephony Sr Delivery Manager-Remote.

The Telephony Sr Delivery Manager is a leadership position that oversees the efficiency and effectiveness of our telephony experience and customer communication platforms, including SMS. With over 400 employees answering phone calls to service our sales and customer support functions, our telephony system is critical to our business, and we are ready to move our communication capabilities to the next level. This role is not an individual contributor role and we are looking for someone who can build, improve and grow the rest of the team and org.

Duties and Responsibilities:

1. Own the telephony and customer communication platforms strategy, roadmap, availability, and the delivery of new features.

2. People manage, guide, mentor & improve a team of comprising of onsite and offshore partner team members. This role is not an individual contributor (IC) role and we are not looking for someone who is a great IC. We seek someone who is a team player & can improve the overall capability of the department & org.

3. Identify, measure, and report on key telephony metrics related to employee and customer performance. I.e. Abandonment Rates, First touch resolution, Call Routing.

4. Manage and improve the customer experience within the telephony systems, with partnership and direction from marketing, sales, and customer service functions who are the key business partners for this role.

5. Identify the appropriate reporting metrics, review results and identify trends sharing ideas and learning from the Sales and Customer Service functions. Identify, define and manage the implementation of modifications that improve sales and customer service experiences.

6. Create and manage a roadmap with input from business partners and technology needs, inclusive of the process to communicate and update the roadmap. Evaluate and prioritize enhancements and major telephony features to drive maximum value in the most effective timeframe and represent this in the roadmap.

7. Manage daily and weekly status, planning, and delivery activities including availability, enhancement planning and execution, delivery of features and other improvements, and evaluate achievement of anticipated benefits.

8. Acts with guidance from cross functions to define an integrated multi-channel, communication strategy (phone, sms & chat) and a feature roadmap.

9. Be a leader with all telephony and customer communication vendors, driving the best prices and best terms with the vendors with the support of Technology leadership. This includes understanding vendors roadmaps and what portions of their roadmap would be beneficial to Minder, sharing and educating Mindr teams as needed.

10. All other duties as assigned.

Job Requirements:

1. Bachelor’s degree, preferably in computer science or a related field.

2. 10+ years of experience in contact center operations with proficiency in call routing, call recording, and Telephony Optimization on the Genesys Cloud platform.

3. 5+ Experience in contact center management/leadership with telephony analytics and reporting.

4. Experience with multi-tenant multi-media Contact Center ideally with Genesys Cloud experience.