Professional Services Strategy & Business Operations Sr. Manager

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity. 

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

Professional Services Strategy & Business Operations Sr. Manager

The Professional Services Strategy & Business Operations Sr. Manager bridges the gap between 8x8 GCC’s overall strategy and business operations. They are responsible for developing and implementing strategies to improve efficiency, drive growth, and ensure alignment across different areas. This role involves both strategic planning and hands-on execution, working with GCC’s senior management and cross-functional teams. 

The Ideal Candidate:

You are intensely curious about user behavior. You are an active listener who understands that a great solution balances simplicity, robust features, and superb services to solve real world problems. You also enjoy tapping the left side of the brain, following a logical, fact-based approach, and possess the ability to see correlations by analyzing data and monitoring business KPIs to anticipate the need for offer changes and process improvements.

Responsibilities:

• Operational Transformation: Leverage data-based strategies to define organizational goals, identify performance gaps, advise on closing gaps, predict future demand, and lead transformation initiatives

• Cross-Functional Collaboration: Work with different departments and stakeholders (e.g., product, engineering, marketing) to ensure alignment and smooth execution of assigned initiatives.

• Performance Management: Monitor key performance indicators (KPIs), analyzing data, and reporting on progress to ensure strategic goals are being met. 

• New Offers Ideation: Identify and prioritize high growth professional services opportunities with sustainable revenue and profitability potential 

• Competitive Analysis: Gather competitive intelligence about what our competitors are offering and developing, to anticipate the need for offers’ enhancements.

• Financial Acumen: Develop fully integrated business cases based on market opportunity, competitive intelligence, customer value and financial impact.

• PMO Best Practices: Establish, monitor, and maintain strong adherence to a Project Management Office (PMO) framework and processes around Technical Delivery for maximizing project success and ensuring strategic alignment with GCC’s best practices. 

Required Skills and Experience:

• Wicked smart and have a strong bias for action

• Strategic thinking and the ability to translate strategies into actionable plans

• Strong analytical and problem-solving skills

• Highly empathetic with users, customers, and co-workers

• Positive, team-focused attitude toward new initiatives

• Effective written and presentation skills

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