Technical Program Manager - Service Assurance: IVR Self-Service

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed has an exciting opportunity for a Technical Program Manager – Service Assurance: IVR Self- Service to join our rapidly growing team! We are building the first cloud-enabled telecommunication that provides a simple and seamless customer experience.

As the Technical Program Manager – Service Assurance: IVR Self- Service, you will be critical to help us innovate the IVR experience and Self-Service Capabilities. Part of your charter will include overseeing the evaluation, design, documentation, implementation, testing, and performance of IVR experience, call routing, and automation to help our customers self-resolve their connectivity and troubleshooting issues in the IVR.

You will work closely with IT, and Business Operations leads to ensure alignment of application/process long-term goals and visions to bring in automation capabilities and enhanced routing capabilities to provide a frictionless experience in the IVR.

The principal purpose is to drive automation, process efficiency, and customer service support for all underlying network and operational processes for customers. This position will report to the Manager of System Support & Innovation – Service Assurance.

As the Technical Program Manager – Service Assurance: IVR Self-Service your responsibilities include:

• Own the execution of IVR customer experience and self-service capabilities through workflow enhancements, self-service, and automation.
• Aims to build a best-in-class customer self-service experience that is intuitive, seamless and leads to improved customer IVR experience
• Lead cross-functional engagements to identify areas of opportunity and prioritize self-service workflows, customer IVR journey, conversational design, features, and functionalities to drive best-in-class IVR Self-Service experience
• Provide readouts on IVR self-service enhancements for service assurance, aligning, and presenting to the leadership teams, highlighting risks, and aligning on risk mitigation strategies
• Collaborate with peers to support self-service automation, Mobile, Chatbot Automation and Agent Assist Workflows to improve customer and agent experience
• Drive the Google CCAI experience for Service Assurance and leverage its capabilities to drive IVR Self-Service experience and call routing
• Drive requirements and develop a feedback loop to inform prioritization IVR Self-Service Workflows, Knowledge Support capabilities, and rethinking customer IVR experience Lead operational readiness for new Service Assurance's product launches, through ORT, Alpha, and Beta
• Build relationships with third-party vendors, such as ServiceNow, Calix, and Google CCAI, while driving strategic sessions to maximize our return on investment

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree or equivalent work experience in Service Support, System Support, IVR experience and or Service Assurance
• Experience working in cross-functional and/or cross team projects
• Experience in Google CCAI or Genesys, Avaya, Ujet and other IVR platforms
• Experience in conversational design, operational support, and design thinking to simplify and reinvent customer journey support experience in the IVR
• Expertise in Call Routing, WFM, and have worked to simplify complex routing to ensure callers are routed to the right group of agents the first time
• Understanding of how to improve operational metric such as IVR self-help, reducing friction point and improving IVR intent recognition
• Experience working on migrating legacy on-premises IVR solutions to the Cloud from an operational support standpoint and understand deeply how to drive requirements, manage bugs, and test the IVR to identify areas of friction and drive the implementation of enhancements with IT and OPS teams
• Excitement conducting user research, creating a feedback loop, and helping business and IT to prioritize features and functionalities
• Unde