Brillio LLC

Brillio LLC

CX Program Manager/Channel Initiatives Specialist (Six Sigma, Contact Center) - R01565115

Dallas, Texas, United States

Sponsorship not specifiedDetected 62 days ago
Project ManagementProcess ImprovementCustomer SupportLeadershipCommunicationLean Manufacturing

About the role

  • Identify root cause and determine recommendations to product, process and training opportunities
  • Leadership of multiple channel initiatives focused on call deflection and chat containment
  • Quantify impact of pain points and recommended changes

Responsibilities

  • As a consultant within the DE team, you will work with our clients to define their digital strategy and execution roadmap, and design and implement differentiated digital solutions to help deliver measurable value.
  • You will own our root cause channel initiative program ensuring customer service improvement initiatives are planned, aligned, and executed against business and customer objectives - with a focus on reducing costs from the business.
  • In addition to the management of the larger program, you will also directly lead specific root cause initiatives.
  • You will partner closely with Vendor Managers, Data Analysts, Quality Assurance, Product, Engineering, Fraud, Operations, and Marketing teams.
  • Collaborate with other departments to ensure alignment and buy-in for product, process, and training improvement recommendations
  • The DI team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.

Requirements

  • 3+ years of experience in process and performance improvement using Lean Six Sigma principles
  • 3+ years' experience in program/project management
  • Knowledge of customer service and call center operations
  • Knowledge of data mining using AI tools (Copilot, Genie, etc…)
  • Must have experience in planning, organizing, and executing projects related to customer service improvements
  • Effective presentation skills with ability to translate data into actionable insights
  • Experience managing programs with geographically dispersed teams

Skills

  • CX Program Manager/Channel Initiatives Specialist (Six Sigma, Contact Center)
  • Primary Skills
  • Job requirements
  • Strong written and verbal communication skills for both customer and cross-functional audiences

Company info

  • As Client continues to evolve into a consumer-centric business, the Channel Initiatives Specialist plays a pivotal role in identifying and driving key programs to successfully uncover the root cause behind top customers and support expert pain points.
  • Your goal is to ensure the successful management, implementation, and adoption of Client's customer service root cause to ultimately deliver great experiences for customers worldwide while supporting long-term business growth.

Equal opportunity

  • Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.
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  • https://www.brillio.com/join-us/
  • Equal Employment Opportunity Declaration
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This listing is sourced directly from Brillio LLC's careers page and normalized into a canonical job model.