Principal, Strategy & Operations in Remote, USA at TeleTech

Date Posted: 11/13/2017

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Remote, USA
  • Job Type:
    Consulting
  • Experience:
    Not Specified
  • Date Posted:
    11/13/2017

Job Description

The world has changed. Disruptive technologies, social media, more demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TeleTech helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement and digital transformation. 


The position can be based out of our US offices or can be US-remote/home office. Successful candidate must be able to handle flexible work schedule with ability to travel.


Check out our website below to learn more about what we do and how we help our clients. 
http ://www.teletech.com/consulting


What we are looking for : 


We are looking for a strategic leader who has a track record of developing, implementing, and executing customized customer experience (CX) and employee experience (EX) solutions powered by best-in-class digital platforms.  


As a Principal of the Strategy and Operations practice area, you will play a key role in developing our Artificial Intelligence (AI) solutions.  


A track record of success in managing projects focused on creating a seamless omnichannel customer experience through process engineering, digital solutions, and technology optimization is paramount.  


In this role, you will help develop and deliver our capabilities to the market place through consulting, account management, and business development. 


What you’ll be doing : 

  • Innovation and business development
    • Serve as an expert and trusted advisor in the Artificial Intelligence domain with new and existing accounts.
    • Partner with extended AI team to develop innovative and integrated solutions that produce measurable results
    • Lead workshops to design omni channel CX strategy solutions while introducing the advantages of virtual agents/chat bots and machine learning.  
    • Guide the execution and client growth strategy in the AI domain.  
    • Achieve targeted AI bookings and revenue goals 
    • Lead the efforts to craft insightful, high-quality responses as part of the account planning team
    • Represent the company in various business platforms, conferences, media and other public arenas through speech and/or white papers and publications across the US. 




  • Delivery, Account Management, and Leadership
    • Serve as the senior program manager on large engagements ensuring the overall quality of delivery and project profitability is achieved
    • Provide guidance and leadership to a highly matrixed team while demonstrating company values and brand promise. 
    • Promote collaboration and teamwork to achieve the best results for TeleTech and for the customer base
    • Educate internal team members on the AI practice and trends
    • Leverage your personal network to help grow a team filled with talented resources that have a passion for connecting with customers and orchestrating exceptional experiences across every customer touchpoint





What skills you’ll need :
An individual that will lead every day, live life passionately, seek first to understand and always do the right thing…. while not being afraid to reach for the amazing! 



  • 12 years’ professional experience including 8 years management consulting 
  • Experience in AI solutions - Virtual Agents, chat bots, intelligent case processing, machine learning, video analytics, Unique Identity/ biometrics, inference engines, stream monitoring, intelligent search, ontologies/knowledge representations
  • Considered a customer experience and subject matter expert including omni channel design, mobile and digital solution applications, technology and service transformation.
  • Experience leading large engagements with complex organization networks, program interdependencies, and multiple partners and vendors. 
  • Demonstrated experience crafting and implementing strategic business and technical solutions to meet business challenges and customer needs.
  • Strategic account perspective – aware and bringing value to the engagement delivery and day-to-day issues but primarily focused on the engagement vision, strategy, and pursuit of significant horizontal opportunities
  • Proven business development and new client sales experience
  • Entrepreneurial spirit with experience building and/or managing advisory services’ practice area. 
  • Demonstrated ability in a matrixed and consultative selling environment. 
  • Articulate, Personable, with Executive Presence – flexible in style to meet client needs
  • Degree from a globally reputable university in business and/or information management. MBA degree a plus. 


 
Who We Are :


TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Consulting team is on a mission to help our clients realize the amazing opportunities available to them, by driving new thinking and transforming the way they create exceptional experiences for their employees and customers.   We provide end-to-end advisory and execution services, giving leaders the confidence and tools to re-think how to compete with a combination of our logic, intellect and ability to make sense of the data with our creativity and experience. 


What We Offer :

  • Performance equity, variable incentive bonus plan, 401K company match, tuition reimbursement
  • Global career mobility, professional development, employee recognition programs
  • State of the art technology which allows for seamless global connectivity
  • Learning and career growth opportunities via our global footprint
  • Rich wellness program and health incentives






TeleTech requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer.


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