Manager, Self-Service Channels

Purpose

The Manager, Self‑Service Channels is responsible for leading the strategy, delivery, and continuous improvement of the company’s non‑live customer service channels—including IVR, web and mobile applications, and emerging AI‑powered platforms—to ensure customers can independently complete tasks through seamless, intuitive, and reliable digital experiences. This role drives measurable improvements in customer satisfaction, digital adoption, and call reduction by building performance frameworks that monitor channel usability, reliability, and operational impact, while ensuring alignment with business objectives and regulatory expectations. Acting as a cross‑functional leader, the Manager, Self‑Service Channels collaborates closely with IT, Operations, Customer Experience, and other business partners to maintain channel performance, integrate new capabilities, and support both day‑to‑day operations and broader transformation initiatives.

#LI-Hybrid

Accountabilities

• Lead the strategy, roadmap, and execution of enhancements across IVR, mobile, web, and AI-enabled self-service environments.
• Own the performance and direction of self-service channels, ensuring solutions support customer preferences, operational needs, and business priorities.
• Champion digital self-service adoption across the organization by communicating goals, performance trends, and opportunities for innovation.
• Establish and maintain performance frameworks to measure channel usability, reliability, containment, customer satisfaction, and adoption.
• Use customer insights, analytics, and usability findings to identify friction points and prioritize improvements.
• Partner with analytics teams to develop dashboards that track customer behavior, performance trends, and business outcomes.
• Lead cross-functional planning and governance routines to ensure initiatives are designed, tested, and deployed with quality.
• Work closely with IT, Customer Experience, Operations, and Communications to ensure self-service channels integrate effectively with backend systems and agent workflows.
• Maintain alignment with regulatory, compliance, and legal requirements, ensuring all digital channels meet required standards.
• Oversee the evaluation and enhancement of self-service journeys using customer feedback, testing insights, and operational data.
• Establish standards for design, content, and functionality to ensure consistent and user-centered experiences across digital channels.
• Drive ongoing optimization efforts that simplify user flows, reduce failure points, and lower call volume.
• Ensure digital channels remain accurate and reliable during planned and unplanned events, including outages and emergency scenarios.
• Lead readiness activities by coordinating with key partners to update IVR flows, scripts, messaging, and system logic during emergency responses.
• Maintain documentation and processes required for audits, regulatory reviews, and new project implementations.

Education and Experience

• Bachelor degree or equivalent professional experience
• 5+ years of experience in digital channel management, customer experience, product management, or related fields.
• Proven ability to manage cross‑functional projects and develop clear project plans, documentation, and readiness criteria
• Skilled in using AI tools and staying current with automation trends.
• Deep understanding of IVR systems, web platforms, and mobile platforms.
• Proven experience leading large‑scale enterprise programs without direct people leadership.
• Demonstrated success managing vendors and multi‑million‑dollar technology contracts ($5–7M+).
• Experience delivering seamless, end‑to‑end customer experiences across multiple systems and channels to ensure seamless digital journeys.
• Strong ability to influence senior leaders and cross‑functional teams through expertise and results.
• Ability to analyze data, interpret customer behavior, and translate insights into actionable improvements.
• Ability to travel 25%–50% within the United States and occasionally to other U.S. locations and the Canadian head office; valid passport required.