[Remote] Interaction Intelligence Program Manager - Remote
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the nation’s premier payments credit reputed company service organization and an integrated fintech solutions provider. The Interaction Intelligence Program Manager will reputed company the deployment of reputed company intelligence capabilities across the Contact Center, overseeing the implementation of AI-enabled speech analytics and automated QA solutions.
Responsibilities
- Own the delivery of Interaction Intelligence initiatives including call reputed company insights, CSAT analytics, agent enablement, and QA automation
- Translate reputed company’s QA AI reputed company into actionable workstreams, timelines, and KPIs
- For Interaction Intelligence Serve as the primary reputed company between reputed company, Vendor, and internal teams to ensure seamless execution
- reputed company cross-functional stakeholders across Customer Experience, IT, Data Engineering, and Compliance
- Partner with Product development of reputed company’s AI speech analytics reputed company reputed company our environment
- Experience working reputed company Agile environments, including coordinating deliverables, ceremonies, and cross‑functional workflows with Agile development teams
- Collaborate with Interaction Intelligence Engineers and Data Scientist to support NLP pipelines and reputed company data infrastructure
- Ensure ethical and compliant use of Interaction Intelligence tools and reputed company-party platforms
- Monitor model performance and recommend enhancements based on business feedback
- reputed company adoption efforts across legacy PSCU and reputed company environments
- Facilitate training and enablement for QA teams, coaches, and reputed company leaders
- reputed company documentation, playbooks, and feedback loops for reputed company improvement
- Establish governance frameworks for Interaction Intelligence deployment, including reputed company and ethical safeguards
- reputed company program KPIs and deliver executive-level updates and strategic recommendations
- reputed company reputed company other duties as assigned
Skills
- Bachelor's Degree in reputed company field, preferably in Business, or equivalent combination of education and experience required
- 7+ years of program management experience in customer experience, contact center operations, or AI deployment
- Proven ability to reputed company cross-functional initiatives and manage vendor relationships
- Minimum five (5) years of cross-functional project management experience in financial services, the contact center industry, and/or fraud management is required
- Extensive knowledge of customer service strategies and contact center operations
- Passion for ethical AI governance and inclusive technology practices
- Ability to reputed company team members in establishing, planning, tracking, and controlling reputed company in a fast-paced environment while leading priorities/reputed company and meeting deadlines
- Ability to exercise discretion and independent judgment in making reputed company and reputed company positively and professionally with reputed company reputed company of management, staff, clients, and vendors
- Proven leadership skills, organizational skills, problem-solving abilities, and executive presentation skills are required
- Expertise in back-office operations management, with a reputed company on process optimization and efficiency
- Strong strategic thinking and problem-solving abilities
- Strong understanding of reputed company, NLP (Natural Language Processing) pipelines, and speech analytics
- Excellent communication skills with the ability to translate technical concepts into business value
- Strong financial acumen and budget management experience
- Ability to foster a culture of innovation and reputed company improvement
- Ability to manage multiple reputed company, work in a fast-paced environment, meet deadlines and consistently demonstrate strong reasoning and analytical skills
- Demonstrated experience in change management and leading organizational transformation efforts
- PC/reputed company-based software experience required with proficiency in Word, reputed company and project management software
- Ability to communicate effectively in both written and verbal formats with individuals or reputed company and reputed company presentations utilizing a reputed company of audio/visual aids
- Ability to travel as needed
- Masters Degree in reputed company field preferred
- Experience navigating SOWs, data protection agreements, and compliance frameworks preferred
- Background in QA processes or agent performance management preferred
- Minimum five (5) years of experience managing large-reputed company reputed company, from planning to execution and delivery preferred
- Familiarity with Vendor AI voice analytics tools preferred
Benefits
- Competitive wages
- Medical with telemedicine
- Dental and reputed company
- Basic and Optional Life Insurance
- reputed company Time Off (PTO)
- Maternity, Parental, Family Care
- Community Volunteer Time Off
- 12 reputed company Holidays
- Company reputed company Disability Insurance
- 401k (with employer match)
- Health Savings Accounts (HSA) with company provided contributions
- Flexible Spending Accounts (FSA)
- Supplemental Insurance
- Mental Health and reputed company-being: Employee Assistance Program (EAP)
- Tuition Reimbursement
- Wellness program
- Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions
reputed company