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Sr. Mgr. CX Interactive

Company: ADT
Location: Boca Raton
Posted on: November 19, 2021

Job Description:

***This position can be worked from any ADT location in the US or fully remote*** Company Overview: At ADT, we---ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most.--For more information, visit or follow us on Twitter, LinkedIn, Facebook and Instagram. Job Summary:-- You will play a critical role in the overall strategy of the company, bringing new and innovative ways to communicate to our customers across all product lines.-- You will be an expert in envisioning and building interactive and automated communication solutions to support customer journeys across onboarding, troubleshooting, billing, relocation, upsell and other journeys, with the goal of building loyalty and earning ADT customers for life. -- Duties/Responsibilities:

  • This person will assess and recommend a solution, then partner with Product, UX, IT, Care and Mobile CX to guide the implementation of omnichannel interactive solutions to support all modes of customer communications (think: chat, text, IVR, video).
  • She/He will leverage data to develop scalable, AI-enabled communications that delight customers with accuracy and responsiveness, and are built for continuous improvement.
  • Coordinate with Data Analytics and Customer Communications to develop appropriate proactive campaigns to customers, leading to increased engagement, reduced friction.
  • Assess opportunities for interactive chat channel and build a ---chat roadmap---
  • Envision and create linkages between text-driven chat experiences and live call center support
  • Identify industry-leading IVR experiences and assess existing IVR performance and technical capabilities against industry-leaders
  • Build and execute short-term improvements and long-term roadmap for improved IVR experience; integrate tightly with mobile UX
  • Explore, test, and scale video-enabled support experiences in partnership with Customer Care
    • Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
      • Advocate for changes in other departments--- ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
        • Measure and track delivery ROI on identified opportunities for customer experience along with driving continuous process improvement culture across customer experience
          • Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
            • Performs other duties as assigned. Compensation: The pay--range for this role is $76,400-- --- $109,200 anually--and is based on experience and qualifications. Benefits: Medical, Dental and vision insurance Paid Time Off 401(k) plan with company matching contribution Supplemental Voluntary Benefits Tuition Reimbursement Employee Referral Program Employee Discount Program Required Skills/Abilities/Certification/Competencies:
              • Ability to successfully partner with internal senior stakeholders from various parts of the organization, with varying degrees of technical aptitude, and drive successful outcomes; ability to deliver successful outcomes in a cross-functional environment
              • Experience building scalable, interactive, omnichannel customer experiences to delight customers
              • Experience in a B2C subscription-based business model a plus
              • Ability to absorb and recollect a large amount of detail and provide audience-specific context to drive efficient outcome focused meetings.
              • Superior communications capabilities, particularly related to conveying complex business issues and/or industry trends in a clear, concise, and impactful style
              • Experience interfacing effectively with all levels of management in a work environment in which priorities are frequently shifting.
              • Excellent executive presence, meeting facilitation, problem-solving and business judgment skills
              • Outstanding verbal communication skills
              • Proactive, detail-oriented, and flexible
              • Strong organizational skills, including project management experience
              • Executes with urgency
              • Team player, who is diplomatic, savvy and has a high level of emotional maturity. Education and Experience:
                • Bachelor---s Degree with strong academic performance, MBA preferred
                • 7-10 years of relevant experience in customer experience strategy, product management, or strategy consulting.
                • Experience designing, implementing, and consistently improving chat-based support capabilities for consumer audiences.
                • Proven experience in developing and executing seamless customer journeys while addressing business issues that target executive and board-level audiences. Physical Requirements:
                  • Occasional movement around the office/home office may be necessary
                  • Regular work with computers, including keyboards, mouses, and screens
                  • Regular use of mobile devices, including smartphones and tablets
                  • May need to lift to 40 lbs.-- ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at to learn more.

Keywords: ADT, Boca Raton , Sr. Mgr. CX Interactive, Other , Boca Raton, Florida

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