Summary
The Business Applications Excellence Manager oversees technology systems and operational excellence for the Cartier North America Client Relations Center. This role coordinates system support, enhancements, testing, and training while using data and insights to improve advisor efficiency and client service.
Responsibilities
- Coordinate technology support, implementations, system enhancements, and roadmap planning across cross-functional teams.
- Manage user acceptance testing, feature validation, system audits, and operational readiness for system changes.
- Translate technical updates into workflow, training, capacity, and KPI impacts for Client Relations Center teams.
- Create and validate dashboards, analyze contact center performance, identify trends and risks, and share insights with leaders.
- Partner with international, local IT, Operations, Quality, Workforce Management, and Training teams to improve systems and processes.
Requirements
- At least 3 years of business operations experience in two or more relevant areas, including Salesforce support, project or ticket management, system feedback, or business requirements.
- Experience with retail, customer experience, or omnichannel client relations operations.
- Knowledge of CRM, telephony, case management, and contact center analytics and metrics.
- Experience supporting UAT and feature validation, with strong data analysis and visualization skills using tools such as Excel, Power BI, or Looker.
- Strong communication, organization, influencing, and stakeholder management skills; people leadership experience is preferred.
- A degree in Information Systems, Computer Science, Business Administration, or a related field is preferred.
