FAQs
What is the primary responsibility of the Workflow and Tooling Manager position?
The primary responsibility is to drive the execution of programs, processes, and internal tooling and product enhancements to improve the experience for viewers and support staff.
What qualifications are required for this role?
A Bachelor’s degree or 5 years of equivalent experience, program or project management experience, and project management experience in a contact center environment are required.
Is experience with Salesforce Service Cloud necessary for this position?
While specific experience with Salesforce Service Cloud is not explicitly stated, familiarity with various internal products, including it, is important for optimizing assisted support.
What kind of communication skills are expected?
Strong verbal and written communication skills are essential, as well as the ability to convey information to stakeholders at all organizational levels.
Are there any preferred qualifications for applicants?
Yes, nice-to-haves include experience with international Business Process Outsourcers, Scrum and/or Agile certification, Airtable management knowledge, and product management experience.
Will there be opportunities for travel in this role?
Yes, the position requires the ability to travel within the US and globally as needed by the business.
What is the salary range for this position?
The hiring range for this remote position is $81,700.00 to $109,500.00 per year, depending on various factors such as geographic region and job-related skills.
Does the role require collaboration with external partners?
Yes, the role involves collaborating with multiple software vendors and internal product partners to implement new tools and features successfully.
Will I be involved in product management methodologies in this role?
Yes, engaging in product management methodologies, such as writing user stories and managing backlogs, is part of the job responsibilities.
Is there a focus on continuous improvement within the Viewer Experience team?
Yes, the role emphasizes developing, analyzing, and improving operational strategies and procedures for continuous efficiency gains across multiple geographies.