Tools Administration Lead

📋 Description

• Lead programs for Quality and CIP (Salesforce, Qualtrics), incl upgrades.
• Define scope, objectives, processes, and deliverables for CX initiatives.
• Develop project plans, timelines, and resource allocations for CX initiatives.
• Facilitate agile ceremonies for Quality and CIP initiatives.
• Collaborate with CX Ops, Planning, Scheduling, Tech, Quality, Analytics to gather requirements.
• Drive continuous improvement; use data to guide decisions; train teams.

🎯 Requirements

• 7-10+ years in program mgmt, planning, tools admin, with WFM in contact centers.
• Deep understanding of contact center ops, Quality, surveys, routing.
• PM experience managing Quality/survey tooling projects and upgrades.
• Strong PM skills: planning, execution, risk mgmt, stakeholder comms.
• Experience in agile/scrum; apply Agile to CX projects.
• Proficiency in Jira, Asana, NotionAI; Salesforce/Qualtrics a plus.

🎁 Benefits

• Cash compensation from $94,285 to $149,104 per year.
• Hybrid work with 2-3 office days/week in Denver/SF/NY.
• Offices in Denver, SF, and New York City.