This role will be directly managing a team of Client Success Managers specializing in Talent Acquisition, Learning & Development, Reporting and Knowledge Management, and may need to add specialty areas depending on business needs.

Collaborate with the Client Success Directors + Global functional team leaders in Talent Acquisition, Learning & Development, Reporting and Operations to align goals, identify needs, establish lessons learned, and implement the wheel of feedback toward improvement opportunities. Identify and eliminate friction from our end-to-end implementation process by providing actionable insights that will drive business optimization and produce an easier client experience. Manage Business Optimization projects and initiatives, tracking status, results, and updates through implementation, leading Client Success team members through process, people, and tool changes. Manage Playbook creation and process through Knowledge Management team members to orchestrate and leverage company capabilities, resources, and assets to achieve Client and Alorica success. Leverage and manage team members to participate and execute Client Success launches flawlessly.
 

QUALIFICATIONS (Education/Experience)

 

Minimum of 5+ years leadership experience in BPO or Consulting industries10+ Years of experience in Project Management and Business Process Optimization.Leadership and Stakeholder management.Bachelors DegreeProven experience in business process optimization, operational efficiency, and continuous improvement.Strong understanding of financial and operational performance metrics.Demonstrated knowledge and deep expertise in project management, program management, and Client successExcellent analytical and problem-solving skills.Ability to influence and drive change across the organization.Strong communication and collaboration skills.Project Management and/or Six Sigma certifications are an advantage.Lead and manage cross-functional teams to execute with confidence, credibility, and competenceExcellent collaboration skills for ensuring stakeholder coordination and executionSelf-starter with excellent organizational and time management skills. Strong team playerHighly self-directed and professionalStrong communication, project management, and presentation skillsStrong analytical and assessment skillsStrong planning and organization skills; ability to think ahead, conceptualize, and planAbility to make decisions, use judgment and intuition to function in a matrixed and dynamic environment; able to handle load and deadline related pressuresDemonstrates tenacity and willingness to go the extra mile for customer satisfaction and serves as a trusted partner