▶ Who we are

With more than 13,000 stores in the U.S. and 84,000 stores globally, it is no wonder 7-Eleven, Inc. has been named an iconic brand. In addition to 7-Eleven stores, 7-Eleven, Inc. also operates and franchises Speedway, Stripes, Laredo Taco Company and Raise the Roost locations.

Since inventing the convenience industry in 1927, 7-Eleven has built a rich 96-year history filled with beloved products like Slurpee, Big Gulp and Big Bite, and fan-favorite holidays like Slurpee Day and Bring Your Own Cup Day.

Now, 7-Eleven is on a mission to contemporize the brand and redefine convenience – and we need your help.

▶ How we lead

At 7-Eleven we are guided by our Leadership Principles.

Be Customer Obsessed Be Courageous with Your Point of ViewChallenge the Status QuoAct Like an EntrepreneurHave an “It Can Be Done” AttitudeDo the Right Thing Be Accountable

Each principle has a defined set of behaviors which help guide the 7-Eleven team to Serve Customers and Support Stores.

▶ About This Opportunity

The Manager, Voice Services is responsible for overall voice system management for the enterprise operating within IT Network and Telecommunications Services. This role is responsible for delivery of voice systems for stores, corporate & regional offices. In addition, this position is responsible for project management for large initiatives, hardware and software maintenance renewals and budget, training and consultation, and recommendations for development of resources. Supervising a team of Information Technology Services (ITS) professionals and support staff; develops policies, programs and procedures as they relate to voice technologies; ensures compliance with enterprise policies, procedures, standards and goals.

Responsibilities:

Lead Telecom/Voice team in analysis of store applications to deliver architecture, management, and support capabilitiesOversee the development, implementation, and optimization of voice-related technologiesStay abreast of advancements in voice recognition systems and related technologiesLead voice-related projects from conceptualization to execution, ensuring seamless integration with existing systemsCollaborate with cross-functional teams, including developers, designers, and product managers, to achieve project objectivesEnsure high-quality voice recognition systems, addressing issues related to accuracy, responsiveness, and user experienceUnderstands retail operations being supported; works with the business areas for preparation of business plans, strategic direction, and resolution of retail issuesDevelops specifications for new systems and/or enhancements to existing systemsProposes changes in operations and/or established systems to enhance controls or improve efficiencies through better use of technologyKeeps abreast of the latest technology and trends within the IT industry and within the business units being supportedDevelop and maintain an End-of-Life roadmap for all retail hardware and software supported, organize upgrade strategies, and execute on the plan for over 20,000 endpointsResponsible for evaluating and implementing enterprise solutions for global corporate and retail locationsImplement and monitor quality assurance processes to maintain optimal system performanceOther duties as assigned

Requirements and Experience:

Strong diagnostic and critical thinking skillsActive listening and analysis to identify issues or problemsResearch and creativity to identify a solution to the issue or problemAbility to communicate resolutions in a simple, easy to understand mannerMust be able to clearly communicate instructions and current tasksMust be able to describe technical items to non-technical usersAbility to help a team member or customer real-time while performing other tasksPassionate about customer supportand leadership  Attention to detail – good organizational and time management skillsExperience with Twilio, 3CLogic, and other UCaaS systemsExperience supporting Contact Centers with excess of 1000 usersUniversity degree in Information Technology or related field preferred3+ years professional IT management experience5+ years of experience working with telecommunications/voice technologies like VoIP, Contact Center solutions call routing and scripting, MPLS, mobile and wireline internet services.