Sr. IT BRM - Customer Service

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Job description

job summary:

Reporting to the Director of IT Quality, the Sr. IT Business Relationship Manager will be responsible for working closely with Global and Regional Customer Service and Quality business partners to develop and maintain comprehensive business capability and IT road maps for Complaints Systems. Responsible for IT Capital and Expense financial projections, planning, and oversight for Customer Service & Quality systems. Responsible for identifying technology solutions to meet evolving business needs. Eliminate redundant systems and manual operations, while implementing consistent and automated best practices. This role is also responsible for compliance with applicable Corporate and Divisional Policies and procedures. Consulting toward business process owners on tools and solutions based on own area of IT expertise. Closely collaborate with other disciplines like corporate IT, Engineering, and business process owners in the BU. Influence and partner with business leaders (Manager, Director, Executives) to manage and align the process specific IT portfolio.

location: Alameda, California

job type: Permanent

salary: $180,000 - 190,000 per year

work hours: 8am to 4pm

education: Bachelors

responsibilities:

Core Job Responsibilities:

• Provide expert oversight of global medical device customer service and quality systems and roadmaps
• Provide expertise in the design, development, deployment, and maintenance of quality and validated systems
• Ensure data integrity of FDA/regulatory Reporting processes
• Liaise with Global and regional customer service operations, quality, regulatory and IT business functions.
• Responsible for compliance with applicable Corporate and Divisional policies and procedures. Operates with broad goals and objectives. Has direct impact on capital budget, expenses and project completion.
• Ensure compliance (Case Registration, Orders/Fulfilment, Complaint Handling, Regulatory Reporting, change control, etc.), improve quality, and reduce costs by optimizing and integrating quality processes, including management and reporting.
• Facilitate conversations with stakeholders in order to help understand, document, and solve business needs
• Understand, document and explain issues and requirements from both a technical and business point of view
• Collaborate with design and development teams to document business requirements, product plans, workflows, system integrations, risks, and estimates in shared services/managed services setup
• Analyze multifaceted business problems and issues using data from internal and external sources to provide insight to decision makers.
• Conduct analysis using standard practices and tools associated with data gathering and analysis.
• Resolve system defects ensuring acceptable system testing and timely deployments in collaboration with IT and external vendor to help operations conduct business more effectively.
• Establish and maintain communication channels with process owners, key team members and internal stakeholders to support data gathering and analysis.
• Assist with querying data for extraction, building or modifying smart lists and transitioning ad hoc report requirements.
• Maintain system protocols by ensuring business owners are updating policies and procedures in accordance with QMS policies.
• Provide user training and process hand-off for newly released functionality and enhancements.

Strategic Thinking

• Understand people, process and technologies required for advancing customer experience portfolio, enhancing Omni-Channel customer experience, improving agent experience, measuring and monitoring key performance indicators for measuring customer and agent satisfaction, call center operations.
• Building and maintaining expertise on the IT portfolio for the company's Diabetes Care globally. Proactively analyzes business processes; elicits, analyzes, and documents business requirements; identifies alternative solutions, assesses feasibility and makes recommendations typically seeking to exploit and leverage new or existing IT technology components
• Champion change and innovation. Stimulates creativity, innovation and open to new ideas.
• Constant awareness of corporate IT standards, technology trends, evolving regulatory requirements and their applicability to the business process and IT portfolio, and influences the IT stakeholders and partners in addressing these evolutions in the most efficient way.
• Manages collaboration and partnership with Corporate Shared/Managed IT Services including Plan/Build/Run teams.

Minimum Education & Qualification

• Bachelor's degree in Engineering or related field
• 10+ years of Customer Relationship Manager Platform experience
• 10+ years in the management and delivery of Customer Service Solutions/Applications
• 5+ years of Quality Systems/Validation Expertise

qualifications:

• Experience level: Manager
• Minimum 10 years of experience
• Education: Bachelors (required)

skills:

• QMS policies
• FDA
• Omnichannel (1 year of experience is required)
• Customer Relationship (5 years of experience is required)
• Customer Service (5 years of experience is required)
• Quality Systems (2 years of experience is required)
• Call Center (2 years of experience is required)
• Contact Center (1 year of experience is required)

For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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