Customer Care Implementation Manager

Job Description

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Reporting to the Customer Care Implementation Leader, the Customer Care Implementation Manager has accountability for implementing Customer Care (CC) services for clients and supporting customer care operational projects. Project scope may include new client implementations, new service implementations for existing clients, conversions, upgrades, re-implementations as well as identified complex implementation projects. In addition to client projects, this role contributes to implementation and domain initiatives as needed. Additionally, the CC implementation manager has experience implementing global concurrent domains/services (new or existing clients), more than one type of implementation project scope (reimplementation, new client, new service, etc.) or high complexity client projects.

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Role Description

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Main Accountabilities

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• Attends client meetings, reviews and participates in client discovery conversations, and participates in handoff from sales to manage and set strategy and timelines for all CC aspects for each project
• Serves as a Customer Care lead and is the point of contact for all CC related activity during implementation
• Accountable for all aspects of CC Implementation, including Requirements, staffing, training, knowledge content development, tool development, and supporting operational teams through stabilization.
• Responsible for assessing / monitoring risk, performing risk management and mitigation plans for each project as needed, and escalating issues accordingly
• Responsible for creating and managing to an approved budget for Customer Care within each project, including weekly and/or monthly financial variance analysis and reporting to team

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Key Responsibilities

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Consulting

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• Leading CC Requirements meetings with clients, including managing resolution of open issues and ensuring client signoff by established deadline
• Consulting the client and the integrated team towards client scope of services and CC domain best practices
• Articulating, disseminating, and continuously improving domain knowledge; products and services technology functionality/techniques
• Serve as CC Best Practices SME and providing CC domain expertise with Clients, Third Parties, Shared Services, and the integrated client leadership team
• Drives key business initiatives to promote operational and client success within the business

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Execution

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• Partners with external and/or internal business partners to achieve tactical milestones and implement CC infrastructure for the project
• Leads cross-functional CC status meetings with key internal business partners and work package owners
• Integrates implementation and ongoing team members to promote accurate and informed decisions for operational delivery based on overall progress during the implementation
• Coordinates and finalizes tasks on CC critical path
• Understand and educate on impacts to the customer experience while delivering project on time, with quality and on budget

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Partnership

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• Executes transition plans to ensure seamless stabilization of client support after project live dates
• Coordinates operational support and preparation for project live dates, in addition to coaching ongoing managers on execution of live day support plan
• Communicates impact analysis and metrics through Pre‑live and post‑live day reporting with extended leadership

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Formal Education and Certification

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• Bachelor’s degree or equivalent work experience required

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Knowledge And Experience

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• CC domain experience
• Ability to oversee concurrent or high complexity projects
• Strong client consulting skills
• Strong Project Management background and experience
• Demonstrate subject matter expertise in multiple service domains, in addition to CC domain
• Demonstrate expertise with CC delivery model and domain best practices
• Understand basic regulatory and legislative laws
• Proven problem solving and decision-making skills
• Highly self-motivated and directed with the ability to exercise independent judgment and act
• Excellent listening, interpersonal, written, and oral communication skills
• Ability to manage multiple projects, priorities, and deliverables at the same time without compromising quality
• Knowledge of PMI methodology
• Strong knowledge of Microsoft Excel, Microsoft Word, Microsoft PowerPoint

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Work Conditions

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• Depending on project phase, occasional evening and weekend work to meet deadlines
• Frequent computer use at workstations up to two hours at a time or for extended periods of time

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Flexible Working

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So that you can be your best at work and home, we consider flexible working arrangements wherever possible.

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At Strada, Our Values Guide Everything We Do

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•  Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
•  Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
•  Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
•  Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
•  Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

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Benefits

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At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

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All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.

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Our commitment to Diversity and Inclusion

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Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

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Equal Employment Opportunity Statement

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Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

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Authorization to work in the Employing Country

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To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

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Please note: This job description does not limit Strada’s right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.

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We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

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Salary Pay Range

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Minimum - Maximum

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$80,150.00 - $148,850.00

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Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

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Disclaimer

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Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

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Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.