Manager, Contact Center Transformation and Quality Job at Citi (Kowloon City)

Vp of Customer Strategy

The VP, Customer Strategy at Cresta is a senior executive leadership role respon...

Location

United States

Salary:

Not provided

Cresta

Expiration Date

Until further notice

Requirements

15+ years of experience leading contact center, customer experience, digital transformation or AI working for a global F500 B2C company
Alternatively, 15+ years in strategic, customer-facing roles within SaaS, enterprise technology, management consulting, or professional services
Demonstrated experience leading and scaling high-performing teams in a customer strategy, consulting, or post-sales leadership role
Proven ability to operate as a trusted advisor to C-suite executives and senior enterprise stakeholders
Deep expertise in business value creation, value realization, change management, and enterprise transformation
Strong understanding of how enterprise organizations are adopting and operationalizing Generative AI solutions
Extensive experience with large-scale enterprise software implementations and complex, multi-stakeholder programs
Exceptional executive communication, analytical, and problem-solving skills, with a strong orientation toward measurable outcomes
Ability to influence across functions and levels without direct authority and drive alignment in complex organizations

Job Responsibility

Define and own Cresta’s Customer Strategy vision and engagement model for enterprise and strategic accounts
Serve as an executive sponsor and trusted advisor to C-suite stakeholders at Cresta’s largest customers, influencing enterprise-level decisions and long-term transformation roadmaps
Partner with Cresta executive leadership to align customer strategy with company priorities, growth goals, and product direction
Guide customers through AI-driven contact center, customer experience and enterprise transformations, aligning Cresta’s solutions to executive goals such as cost efficiency, revenue growth, compliance, and customer experience
Build, lead, and scale a team of Customer Strategy Directors, setting clear expectations, success metrics, and career development paths
Coach and mentor leaders on strategic account planning, executive presence, value articulation, and complex stakeholder management
Establish best practices, frameworks, and operating rhythms to ensure consistent, high-quality strategic engagements across accounts
Act as a multiplier by elevating the strategic and consultative capabilities of post-sales and go-to-market teams
Own the strategic positioning and evolution of Cresta’s professional services offerings in partnership with Services and Sales leadership
Provide executive oversight for scoping, resourcing, and deployment strategies for large, complex enterprise implementations

What we offer

Comprehensive medical, dental, and vision coverage with plans to fit you and your family
Flexible PTO to take the time you need, when you need it
Paid parental leave for all new parents welcoming a new child
Retirement savings plan to help you plan for the future
Remote work setup budget to help you create a productive home office
Monthly wellness and communication stipend to keep you connected and balanced
In-office meal program and commuter benefits provided for onsite employees

Director, Customer Service Operations

As the Director, Customer Experience for our Luxury Brands, you will manage and ...

Location

United States , Deerfield

Salary:

130000.00 - 190000.00 USD / Year

Therma-Tru

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business, Communications, Supply Chain, or related field OR High School diploma with 15+ years requisite experience
10+ years of leadership in customer service, contact centers, or luxury service environments
Experience leading remote/hybrid teams and large, high-touch operations
Knowledge of B2B customer service, order fulfillment, and supply chain workflows
Proficient with CRM, EDI, and contact center platforms
Strong analytical, communication, and cross-functional collaboration skills
Willingness to travel and work flex hours as needed

Job Responsibility

Manage and guide all aspects of customer and consumer service delivery for our luxury brand portfolio
Manage a dispersed team of 165+ associates, including 4–8 direct reports, with teams located in the U.S. and Mexico
Foster development and succession planning while promoting an inclusive and engaged service culture
Oversee consumer service (product, warranty, and technical support) and customer service (B2B order entry and fulfillment), ensuring quality and consistency across channels
Maintain strong collaboration with supply chain and distribution operations to optimize order fulfillment and reduce service friction
Monitor KPIs, SLAs, and productivity benchmarks to drive continuous improvement in a fast-paced environment
Build and maintain a luxury-first service mindset that reflects brand expectations across high-touch interactions
Implement service improvements using customer feedback, data insights, and operational trends
Leverage technology, AI, CRM, EDI, and contact center tools to transform workflows, improve efficiency, and enhance user experience
Identify and implement scalable, future-ready solutions that align with evolving customer needs and business strategies

What we offer

Annual bonus plan based on company and individual performance, or a role-based sales incentive plan
Robust health plans
Market-leading 401(k) program with a company contribution
Product discounts
Flexible time off benefits (including half-day summer Fridays per policy)
Inclusive fertility / adoption benefits
Employee Resource Groups

Fulltime

Enterprise Architect Specialist

The Specialist Enterprise Architect (EA) is the Senior Technical Leadership role...

Location

Hungary , Budapest

Salary:

Not provided

Plusnet

Expiration Date

Until further notice

Requirements

Solution Leadership
Excellent understanding of technologies and technology trends like SDN, Cloud, UC and Contact Centers
Excellent understanding of BT’s portfolio and Operating model
Executive Customer Relationship Management (to C level)
Virtual Team/Matrix Leadership (up to 50 people)
Business and commercial acumen
Transformational and Fiscal Management
Experience as a solution lead on major accounts with revenue of > 25M
Experience as a solution lead driving opportunity development and qualification on major accounts or prospects
Experience managing financial targets (Sales and cost)

Job Responsibility

Be part of the Client leadership team and align personal goals with the account targets
Maintain a 3+ year solution roadmap co-created with the customers key decision makers and stakeholders
Accountable for successful technical delivery of all account activity with a specific focus on time, cost and quality
Provide leadership to the operational teams in moments of major customer jeopardy
Ensure technical risks and issues that could impact the service are owned by the appropriate players
Create, own and execute regular governance forums
May lead a sub-vertical and support the wider team in developing opportunities
Generate revenue, ICV, ICGM as directed in goals/objectives through customer sales
Direct the Service community resolve service issues with technical advice as necessary
Role model the C&SD culture and ways of working

What we offer

Cafeteria package - HUF 600,000/ year
Performance-based bonus
Comprehensive private health care package for all the employees, which can be extended to family members
Nursery support for mothers returning from maternity
Extended paternity leave: 10+10 day fully paid days
Commuting allowance
Home office allowance
Employee discount opportunities
Highly affordable mobile packages for the family as well
New high-class offices both in Budapest and Debrecen

Fulltime

Head of Inside Sales

At myPOS, the Head of Inside Sales oversees the inside sales/sales support teams...

Location

Bulgaria , Sofia

Salary:

Not provided

myPOS

Expiration Date

Until further notice

Requirements

5+ years of experience leading telesales or inside sales teams, with a track record of improving sales performance and achieving targets
Previous experience with sales transformation projects would be considered a strong advantage
Strong understanding of telesales/inside sales techniques, call quality frameworks, CRM workflows, and high-volume call operations
Experience with dialer systems, call analytics, or sales enablement tools
Background in structured B2C or B2B sales environments
Strong analytical, reporting, and data interpretation skills
Results-driven leadership style with strong communication, coaching, and team development capabilities
Process-oriented mindset with high operational discipline and attention to detail
Effective collaborator able to work cross-functionally
Bachelor’s degree in business, Sales, Management, or a related field

Job Responsibility

Build a centralized, multi-lingual Inside sales team, develop and implement inside sales strategies aligned with sales targets
Full P&L ownership of end-to-end results of inside sales activity
Define KPIs, performance expectations, and productivity benchmarks
Lead forecasting, pipeline visibility, and structured performance reviews
Oversee day-to-day inside sales operations to ensure consistent call quality and process adherence
Manage inbound/outbound calling workflows, follow-up routines, and CRM-driven activities
Implement standardized scripts, call flows, and quality frameworks
Drive operational improvements to enhance sales efficiency and customer experience
Key point of contact and owner of external call center partners
Manage inside sales and sales support activities, including lead follow-up (post-inbound), quote preparation, and supporting the sales cycle

What we offer

Annual salary reviews, promotions and performance bonuses
myPOS Academy for upskilling and training
Unlimited access to courses on LinkedIn Learning
Annual individual training and development budget
Refer a friend bonus as we know that working with friends is fun
Teambuilding, social activities and networks on a multi-national level
Excellent compensation package
25 days annual paid leave (+1 day per year up to 30)
Full “Luxury” package health insurance including dental care and optical glasses
Meal vouchers of 200 BGN per month

Fulltime

Principal Atlassian Consultant

Join Us as Our Principal Atlassian Consultant. We’re seeking an accomplished Pri...

Location

United States of America

Salary:

Not provided

Modus Create

Expiration Date

Until further notice

Requirements

7+ years of consulting or enterprise Atlassian administration experience
Extensive hands-on experience configuring and administering Jira, Confluence, and JSM in complex, multi-project environments
Proven success in leading migrations, process transformations, or enterprise implementations
Strong organizational skills and ability to manage multiple parallel engagements
Exceptional written, verbal, and virtual facilitation skills
Atlassian Certifications (ACP-120, ACP-620, ACP-420, etc.) strongly preferred
Deep, hands-on expertise with Jira Software, Jira Service Management, Confluence, and Atlassian Marketplace apps
Experience implementing Enterprise Service Management (ESM) use cases — including Incident, Problem, and Change Management processes — integrated with alerting, monitoring, and ITOM tools (e.g., PagerDuty, Opsgenie, ServiceNow, Datadog, Splunk)
Skilled in Atlassian Cloud Enterprise, Atlassian Guard, and Atlassian Intelligence (AI) capabilities, including automation, predictive analytics, and Rovo agent integration
Ability to advise clients on tool rationalization and modernization across the Teamwork, Strategy, and Service Management Collections

Job Responsibility

Lead Strategic Engagements: Own end-to-end delivery for Atlassian consulting projects — from discovery through post-implementation stabilization
Facilitate customer discovery workshops to define business outcomes, tool architecture, and process alignment
Oversee multiple concurrent work streams, delegate effectively to junior consultants, and act as the Delivery Lead / Project Manager for enterprise engagements
Create client enablement materials (Confluence playbooks, video tutorials, live training) to drive long-term adoption and success
Client Engagement & Leadership: Serve as the primary client contact, managing expectations, communications, and measurable outcomes
Support presales and proposal development by contributing technical insight and delivery strategy
Coach, mentor, and elevate less senior consultants
foster knowledge sharing within Modus’s Atlassian practice
Represent Modus Create as a thought leader through webinars, conferences, or community contributions

What we offer

Remote work with flexible working hours
Modus Global Office Program: on-demand access to private offices, meeting rooms, co-working spaces and business lounges in locations in over 120 countries
Employee Referral Program
Client Referral Program
Travel according to client or team needs
The chance to work side-by-side with thought leaders in emerging tech
Access to more than 12,000 courses with a licensed Coursera account
Possibility to obtain paid certification/courses if they align with company goals and are relevant to the employee's role

Fulltime

Technical Operations Manager

The Technical Operations Manager is an entry level management role, responsible ...

Location

South Africa , East London

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Bachelor’s degree or equivalent degree in Information Technology or Computing or related field
ITIL certification is desirable
Demonstrated experience in Network, Collaboration/Customer experience, Cloud, Security, Data Center is advantageous
Demonstrated experience in coaching and mentoring engineering team(s) gained within an information technology services organization
3-5 years experince in a Managment role
Demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements)
Demonstrated experience in organizational change management (transformational experience)
Relevant demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center
Good organizational and team management skills
Good communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients

Job Responsibility

Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature
Leading and Managing large teams within a complex, fast paced environment
Ability to effectively manage and resolve conflicts, to support team cohesion and operational stability
Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA
Provides support to all escalated incidents
Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers
Acts as emergency support contact as needed, for critical client and business-impacting issues
Ensures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
Timely escalation of all tickets to management with ensuing updates, where applicable
Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks

Fulltime

Principal Atlassian Consultant

We’re seeking an accomplished Principal Atlassian Consultant to join our Atlassi...

Location

United States of America

Salary:

Not provided

Modus Create

Expiration Date

Until further notice

Requirements

7+ years of consulting or enterprise Atlassian administration experience
Extensive hands-on experience configuring and administering Jira, Confluence, and JSM in complex, multi-project environments
Proven success in leading migrations, process transformations, or enterprise implementations
Strong organizational skills and ability to manage multiple parallel engagements
Exceptional written, verbal, and virtual facilitation skills
Atlassian Certifications (ACP-120, ACP-620, ACP-420, etc.) strongly preferred

Job Responsibility

Lead Strategic Engagements: Own end-to-end delivery for Atlassian consulting projects — from discovery through post-implementation stabilization
Facilitate customer discovery workshops to define business outcomes, tool architecture, and process alignment
Oversee multiple concurrent work streams, delegate effectively to junior consultants, and act as the Delivery Lead / Project Manager for enterprise engagements
Create client enablement materials (Confluence playbooks, video tutorials, live training) to drive long-term adoption and success
Atlassian Product Mastery: Deep, hands-on expertise with Jira Software, Jira Service Management, Confluence, and Atlassian Marketplace apps
Experience implementing Enterprise Service Management (ESM) use cases — including Incident, Problem, and Change Management processes — integrated with alerting, monitoring, and ITOM tools (e.g., PagerDuty, Opsgenie, ServiceNow, Datadog, Splunk)
Skilled in Atlassian Cloud Enterprise, Atlassian Guard, and Atlassian Intelligence (AI) capabilities, including automation, predictive analytics, and Rovo agent integration
Ability to advise clients on tool rationalization and modernization across the Teamwork, Strategy, and Service Management Collections
Cloud Migrations & Platform Architecture: Proven experience leading Atlassian Data Center → Cloud migrations, including app assessments, data cleanup, migration planning, and post-cutover optimization
Understanding of Cloud architecture, data residency, and governance best practices

What we offer

Remote work with flexible working hours
Modus Global Office Program: on-demand access to private offices, meeting rooms, co-working spaces and business lounges in locations in over 120 countries
Employee Referral Program
Client Referral Program
Travel according to client or team needs
The chance to work side-by-side with thought leaders in emerging tech
Access to more than 12,000 courses with a licensed Coursera account
Possibility to obtain paid certification/courses if they align with company goals and are relevant to the employee's role

Fulltime

New

Director – Global Digital Strategy & Capabilities, International

This is a pivotal opportunity to join BioMarin's Global Digital Strategy and Ope...

Location

United States

Salary:

179500.00 - 246840.00 USD / Year

BioMarin Pharmaceutical

Expiration Date

Until further notice

Requirements

Minimum 7-10 years of pharmaceutical, biotech or medical device industry experience in multichannel/omnichannel marketing, strategy, campaign planning, and campaign execution
Proven experience enabling and scaling omnichannel programs and digital capabilities across therapeutic areas, with measurable impact on commercial performance
Experience partnering cross-functionally to design and operationalize cross-functional omnichannel engagement strategies
Proven experience managing and driving accountability with multiple agencies of record to develop and execute omnichannel strategies and tactics
Strong sense of accountability and demonstrated ability to work collaboratively in a dynamic environment, flexible and adaptable to a changing environment
Experience with CRM, Marketing Automation and Marketing Mix Modeling capabilities preferred
Strong change management skills, with experience leading organizational transformation, driving adoption, and navigating matrixed environments
Highly organized and results-oriented, with the ability to manage competing priorities, influence cross-functional stakeholders, and drive strategic alignment
Self-starter with a collaborative mindset, elevated level of accountability, and a solution-oriented approach to challenges
Proven track record developing and executing omnichannel marketing campaigns to achieve superior results, demonstrating data-driven strategic thinking, experimentation, customer and patient centricity, and operational excellence

Job Responsibility

Define and lead the long-term International Business Unit digital roadmap aligned to brand objectives, brand priorities, and evolving customer journeys
Be a trusted and respected partner across the International teams, providing guidance on digital strategy, implementation & measurement, adding value to both strategic and tactical brand planning
Translate marketing strategy and content insights into omnichannel engagement plans across paid, owned, and earned channels—websites, SEO/SEM, CRM, email, social, and digital field tools
Serve as the global digital subject matter expert and key point of contact within the International BU across internal and external stakeholders
Lead customer and patient-centric omnichannel planning, customer journey design, and measurement frameworks, integrated into the yearly brand planning process
Integrate digital insights and data to define omnichannel customer segmentation, targeting, channel selection and customer journey development and campaign orchestration activities aligned to business objectives
Partner closely with Brand/Marketing, Sales, Analytics and Digital Operations to integrate digital strategy into business execution
Manage media spend, AOR and media partner relationships, define and manage ways of working between BioMarin and agencies + media partners
Embed standards and industry best practices in digital initiatives and customer journey management
Embed key core global digital capabilities & best practices for the International roadmap, including CRM, CMS, CDP, marketing automation, Customer 360, Marketing Mix Modeling (MMX) and digital governance frameworks

What we offer

company-sponsored medical, dental, vision, and life insurance plans
paid time off
discretionary annual bonus
discretionary stock-based long-term incentives

Fulltime

Manager, Contact Center Transformation and Quality

Citi

Location:
Hong Kong , Kowloon City

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
November 18, 2025

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