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

Senior Product Manager, Customer Success Solutions – CRM Platforms

At General Motors, our product teams are redefining mobility. Through a human-ce...

Location

United States , Austin, Texas; Mountain View, California; Warren, Michigan

Salary:

106600.00 - 192700.00 USD / Year

General Motors

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business, Computer Science, Information Systems, or related field (or equivalent practical experience)
7+ years of Product Management experience in large‑scale enterprise software, CRM, or digital platform environments or similar experience in a start-up enterprise
3+ years of hands‑on experience with Salesforce Service Cloud or equivalent (e.g., configuration, case/queue management, omni‑channel)
Strong understanding of contact center solutions (telephony/CTI integration, case management, advisor workflows, knowledge integrations, and digital self‑help journeys)
Demonstrated experience with Agile product delivery and tooling (e.g., Jira/Jira Align/ADO), including roadmap definition, backlog management, and cross‑team execution
Proven ability to use data and analytics to drive prioritization, measure impact, and communicate trade‑offs
Exceptional communication, stakeholder management, and problem‑solving skills, consistent with Level 7 IC expectations (independent execution, broad cross‑functional impact, and support/mentorship of others)

Job Responsibility

Define and evolve the CRM platform vision and strategy using customer insights, operational data, and business priorities
Align CRM platform direction with Global CX strategy, CXP roadmaps, and enterprise digital transformation goals
Anticipate cross‑product dependencies
influence adjacent roadmaps so contact center and self‑help experiences are coherent, scalable, and reusable
Serve as the subject matter expert for the Contact Center Advisor CRM platform (Salesforce Service Cloud and connected systems) for business, CXP, and engineering partners
Partner with Solution Architecture, Engineering, Program Management, and Quality Engineering to ensure the platform is scalable, consistent, and resilient, and that investments balance speed, stability, and technical debt
Define and monitor platform health and performance KPIs / SLIs / SLOs (adoption, throughput, SLAs, latency, error rates) and use them to drive continuous improvement and funding decisions
Engage with Salesforce and peer enterprise teams to assess roadmap items, best practices, and platform patterns that can be leveraged at GM scale
Own intake, prioritization, and backlog for CRM platform features, balancing enterprise transformation goals, regulatory needs, and regional operational requirements
Lead roadmap and release planning with PMO and Engineering, making clear trade‑off and sequencing decisions across brands, regions, and use cases

What we offer

medical
dental
vision
Health Savings Account
Flexible Spending Accounts
retirement savings plan
sickness and accident benefits
life insurance
paid vacation & holidays
tuition assistance programs

Fulltime

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

Techno Functional Consultant - ABS

We are seeking an experienced Sr Consultant – AI Business Solutions with deep ex...

Location

Singapore , Singapore

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

11+ years of experience in technology consulting with deep expertise across Microsoft enterprise platforms
Proven leadership delivering complex Dynamics 365 solutions, including Customer Engagement (Sales, Customer Service, Field Service, Marketing) and/or Finance & Operations, spanning solution architecture, extension, integration, and lifecycle ownership
Demonstrated experience leading Microsoft CCaaS (Contact Center as a Service) transformations, including Dynamics 365 Customer Service, Omnichannel, Digital Messaging, voice integrations, and large-scale contact centre modernisation programs
Deep expertise in identity and access management, including Entra ID (Azure AD), role-based security models, Conditional Access, MFA, and enterprise security patterns
Experience with Conversational AI and GenAI use cases (NLU, dialog design, summarization, knowledge retrieval)
Integration experience using REST APIs, and enterprise connectors
Familiarity with Azure fundamentals and AI services is preferred

Job Responsibility

Lead strategic Dynamics 365, Copilot, and AI-focused engagements, advising clients on best practices for productivity, security, compliance, and AI adoption
Design and deliver end-to-end solutions across the Dynamics 365 CE and Power Platform with a good understanding of the overall Microsoft stack including basic Dynamics 365 Finance and Operations, Azure and Microsoft 365
Build, and implement Microsoft Copilot and Copilot Studio solutions, including: Custom copilots and conversational experiences
Plugin and connector-based integrations
Grounding copilots with enterprise data and knowledge sources
Design and implement Agentic AI solutions, including: Multi-agent architectures and orchestration patterns
Custom AI agents with reasoning, memory, and tool-use capabilities
Integration of agents with business processes and systems
Go deep into hands-on development, including: Extending Copilot and Power Platform with custom APIs, services, and Azure components
Deliver low-code / no-code solutions using Power Platform, including Power Apps, Power Automate, Dataverse, and Power Pages, while ensuring enterprise-grade security and governance

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 Technology Consultant, AI Business Solutions

Microsoft Industry Solutions Delivery is a global organization hosting over 6,00...

Location

Australia , Sydney

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's Degree in Computer Science, Engineering, Finance, Business, or related field AND 6+ years leadership experience in relevant area of business OR equivalent experience
10+ years of experience in technology consulting, solution architecture, or engineering roles with deep expertise across Microsoft enterprise platforms
Proven leadership delivering complex Dynamics 365 solutions, including Customer Engagement (Sales, Customer Service, Field Service, Marketing) and/or Finance & Operations, spanning solution architecture, extension, integration, and lifecycle ownership
Demonstrated experience leading Microsoft CCaaS (Contact Center as a Service) transformations, including Dynamics 365 Customer Service, Omnichannel, Digital Messaging, voice integrations, and large-scale contact centre modernisation programs
Deep expertise in identity and access management, including Entra ID (Azure AD), role-based security models, Conditional Access, MFA, and enterprise security patterns

Job Responsibility

Lead strategic Dynamics 365, Copilot, and AI-focused engagements, advising clients on best practices for productivity, security, compliance, and AI adoption
Design and deliver end-to-end solutions across the Dynamics 365 CE and Power Platform with a good understanding of the overall Microsoft stack including basic Dynamics 365 Finance and Operations, Azure and Microsoft 365
Architect, build, and implement Microsoft Copilot and Copilot Studio solutions, including: Custom copilots and conversational experiences
Plugin and connector-based integrations
Grounding copilots with enterprise data and knowledge sources
Design and implement Agentic AI solutions, including: Multi-agent architectures and orchestration patterns
Custom AI agents with reasoning, memory, and tool-use capabilities
Integration of agents with business processes and systems
Go deep into hands-on development, including: Pro-code AI agent development (e.g., Python, C#, or JavaScript as appropriate)
Extending Copilot and Power Platform with custom APIs, services, and Azure components

Fulltime

Senior Solution Architect - AI Business Solutions

The Microsoft Federal Civilian Business Unit is looking for a Business Applicati...

Location

United States , Reston

Salary:

122500.00 - 214600.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in Computer Science, Information Technology, Engineering, or related field AND 6+ years experience in technology solutions, practice development, architecture, consulting, and/or technology domain (e.g., Security) OR Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field AND 8+ years experience in technology solutions, practice development, architecture, consulting, and/or technology domain (e.g., Security) OR equivalent experience
2+ years managing multiple projects or portfolios
1+ year(s) experience leading blended, multidisciplinary teams
Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions
This role will require access to information that is controlled for export under U.S. export control regulations, potentially under the International Traffic in Arms Regulations or the Export Administration Regulations

Job Responsibility

Serve as a trusted advisor to senior executive stakeholders (e.g., CIO, CTO, CDO, etc.), shaping enterprise-wide Business Applications, AI, and digital transformation strategies aligned to mission priorities and measurable outcomes
Influence enterprise technology direction by translating complex business, customer experience, and operational challenges into cohesive, value-driven architectures across Business Applications, data, and cloud platforms
Provide technical vision and architectural leadership for large-scale, high-impact initiatives spanning Dynamics 365, Power Platform, Copilot Studio, and integrated Azure services
Provide vision and thought leadership on the use of AI and agents, to include development, deployment and governance considerations
Define and govern end-to-end enterprise architectures that are secure, compliant, scalable, and resilient, leveraging Microsoft reference architectures, Cloud Adoption Framework (CAF), Well-Architected Framework (WAF), and industry best practices
Lead architecture design workshops and executive technical briefings to align stakeholders on target-state architectures, roadmaps, and investment priorities
Lead modernization of customer engagement and service experiences, including Contact Center transformation using Dynamics 365 Customer Service, Omnichannel, Power Platform, Copilot, and AI-driven agents
Architect integrated solutions that connect front-office customer interactions with back-office business processes, analytics, and automation to improve customer satisfaction, operational efficiency, and workforce productivity
Guide customers in adopting AI-powered agents, copilots, and workflow automation at scale, with an emphasis on governance, security, and sustainable value realization
Drive long-term customer success by ensuring architectures enable adoption, usage growth, operational excellence, and solution longevity

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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