Insight Global is looking for a Business Transformation Manager to sit remote, for one of our top clients based in the Santa Clara, CA area. The client is a leader in the cyber security industry and this role is for the Customer Support organization. The ideal candidate will be passionate about customer support operations and managing change. You will be expected to work cross-functionally to scope, define, design, and improve processes and tools to all subject matter areas within Customer Support. You are comfortable working with both highly technical and non-technical disciplines to ensure that business inputs and requirements are transformed into appropriate outputs and results.
Responsibilities
* Manage and communicate with senior stakeholders, act as the connective tissue of a large cross-functional team, working to share knowledge and drive towards a common goal.
* Collaborates and influences IT/engineering teams and other cross-functional systems teams during process and technical design to optimize stakeholder/end user experience and support implementation of business solutions.
* Lead the process design of the current state, capture pain points, define future state, and business requirements (BRD)/user stories for new Customer Support capabilities as well as enhancements.
* Support Business Architects and operations teams in solution testing including identifying the test use cases, execution of testing, and bug resolution/review
* Evaluate information gathered from multiple sources, identify gaps, reconcile conflicts, decompose high-level information into details and drive decision-making
* Work with Business stakeholders and supporting teams to assess business requests, evaluating their potential effectiveness
* Drive cross-functional discussions with Business stakeholders to define new capabilities, requirements, and USE cases
* Must have knowledge of Support and Services business processes and a desire to help! build the infrastructure to enable an Enterprise Class service and support organization.
* Coordinate project delivery by participating in design reviews and walk-throughs to communicate business requirements and validate proposed solutions
* Proactively identifies dependencies between teams and ensures all plans align on delivery criteria
* Support Change Management activities, communication planning, and feedback loop efforts pre-and-post project deployments
* Understand the project life-cycle and Agile implementation methodologies
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
3+ years experience in enterprise support and service delivery preferred
Proven track record of managing and delivering successful enterprise-wide, business transformation, and multi-disciplinary change initiatives (with a focus within the Support organization)
Excellent business communications and presentation skills, interpersonal and partnership skills at all levels of the organization, including working with leaders and executives
Experience with SFDC CRM and Contact Center Solutions.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.