SC Works IT Jobs

Job Information

Verint Systems, Inc. Manager, Conversation Experience in Columbia, South Carolina

Manager, Conversation Experience

Location US-Remote (United States)

Job ID 15909

At Verint, we believe customer engagement is the heartbeat of global brands, and our mission is to help organizations discover possibilities barely imagined a few years ago by connecting work, data, and experiences across the enterprise. We’re looking for innovators with the passion, creativity, and drive to help us tackle new challenges and deliver real results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team provides a collaborative environment that openly celebrates differences and affords personal and professional growth opportunities.

Overview of Job Function:

Customer success is critical to Verint and the Intelligent Self-Service Business Unit. The Manager,Conversation Experienceis responsible for leading, mentoring, and overseeing the functional and operational growth of the department. The Manager leads through influence and enables Data Analysts to analyze and design complex natural language models (NLM) for large global companies looking to deploy conversational AI to exceed employee and consumer expectations. TheConversation ExperienceManager is responsible for coordinating, planning, executing, and directing Center of Excellence (COE) initiatives in support of company operations. The role is also responsible for the morale, training, and individual growth of team members in their career at Verint.

Principal Duties and Essential Responsibilities:

  • Lead and influence a company culture that emphasizes customer success, quality, continuous improvement, key employee development, and high performance.

  • Coach, mentor, and develop people, including overseeing new employee onboarding and providing career development planning and opportunities.

  • Lead employees to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishment.

  • Work with Data Analysts to review and provide feedback on the analysis and design of our natural language models to ensure quality.

  • Provide direction and coaching as Data Analysts navigate customer interactions, tight deadlines and project conflicts.

  • Foster a spirit of teamwork and unity among department members.

  • Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.

  • Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM and regular interpersonal communication.

  • Partner with Human Resources staff to recruit, interview, select, hire, and employ a great team that supports the company mission.

Minimum Requirements:

  • Bachelor’s degree inData Analytics, Business or related field or equivalent work experience

  • Minimum 6+ years overall functional experience working ina technology company

  • Minimum 4+ years progressive management experience

  • Knowledge and experience with data analytics and conversational AI

  • Excellent computer skills in a Microsoft Windows environment

  • Exceptional written and spoken communication skills

  • Outstanding interpersonal relationship building and employee coaching

  • Demonstrated ability to lead and develop a department and department staff members

  • Demonstrated ability to serve as a knowledgeable resource to the organization's management team that provides leadership and direction

  • Excellent organizational management skills

  • Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations

Preferred Requirements:

  • Experience in leading and managing a team in complex development environments

  • Ability to practice a high level of confidentiality

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.