Senior Manager, Customer Service Technology Systems

The Senior Manager, Customer Service Technology & Systems, defines and executes the technology strategy that powers the end-to-end customer service experience across the Americas region, including the U.S. and Pan-LATAM markets. This role owns the roadmap, implementation, optimization, and ongoing performance of all customer service platforms, including telephony, IVR, CRM, chat, and web-based support tools.

The Senior Manager serves as the primary owner of vendor relationships and platform performance, ensuring systems are scalable, regionally adaptable, and aligned with broader business objectives across multiple countries and languages. Partnering closely with IT, Digital, regional CX leaders, and local market teams, this role drives innovation, automation, and continuous improvement across all customer service channels.

CX Technology Strategy & Platform Ownership

• • Own the end-to-end Customer Service technology ecosystem, including phone, IVR, CRM, chat, and web
  • Define and manage the multi-year roadmap for customer service technology
  • Ensure seamless omnichannel integration and customer journey continuity
  • Act as the business owner of all customer service platforms
  • Partner with IT on architecture, integrations, and security while maintaining business ownership
  • Evaluate and recommend new technologies to enhance customer and agent experiences
  • Balance global platform standardization with local market needs
  • Ensure systems support multi-language experiences (Spanish, Portuguese, English)
  • Design solutions that accommodate regional regulatory and operational differences

Implementation, Optimization & Automation

• • Lead end-to-end system implementations, upgrades, and enhancements
  • Drive continuous improvement of workflows, automation, and system performance
  • Oversee configuration, releases, and system administration
  • Implement and expand self-service capabilities, including IVR, chatbots, and help centers
  • Identify inefficiencies and deploy solutions to improve resolution times and productivity
  • Lead implementations across multiple countries and business units
  • Ensure platforms are configured to support localized workflows and customer journeys

Vendor & Partner Management

• • Own relationships with all technology vendors and service providers
  • Lead vendor selection, contract negotiation, and performance management
  • Ensure vendors meet SLAs, innovation expectations, and roadmap alignment
  • Manage budgets associated with platforms, tools, and external partners
  • Manage vendors across multiple regions, ensuring alignment with local market requirements and service expectations

Reporting, Analytics, & Insights

• • Establish KPIs and dashboards to measure system performance and CX impact
  • Deliver actionable insights to leadership on trends, opportunities, and ROI
  • Ensure data accuracy, governance, and compliance across systems
  • Leverage analytics to improve customer satisfaction and operational efficiency

 
Team Leadership & Project Management

• • Lead, mentor, and develop a team of system administrators and analysts
  • Oversee project prioritization, planning, and execution across multiple initiatives
  • Collaborate cross-functionally to ensure alignment and successful delivery of initiatives

Education:

• • Bachelor's Degree (or equivalent experience) in Business or related field
  • Master's Degree (or equivalent experience) in Business or related field Preferred

Experience:

• • 8+ years of experience in leading customer service technology operations and strategy, including CRM, telephony, IVR, chat, and web-based platforms, with 8+ years managing teams responsible for system implementations, digital transformation, automation initiatives, vendor management, and cross-functional stakeholder collaboration
  • 8+ years of experience supporting multi-country or global operations, preferably across the Americas, and familiarity with LATAM market dynamics and localization challenges Preferred

Languages:

• • Spanish Preferred
  • Portuguese Preferred

Software/Technical Skills

• • Advanced knowledge of CRM and contact center platforms (e.g., Salesforce, Oracle, Zendesk, etc.)    
  • Advanced experience with telephony systems, IVR, chat platforms, and web self-service tools
  • Strong understanding of APIs, integrations, and cloud-based systems
  • Intermediate experience with reporting and analytics tools
  • Intermediate experience MS Office (Word, Excel, PowerPoint, Outlook, and Teams)

Other Skills/Knowledge/Abilities

• • Strong leadership skills with the ability to take initiative and strategically lead change
  • Ability to effectively resolve conflicts, identify alternatives, and provide solutions
  • Strong project management and time management skills, with the ability to oversee multiple projects at once while meeting deadlines
  • Excellent communication skills (verbal, written, interpersonal)
  • Excellent organizational skills and attention to detail
  • Ability to effectively build relationships and communicate with IT, operations, and customer service teams to align technology with business goals
  • Ability to work across time zones and geographically distributed teams

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager. #LI-Hybrid

Base Salary 

• • The targeted base salary range for this position if based in TN will be $125,000 - $150,000 per year.
  • The targeted base salary range for this position if based in NJ will be $145,000 - $170,000 per year.
  • Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data. 

Additional Compensation

• • This position is eligible for a 20% bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.
  • Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.