Sr Manager, Service Strategy Support, Insights and Analytics

Leads service strategy support, client integration and analytics for the Services organization. Works closely with the Directors to develop and successfully execute Enterprise Services project plan for approved service strategies. Ensures enterprise projects are completed successfully and align with Enterprise Services strategic direction. Directly manages employees who perform service strategy actions related to the detailed project plan to ensure roll-out benefits for the entire organization. Manages the centralized service organization that is responsible for Product and Project Integrity, Technical Solutions, Project Management and other areas that ensure performance is within service expectations and budget.

• Develops and executes service strategies, including communication and change management plans, to support the overall vision and business needs for the Service organization. Leads employees and managers through actions needed for successful execution.
• Provides leadership, coordination, direction and oversight to the service strategy team and their projects. Accountable for providing strategic direction and prioritization for activities being performed by the team to ensure that objectives are consistent with those for the Service organization.
• Directs the activities of personnel in the production and distribution of weekly, monthly, quarterly and annual operations reports, and dashboards, including the coordination of data collection with field partners, to provide data essential to management of operations.
• Oversees the efforts of the reporting and analytics discipline within the Center of Excellence.
• Applies project management and lean six sigma concepts, principles, and practices to service strategy project plan and monitors projects that are being led by the service strategy team and others within the Service organization.
• Serves as the point person for all relevant enterprise committees and task forces to ensure that all are coordinated, there is no duplication of effort, and the objectives are consistent with those for the Service organization.
• Develops strong relationships with internal senior business partners in order to influence outcomes that benefits total strategic direction and continuously improves the Service organization.
• Serves as the contact point between respective Service organization and key business partners to ensure alignment of business objectives and resolve business issues and questions as they arise. Provides strategic direction and reviews project and training plans needed for the Service organization.
• Recruits, selects, hires, and evaluates performance to ensure all department needs are handled appropriately. Coaches and develops staff for personal and corporate advancement through career development, training programs, and other resources to ensure continued technical and professional development.
• Communicates service strategy status to relevant stakeholders in order to ensure all parties are aware of current and future plans.
• Other duties as assigned to support the general purpose of the position’s function.

• 5 years of experience of management of Remote Staff -Preferred
• 5 years of experience of leading end-to-end Salesforce delivery across workflows, Agentforce capabilities, UX screens/forms, business rules, dashboards/reporting, and security.   - Required
• 3 years of experience in directing integration efforts with enterprise data sources, partnering with business teams to standardize data, policies, and procedures. Demonstrated experience enabling the Salesforce platform to leverage clean, consistent data for AI-driven decisioning and automation, increasing trust in insights and accelerating process efficiency.  - Required
• 3 years of experience  of overseeing implementation of CCaaS platforms (Genesys, Five9, Amazon Connect), aligning routing strategies, IVR, and omnichannel with Salesforce Service workflows; delivered integrated agent experiences and streamlined customer journeys across channels. - Preferred 
• 3 years of proved track record of driving contact center transformation by assessing operations, identifying improvement opportunities, and delivering a roadmap leveraging CCaaS, Salesforce, and AI; streamlined processes, improved efficiency and first-contact resolution, and elevated customer and agent experience. - Preferred
• 1-2 years of experience in creating a functioning “development factory” to deliver multiple Salesforce related workflows / capabilities in parallel across multiple sprint delivery teams - Preferred

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.
• What's in it for you?:
  • We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
  • We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
  • We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
  • We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
  • We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.
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    Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary. Not sure if you meet every requirement?: At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
    Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.