Operations Telephony Strategy Manager

The Operations Telephony Strategy Manager will drive Telephony strategies across the enterprise. OneMain handles 25M calls a month through our central and branch locations. Voice engagement is a critical contact channel within OneMain customer contact strategies. Working with business partners, technology teams, and support teams, this individual will work to identify ways to integrate Telephony into multi-channel customer contact strategies; helping to drive increased self-service solutions across the enterprise. They will work to enable consistent enterprise Telephony data capture and partner with cross-functional teams to drive strategic decisions using data analytics and hypothesis-driven testing. This individual will expand their competencies and grow their business and Telephony industry acumen through platform evaluations of leading Telephony products, evaluating product capabilities against strategic needs of the enterprise. Through these evaluations, this individual will provide suggestions and drive discussions of enhancements, new products, and/or changes within the enterprise Telephony architecture.In the RoleCollaborating with cross-functional teams, create important insights into the effectiveness of our current strategies, identify key opportunities for improvement and develop business cases and testing plans to execute against those opportunities.Effectively summarize and present results and insights to management.Organizes and leads meetings with various departments.Acts as a liaison between the IT development group and business units for the development and implementation of new systems and enhancement of existing systems.Evaluate Telephony industry products against key strategic initiatives.Collaborates with internal and external customers and vendors to determine voice communications system requirements.Ensures required IT services are identified, developed, and supported to the satisfaction of the business unit/division.Leads or coordinates cross-functional project/program teams from design to delivery of fully developed products that are ready for customer use.Provides timely and accurate information and status updates to functional leaders.RequirementsBachelor’s degree in business administration, computer science, engineering, or related field.3 – 5 years of call center management experience.3 – 5 years of product or portfolio management experience.Familiar with Telephony solutions such as auto dialer, virtual assistants, and Telephony solutions supporting remote work.Proficient in Microsoft products, specifically Excel, Outlook, and Teams.Exceptional verbal and written skills.Multi-location Telephony systems experience preferred.Sound judgment in problem solving and solutions to minimize risk.Skills to influence cross-functional teams towards timely completion of activities.Location:

Hybrid - Evansville, IN; London, KY; or Fort Mill, SC

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