Global Solutions Manager - Reservations

Company: Group Voyagers
Location: Littleton
Posted on: June 22, 2022

Job Description:

THE POSITION The Global Solutions Manager is responsible for the global contact center technical work streams, typically to deliver solutions via a multi-disciplinary, highly skilled technology team. The role requires a leader who is proficient at delivering complex applications, breaking down barriers for the team(s), planning at a higher level and getting into the detail to make things happen when needed. The role is required to help with defining needs and feeding these into the process that will enable resources to be appropriately allocated. Additionally, the role is responsible for ensuring the smooth functioning of technical operations that support and drive the overall goals and objectives of the contact centers. The Global Solutions Manager will be key to decisions that will build a high performing team, where people are excited about the work they are undertaking. This Global Solutions Manager's role covers three main areas

• Leadership
• Relationships
• Delivery And will deliver the following results Leadership

• Promote a customer centric culture inside the development team.
• Manage and develop a high performing collaborative, globally distributed, Development team.
• Provide thought leadership on roadmaps to enable the delivery of key business objectives.
• Promote Lean and Agile practices within the team. Relationships
  • Establish trust and build strong working relationships with peers and business stakeholders.
  • Act as an intermediary within and external to the technology team.
  • Gather and parse the opinions of multiple stakeholders.
  • Promote a customer centric culture. Delivery
    • Ensure applications are designed, developed, and deployed efficiently and successfully.
    • Facilitate a collaborative, dynamic planning process - helping Owners and Business Analysts prioritize the work against the capacity and capability of the Development team.
    • Track and communicate delivery progress, risks, and impediments.
    • Remove impediments to the Development team(s) productivity.
    • Manage technology operations and availability.
    • Develop, implement, and manage the creation of standardized processes and best practices.
    • Connect with the Business, with an in depth understanding of how we create, develop, build, sell, market, and operate all product under the Globus family of brands.
    • Proactively solve business issues and manage stakeholder expectations. ATTRIBUTES/CORE COMPETENCIES
      • Self-organizing and achievement orientated
      • Strong customer focus
      • Strong oral and written communication skills
      • Flexibility and adaptability in changing circumstances
      • Empathy, tact, and sound sense of judgment
      • Strong negotiation skills EXPERIENCE
        • 10+ years leading teams in a complex environment
        • Experience working with outsource developers
        • Demonstrated experience working in a globally distributed team across multiple time zones
        • Experience and knowledge of contact centers and guest resolution departments
        • Functional knowledge of Power Platform with a strong focus on Power Automate, Power BI and Microsoft solutions
        • Understanding and application of Agile concepts such as Scrum/Kanban/Lean
        • Deep understanding of business and technology processes as well as software integration and implementation EDUCATION
          • Tertiary qualifications in IT or related discipline.
          • Scrum, Lean, Product Owner or related certification highly desired. EOE While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports. PI180303167

Keywords: Group Voyagers, Littleton , Global Solutions Manager - Reservations, Executive , Littleton, Colorado