Digital Engagement Innovation Manager (Customer Contact/Call Center - Remote Opportunity)

Lensa; New York (NY); Remote; USD 125,000 - 155,000; Full time

Job summary

Lensa is seeking a Digital Engagement Innovation Manager for a remote opportunity with Nespresso. This role involves leading digital customer engagement strategies, overseeing technology integrations, and managing a specialized team. Candidates should have significant experience in customer contact environments and strong leadership skills.

Qualifications

• 5+ years managing Digital Engagement Innovation in a Customer Contact/Call Center environment.
• 1-2+ years of People Leadership experience.
• Proficiency in digital engagement tools.

Responsibilities

• Lead the creation of personalized, data-driven digital customer engagement strategies.
• Oversee the implementation of new technologies such as AI and machine learning.
• Manage digital programs including Chatbot, AI, and self-service solutions.

Skills

Communication

Organizational skills

Stakeholder management

Digital acumen

Project management

Education

Bachelor’s degree in Business Administration or related field

Tools

MS Office

Sprinklr

Genesys

AI tools

Job description

Digital Engagement Innovation Manager (Customer Contact/Call Center - Remote Opportunity)

Lensa is the leading career site for job seekers at every stage of their career. Our client, Nestle, is seeking professionals. Apply via Lensa today!

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with opportunities for your development and growth. Join us!

Job Description

The Digital Engagement Innovation Manager (Customer Contact/Call Center) will support the Senior Manager in developing the innovation pipeline across Nespresso USA’s Customer Contact/Call Center’s strategic B2C businesses, within our contact center as part of the newly created Center of Excellence (COE) B2C Innovation & Optimization Hub. This role involves collaborating with various teams to define customer engagement priorities, identify new growth opportunities, and implement tools and customer-facing touchpoints that facilitate personalized engagement experiences, while optimizing workforce and driving efficiencies. This is a People Leader role that is remote-based. Applicants must have current or prior Customer Contact or Call Center experience.

Responsibilities

• Lead the creation of personalized, data-driven digital customer engagement strategies to support the COE.
• Oversee the implementation and integration of new & existing technologies such as AI, machine learning, and emerging digital technologies and touchpoints.
• Develop and implement strategic KPIs to measure success.
• Manage pilot initiatives with stakeholders through test, learn & analyze approaches.
• Evaluate program effectiveness and identify optimization opportunities.
• Support digital reporting/analytics and work closely with stakeholders to measure outcomes.
• Create business cases/proposals for approval and support from Finance and other teams.
• Ensure all new integrations are performing and maintained for daily operations.
• Manage digital programs including Chatbot, AI, and self-service solutions.
• Develop and manage new program handoffs for smooth launches.
• Plan, budget, oversee, and document initiatives/projects.
• Establish processes to support the innovation pipeline and customer experience journey.
• Share wins, learnings, and best practices with Senior Contact Center Leadership.

Leadership and Training

• Develop and lead a specialized team within the COE.
• Provide coaching, support, and development for team members.
• Align COE priorities with organizational goals.
• Build relationships with cross-functional teams and suppliers.
• Lead innovation training to upskill teams across Nespresso USA.
• Facilitate leadership meetings to share best practices.
• Conduct meetings in line with Nestlé's Leadership Framework and PDP cycle.

Continuous Improvement, Financial & Strategic Impact

• Attend conferences and workshops to stay updated on innovations.
• Identify external digital solutions for business growth and customer engagement.
• Lead innovation workshops for strategic opportunities.
• Post-launch, analyze and refine programs as needed.
• Research and gather insights to advance the COE.
• Validate opportunities, meet targets, and demonstrate results as per business plan.

Minimum Requirements

• Bachelor’s degree in Business Administration or related field.
• 5+ years managing Digital Engagement Innovation in a Customer Contact/Call Center environment.
• 1-2+ years of People Leadership experience.
• Proficiency in MS Office (Word, Excel, Outlook, PowerPoint).
• Excellent communication, organizational, presentation, and stakeholder management skills.
• Strong digital acumen, including data synthesis and trend analysis.
• Ability to work under pressure and meet deadlines.
• Expertise in digital engagement tools like email, live chat, social media, Sprinklr, chatbot, AI, Genesys, SHELF.
• Strong project management skills, including managing deadlines and budgets.
• Ability to influence leadership using storytelling and data-driven insights.
• Customer needs understanding and budget management skills.
• Creative mindset for business proposals and ROI analysis.
• Availability for morning, afternoon, evening, and some weekend work.
• Willing to travel up to 10% as required.

The approximate pay range is $125,000 to $155,000, with additional performance incentives and benefits. Final compensation varies based on experience, skills, and location. Learn more at: About Us | Nestlé Careers (nestlejobs.com)