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

Nestlé Nespresso SA; New York (NY); Remote; USD 125,000 - 155,000; Full time

Job summary

A leading company is seeking a Digital Engagement Innovation Manager to enhance customer engagement through innovative strategies and technology. This remote role involves managing a specialized team, optimizing customer contact operations, and driving efficiency in a dynamic environment. The ideal candidate will have extensive experience in digital engagement within a call center and possess strong leadership skills to inspire and develop their team.

Benefits

Performance Incentives

Comprehensive Benefits Package

Qualifications

• 5+ years managing Digital Engagement Innovation within a Customer Contact/Call Center.
• 1-2+ years of People Leadership, managing a team and developing direct reports.

Responsibilities

• Lead the creation of personalized, data-driven digital customer engagement strategies.
• Oversee the implementation of new technologies such as AI and machine learning.
• Develop and implement strategic KPIs to measure success.

Skills

Communication

Organizational

Stakeholder Management

Digital Acumen

Project Management

Education

Bachelor’s degree in Business Administration

Tools

MS Office

Sprinklr

Genesys

Chatbot

Job description

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

Join to apply for the Digital Engagement Innovation Manager (Customer Contact/Call Center - Remote Opportunity) role at Nestlé Nespresso SA

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 best-in-class 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, sitting 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 opportunities for growth, and implement tools and customer-facing touchpoints that facilitate personalized customer engagement experiences, while optimizing the workforce and driving efficiencies. This position also requires a strategic and collaborative mindset to drive innovation and excellence in the customer engagement experience for Nespresso USA. This is a People Leader role that is a remote-based opportunity. 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 end-to-end success.
• Develop, lead, and project manage pilot initiatives with key stakeholders through test, learn & analyze approach.
• Evaluate program effectiveness and identify opportunities to optimize touchpoint effectiveness.
• Support digital reporting/analytics and work closely with key stakeholders to report out and measure.
• Develop and execute digital strategies that will generate cost efficiencies.
• Create business cases/proposals to define, get approval, and support from Finance team & other stakeholders.
• Oversee and maintain all new integrations ensuring they are performing and remain in a steady working state for our day-to-day customer-facing operations.
• Oversee strategy development and managing the day-to-day digital programs including but not limited to: Chatbot, AI, and self-service sector.
• Develop and manage new program handoffs to ensure smooth transition for new launch plans with established business partners.
• Plan, budget, oversee, and document all aspects of the specific initiative/project being worked on.
• Create processes and procedures to support the innovation pipeline and uphold the end-to-end customer experience journey.
• Create a framework to share wins, learnings, and best practices with Senior Contact Center Leadership.

Leadership and Training

• Develop and lead a highly specialized team within our Center of Excellence, contact center.
• Provide line management, coaching, and support to the team, helping them to evolve in their area of expertise and function.
• Review COE's priorities and work with other areas of the organization to align on business priorities.
• Build strong and productive working relationships with other members of the COE, cross-functional teams, and suppliers.
• Lead the deployment of innovation training to upskill COE teams across Nespresso USA.
• Organize and facilitate innovation leadership team meetings to share and embed best practices across the organization.
• Conduct all relevant meetings in line with Nestlé's Leadership Framework and PDP cycle: including monthly 1-1s, team meetings, and knowledge sharing sessions.

Continuous Improvement, Financial, and Strategic Impact

• Attend conferences, workshops, and development opportunities to remain current on innovations and bring back insights to the COE.
• Identify new and external digital solutions that meet market needs to support business growth and enhance customer engagement.
• Lead and facilitate innovation workshops to develop strategic opportunities, jobs to be done, ideas, and concepts.
• Post-launch, analyze, maintain, and refine new programs as needed.
• Conduct research and gather insights to advance the COE in this evolving space through idea proposals and business cases.
• Validate opportunities, meet target thresholds, and demonstrate results as outlined in the business plan.

Requirements:

• Bachelor’s degree in Business Administration or related field.
• 5+ years managing Digital Engagement Innovation within a Customer Contact/Call Center.
• 1-2+ years of People Leadership, managing a team and developing direct reports.
• 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 with minimal supervision.
• Strong technical expertise in digital engagement tools (customer email, live chat, social media, Sprinklr, chatbot, AI, ratings & reviews, Genesys, SHELF).
• Project management experience, including managing deadlines and budgets.
• Ability to lead change management and influence senior leadership through storytelling and data.
• Customer needs understanding and budget management skills.
• Creative mindset for business proposals and ROI analysis.
• Flexible availability including mornings, afternoons, evenings, and some weekends.
• Willingness to travel up to 10% as needed.

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