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

Join a leading company as a Digital Engagement Innovation Manager where you'll lead the innovation pipeline for customer engagement strategies. This role emphasizes collaboration across teams to enhance customer experiences through digital tools and data-driven insights. You'll manage a specialized team and ensure alignment with organizational goals while driving continuous improvement and innovation in customer contact operations.

Benefits

Comprehensive benefits

Performance incentives

Qualifications

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

Responsibilities

• Lead creation of personalized, data-driven digital customer engagement strategies.
• Oversee implementation of technologies like AI and machine learning.
• Manage digital programs such as Chatbot and AI initiatives.

Skills

Communication

Organizational

Stakeholder Management

Project Management

Digital Acumen

Education

Bachelor’s degree in Business Administration

Tools

MS Office

Sprinklr

Genesys

Chatbot

AI

Job description

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. We are a certified B Corporation committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that benefits our community, suppliers, farmers, and colleagues. Core values include quality, sustainability, diversity, and inclusion, which are fundamental to our vision of positive change. Our careers across factories, boutiques, and offices offer top-tier development opportunities. Join us!

Job Description:

The Digital Engagement Innovation Manager (Customer Contact/Call Center) supports the Senior Manager in developing the innovation pipeline for Nespresso USA’s Customer Contact/Call Center, within our newly established Center of Excellence (COE) B2C Innovation & Optimization Hub. This remote role involves collaborating with cross-functional teams to define customer engagement priorities, identify growth opportunities, and implement tools and touchpoints to enhance personalized customer experiences while optimizing workforce efficiency. The position requires a strategic mindset to lead innovation and excellence in customer engagement for Nespresso USA. This is a People Leader role, requiring current or prior Customer Contact or Call Center experience.

Responsibilities:

• Lead creation of personalized, data-driven digital customer engagement strategies supporting the COE.
• Oversee implementation of technologies like AI, machine learning, and emerging digital tools.
• Develop and track strategic KPIs to measure success.
• Manage pilot initiatives through test, learn, and analyze approaches with stakeholders.
• Evaluate program effectiveness and optimize touchpoints.
• Support digital reporting and analytics, working with stakeholders to report and measure outcomes.
• Design digital strategies to generate cost efficiencies.
• Create business cases and proposals for approval and support from finance and other teams.
• Ensure all new integrations perform correctly for daily operations.
• Manage digital programs such as Chatbot, AI, and self-service initiatives.
• Coordinate program handoffs for smooth launches with business partners.
• Plan, budget, oversee, and document initiatives.
• Establish processes to support the innovation pipeline and customer experience journey.
• Share successes, learnings, and best practices with senior leadership.

Leadership and Training

• Develop and lead a specialized team within the COE.
• Provide coaching and support for team development.
• Align COE priorities with organizational goals.
• Build strong relationships with cross-functional teams and suppliers.
• Lead innovation training for COE teams.
• Facilitate leadership meetings to share best practices.
• Conduct regular meetings aligned with leadership frameworks and PDP cycles.

Continuous Improvement, Financial & Strategic Impact

• Attend industry conferences and workshops to stay updated on innovations.
• Identify external digital solutions to support growth and enhance customer engagement.
• Lead innovation workshops to develop strategic opportunities.
• Analyze post-launch performance and refine programs.
• Research and gather insights to advance the COE’s initiatives.
• Validate opportunities against business targets and demonstrate results.

Requirements:

• Bachelor’s degree in Business Administration or related field.
• 5+ years managing Digital Engagement Innovation in a Customer Contact/Call Center.
• 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 into trends and insights.
• Ability to work under pressure and meet deadlines independently.
• Deep expertise in digital customer engagement tools like email, chat, social media, Sprinklr, chatbot, AI, Genesys, SHELF.
• Strong project management skills with budget oversight.
• Ability to lead change and influence senior leadership via storytelling and data.
• Customer-centric mindset with budget management skills.
• Creative with ability to develop business proposals and ROI analyses.
• Availability for varied shifts, including some weekends.
• Willingness to travel up to 10% as needed.

The estimated salary range is $125,000 to $155,000, with additional performance incentives and comprehensive benefits. Final compensation varies based on experience, skills, and location. Learn more at: Nestlé Careers.

Requisition ID: 352705

We are committed to an inclusive workplace and encourage applicants from all backgrounds, including veterans and individuals with disabilities. Please contact us for accommodations during the recruiting process. This role is not eligible for Visa Sponsorship. Review our privacy policy at https://www.nestlejobs.com/privacy.