Technology Enablement Manager - GSC - US

Sysco; Houston (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Sysco Northeast Rdc is seeking a Technology Enablement Manager to drive user engagement and satisfaction by implementing automation and technical support across CX platforms. You will lead bot automation, maintain Intercom, and partner with cross-functional teams to enhance end-user experiences through API integrations and scalable processes.

The role involves collaborating with Corporate, Commercial Technology, and Customer Experience, and requires strong knowledge of automation tools,

Qualifications

• 4+ years of progressive experience in a project, results-driven role or sales management.
• Education in CS/IT or related field preferred but not required.
• Experience with chat-based tools and platforms is highly desirable.
• Experience with deployment processes and cross-functional collaboration is a plus.

Responsibilities

• Build and optimize the Intercom user experience with bot automation across platforms.
• Create and maintain KBAs and end-user content for nationwide distribution.
• Maintain knowledge of CX product suite, updates, features, and roadmap.
• Produce and edit brand-aligned videos for end users.
• Collaborate with Deployment, Support, and Product Leadership to prioritize work and optimize processes.
• Document requests and outbound contacts using internal systems.

Skills

Automation

Intercom

API integrations

Bot automation

Adobe Creative Cloud

Salesforce

Jira

Confluence

Education

Bachelor's degree

Equivalent experience

Tools

Salesforce

Adobe Creative Cloud

Intercom

Jira

Confluence

Zapier

Typeform

Airtable

Lokalise

Tableau

Guru

Job description

Job Summary:

The Technology Enablement Manager is part of a team that drives user engagement and satisfaction through effective technical support and communication. This position focuses on optimizing and implementing technology needs and automations for our internal technology teams as well as improving our end-users’ experience within the CX Platforms.

This position will work under the Senior Manager of Deployment Technology Enablement to build and execute automation, collaborate with CX teams to improve their operational efficiencies, and maintain our in-app platform, Intercom. This position, under the direction of the Sr. Manager will partner with and strategize with cross-functional stakeholders (Corporate, Commercial Technology, Customer Experience) on ways to improve the end user’s experience through API integrations and bot automations for acquisitions and global localization.

Duties and Responsibilities:

• Build and execute the Intercom user experience through Bot automation on our platforms. Make adjustments to existing automated processes and materials found through audits done by Deployment leadership (while complying with regulatory requirements related to technology use and data privacy).
• Creation and maintenance of content (to include collaborating with cross-functional teams to develop and implement necessary KBAs for the functions and features being deployed). Source, create and update end-user marketing content via Intercom (or any other platform being leveraged at the existing time) to be distributed nationwide.
• Maintain strong working knowledge of the CX product suite, including updates and functionality, features and roadmap for future functions
• Video creation, including scripting, recording, and editing to produce brand standard videos for end users
• Collaborate with Deployment, Support, and Product Leadership to prioritize work, identify areas for optimization, and implement new processes
• Document all incoming requests and outbound contacts using designated internal systems to include administration of internal tools

Education Required:

Related experience considered in lieu of BS degree

Education Preferred:

Bachelor's degree in computer science, information technology, or a related field or equivalent job experience.

Experience Required:

4+ years of progressive experience working in a project, results-driven role, or sales management.

Experience Preferred:

3+ years’ relevant experience

• Previous foodservice experience
• Strong knowledge and experience using chat-based tools and platforms
• At least 2 years of with Adobe Creative Cloud, including Photoshop, Premiere Pro, After Effects, Audition and Camtasia
• Experience leveraging Salesforce, Confluence and Jira to support deployment processes and objectives

Technical Skills and Abilities:

• Proficiency in our tech stack: Salesforce, Adobe, Camtasia, Intercom, Jira, Confluence, Zapier, Typeform, Airtable, Lokalise, Tableau, and Guru.
• Strong communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations
• Ability to work cross functionally with Deployment and technology partners to define and document requirements, gain alignment, and ensure understanding
• Ability to explain complex business and transactional processes in terms that can be readily understood by both technical and non-technical individuals
• Ability to maintain deadlines and prioritize workload across multiple projects while producing high quality results
• Strong interpersonal, relationship building, and partnership building skills. Ability to build and maintain effective working relationships with all level of management and staff.
• Possesses a high level of problem-solving skills
• Thinks and acts proactively rather than reactively and proactively brainstorms and proposes optimization solutions
• Flexible; readily accepts new changes and is open to new ideas

Physical Demands:

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.

Travel Requirements:

5%

Work Environment:

Hybrid/In Office & Remote