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Manager, Voice Services
Job ID 2024-263618▶ Who we are
Imagine working in a place where continuous improvement and innovation is celebrated and rewarded; where fast-paced, high-impact teams come together to positively drive results for one of the largest & most iconic brands in the world.
As the only rapidly growing retailer, you may know us as your friendly neighborhood store. You probably know our familiar name, have seen our pervasive logo, and have tried our highly sought-after products, such as Slurpee® and Big Bite®. “Brain Freeze” is a 7-Eleven registered trademark for our 53-year old Slurpee® and with over 77,000 stores globally (more than any other retailer or food service provider), we sell over 14 million a month.
But there’s a lot more to our story and much more left to be written. We are transforming our business, ensuring we are customer obsessed and digitally enabled to seamlessly link our brick and mortar stores with digital products and services.
At 7-Eleven the entrepreneurial spirit is in our DNA and has been ever since our inception 90+ years ago. It’s what drove us to invent the convenience industry in 1927 by envisioning how a simple ice dock could provide household staples such as milk and eggs to better serve the needs of our customers.
Today we are redefining convenience and the customer experience in big ways...we are fundamentally changing our culture and we want talented, innovative, customer obsessed, and entrepreneurial people like you to come make history with us.
▶ How we lead
At 7-Eleven we are guided by our Leadership Principles.
- Be Customer Obsessed
- Be Courageous with Your Point of View
- Challenge the Status Quo
- Act Like an Entrepreneur
- Have an “It Can Be Done” Attitude
- Do the Right Thing
- Be Accountable
Each principle has a defined set of behaviors which help guide the 7-Eleven team to Serve Customers and Support Stores.
▶ About This Opportunity
The Manager, Voice Services is responsible for overall voice system management for the enterprise operating within IT Network and Telecommunications Services. This role is responsible for delivery of voice systems for stores, corporate & regional offices. In addition, this position is responsible for project management for large initiatives, hardware and software maintenance renewals and budget, training and consultation, and recommendations for development of resources. Supervising a team of Information Technology Services (ITS) professionals and support staff; develops policies, programs and procedures as they relate to voice technologies; ensures compliance with enterprise policies, procedures, standards and goals.
Responsibilities:
- Lead Telecom/Voice team in analysis of store applications to deliver architecture, management, and support capabilities
- Oversee the development, implementation, and optimization of voice-related technologies
- Stay abreast of advancements in voice recognition systems and related technologies
- Lead voice-related projects from conceptualization to execution, ensuring seamless integration with existing systems
- Collaborate with cross-functional teams, including developers, designers, and product managers, to achieve project objectives
- Ensure high-quality voice recognition systems, addressing issues related to accuracy, responsiveness, and user experience
- Understands retail operations being supported; works with the business areas for preparation of business plans, strategic direction, and resolution of retail issues
- Develops specifications for new systems and/or enhancements to existing systems
- Proposes changes in operations and/or established systems to enhance controls or improve efficiencies through better use of technology
- Keeps abreast of the latest technology and trends within the IT industry and within the business units being supported
- Develop and maintain an End-of-Life roadmap for all retail hardware and software supported, organize upgrade strategies, and execute on the plan for over 20,000 endpoints
- Responsible for evaluating and implementing enterprise solutions for global corporate and retail locations
- Implement and monitor quality assurance processes to maintain optimal system performance
- Other duties as assigned
Requirements and Experience:
- Strong diagnostic and critical thinking skills
- Active listening and analysis to identify issues or problems
- Research and creativity to identify a solution to the issue or problem
- Ability to communicate resolutions in a simple, easy to understand manner
- Must be able to clearly communicate instructions and current tasks
- Must be able to describe technical items to non-technical users
- Ability to help a team member or customer real-time while performing other tasks
- Passionate about customer supportand leadership
- Attention to detail – good organizational and time management skills
- Experience with Twilio, 3CLogic, and other UCaaS systems
- Experience supporting Contact Centers with excess of 1000 users
- University degree in Information Technology or related field preferred
- 3+ years professional IT management experience
- 5+ years of experience working with telecommunications/voice technologies like VoIP, Contact Center solutions call routing and scripting, MPLS, mobile and wireline internet services.
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