The Business Systems Program Manager, Client Services successfully delivers solutions related to contact center systems to support the organization's vision and strategic direction. This role manages and leads large, high-risk, high-visibility, and critical projects across the organization that are often highly complex and impact many users. The Business Systems Program Manager, Client Services ensures successful integration and communication between multiple projects, which requires hands on close collaboration with all levels of Exact Sciences.
Essential Duties and Responsibilities
Act as subject matter expert (SME) to support contact center teams in all contact center specific systems; including, but not limited to, quality management (QM), workforce management (WFM), automatic call distribution (ACD), interactive voice response (IVR), and knowledge base software, as needed.
Assist in identifying gaps in software systems; develop road maps with appropriate stakeholders and leaders, and find new solutions to meet business needs and requirements.
Assess critical business needs and develop technology solutions within the customer care services division.
Drive positive change management via planning, communications, and relationship management.
Seek to enhance end user experience by providing appropriate resources and system-related tools.
Partner with the information technology (IT) department to monitor production support incident tickets that are submitted by contact center teams; determine if appropriate operational follow up is needed.
Oversee the science, technology, engineering, and mathematics (STEM) process; assist in prioritizing projects to meet required timelines based on urgency and resources available.
Find opportunities for improvements and create business cases for contact center systems.
Collaborate with others within the business; including, but not limited to, IT, patient and provider support leadership, operations improvement, and project managers to evaluate systems to meet business needs.
Act as the primary point of contact for operational areas for systems integration to ensure downstream impacts of projects and implementations are understood and addressed.
Make critical and difficult decisions based upon a combination of business goals, data analysis, experience, and judgement.
Partner with IT to evaluate proposed new systems; drive the process of decision, vendor selection, and aid in implementation.
Recommend and help design changes to contact center systems; including, but not limited to, configuration changes, changes to integrations between systems, and software changes to in-house systems.
Formulate, organize, and monitor inter-connected projects; including, but not limited to, coordination of cross-project activities.
Listen, influence, negotiate, and mitigate conflict while building relationships and achieving desired results.
Partner with multiple internal cross-functional teams and successfully manage multiple projects simultaneously.
Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
Support and comply with the company's Quality Management System policies and procedures.
Maintain regular and reliable attendance.
Ability to act with an inclusion mindset and model these behaviors for the organization.
Ability to work nights and/or weekends, as needed.
Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
Ability to travel 10% of working time away from work location, may include overnight/weekend travel.
Ability and means to travel 5% between Madison locations.
Qualifications
Minimum Qualifications
Bachelor's Degree in Business Administration, Engineering, Information Technology, Management Information Systems, or field as outlined in the essential duties; High School Diploma/General Education Degree (GED) and 4 years of relevant experience as outlined in the essential duties in lieu of Bachelor's degree.
10+ years of relevant business experience to include building skills to support deadline driven work, tracking milestones and timelines, managing budgets, delegating, and directing work, and communicating to cross-functional stakeholders.
3+ years of experience using technology and tools to plan, track, or measure work progress.
Demonstrated success with oral and written communications and presentations, influence and persuasion, results orientation, facilitation, and teamwork skills.
Authorization to work in the United States without sponsorship.
Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
Preferred Qualifications
Master's Degree.
Possession of a project management professional (PMP) certification.
5+ years project management experience to include increasing responsibility of scope and leadership.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.
