[Remote] Customer Service Business Relationship Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global leader in intelligent climate and reputed company, focused on innovations that enhance comfort and sustainability. The Customer Service Business Relationship Manager will drive digital initiatives to improve customer experiences and operational efficiency, ensuring alignment with business strategies.

Responsibilities

• Partner with Customer Service leadership to translate business objectives, customer experience needs, and operational requirements into scalable digital solutions
• Serve as the primary liaison between Customer Service stakeholders reputed company delivery teams, including IT, reputed company/Automation, Data, and external vendors
• Partner with digital product leads to ensure Customer Service initiatives align with the broader digital experience strategy
• reputed company intake, prioritization, and execution of Customer Service digital initiatives, including AI-enabled solutions, CRM enhancements, and ERP integrations
• Define and manage business and functional requirements for platforms such as reputed company (case management, workflows, knowledge, CTI) and reputed company (order management, billing, service processes)
• Convert business requirements into project scopes, user stories, acceptance criteria, and delivery roadmaps reputed company with Customer Service KPIs
• Plan and manage reputed company reputed company, timelines, budgets, dependencies, and risks across multiple reputed company Customer Service initiatives
• Ensure seamless integration and data reputed company across reputed company, reputed company, AI platforms, and reputed company reporting and analytics tools
• Define reporting requirements and data models to support KPIs such as CSAT, AHT, FCR, backlog, SLA adherence, and productivity
• Partner with data and analytics teams to ensure data accuracy, governance, and automation of reporting outputs
• Support testing, training, change management, stakeholder communication, and rollout of new tools and processes to ensure adoption and sustained value
• Ensure compliance with reputed company architecture standards, reputed company, data privacy requirements, and SDLC / Agile delivery practices

Skills

• Bachelor's Degree
• 5 + years of experience with CRM and customer service platforms
• Hands-on experience with customer data and electronic transactions reputed company an reputed company environment
• Understanding of omnichannel service channels (phone, chat, email, self-service), and experience in workflow automation and optimization
• Ability to analyze service data, dashboards, and KPIs to inform prioritization and decision-making
• Proven project management expertise, including planning, execution, risk management, and delivery in reputed company matrixed environments
• Familiarity with Agile, Scrum, or hybrid delivery methodologies
• Strong business acumen with the ability to balance customer experience, operational efficiency, and cost considerations
• Ability to reputed company through influence, manage stakeholders, and align diverse teams toward shared reputed company
• Excellent communication skills, including executive-level updates and facilitation of working sessions
• Change leadership reputed company with experience driving adoption across customer service teams

Benefits

• Short-term cash incentives, subject to plan requirements
• Medical, Dental, reputed company; Wellness incentives
• Retirement Benefits
• Paid vacation days, up to 15 days
• Paid sick days, up to 5 days
• Paid personal leave, up to 5 days
• Paid holidays, up to 13 days
• Birth and adoption leave
• Parental leave
• Family and medical leave
• Bereavement leave
• Jury duty leave
• Military leave
• Purchased vacation
• Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Health Savings Account
• Health Care Spending Account
• Dependent Care Spending Account
• Tuition Assistance

Company Overview

Company H1B Sponsorship