Customer Service Business Relationship Manager
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Job Description
Customer Service Business Relationship Manager at Carrier responsible for driving digital initiatives. Collaborating with stakeholders to enhance customer experiences and operational efficiency in service operations.
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 and digital delivery teams, including IT, Product, AI/Automation, Data, and external vendors.
- Partner with digital product leads to ensure Customer Service initiatives align with the broader digital experience strategy.
- Lead 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 Salesforce (case management, workflows, knowledge, CTI) and SAP (order management, billing, service processes).
- Convert business requirements into project scopes, user stories, acceptance criteria, and delivery roadmaps aligned with Customer Service KPIs.
- Plan and manage digital resource capacity, timelines, budgets, dependencies, and risks across multiple concurrent Customer Service initiatives.
- Ensure seamless integration and data flow across Salesforce, SAP, AI platforms, and downstream 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 enterprise architecture standards, security, data privacy requirements, and SDLC / Agile delivery practices.
Requirements:
- Bachelor’s Degree
- 5 + years of experience with CRM and customer service platforms
- Hands-on experience with customer data and electronic transactions within an SAP 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 complex 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 lead through influence, manage stakeholders, and align diverse teams toward shared outcomes.
- Excellent communication skills, including executive-level updates and facilitation of working sessions.
- Change leadership mindset with experience driving adoption across customer service teams.
Benefits:
- Health Care Benefits : Medical, Dental, Vision; Wellness incentives
- Retirement Benefits
- Time off and Leave : 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
- Disability : Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
- Tuition Assistance
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