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Sr. Director of Systems Engineering - Contact Center Experience

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

As the Digital Workplace team at Northwestern Mutual, we envision a work environment with digital capabilities that are a catalyst to realizing our company strategy while aligning with experiences that our workforce finds most valuable in their personal lives.

We are looking for a leader to set and deliver on a vision for Digital Workplace technologies used by our contact centers and help establish a metrics-driven discipline of service management within the Digital Workplace department.  They will be accountable for understanding the needs of our contact centers and partnering with key stakeholders to ensure the technology that is being introduced meets the needs of our user base while also improving the overall integrated experience with these technologies. 

Key capabilities for the contact center are workforce optimization, knowledge management, fraud detection, and intelligent contact routing.  Operational work, which includes system resiliency, redundancy, stability and security, will be a key focus area as well as ensuring the proper metrics are measured for the Digital Workplace applications used by Northwestern Mutual’s home office workforce across Milwaukee and New York.

What's the role?

  • Lead a team of leaders that will use metrics, voice of customer, and market trends to ensure we are providing and exceptional user experience for enterprise wide technologies

  • Lead high impact enterprise technical discussions with stakeholders and internal customers that drive optimal solutions.

  • Use effective agile delivery processes, service metrics, and financial, vendor, and life cycle management.

  • Leverage ITIL best practices to coach the organization and ensure high quality problem management.

  • Lead talent strategy and development for division.

  • Organizes talent and manage budgets for optimal results.

  • Establishes business aligned goals and lead the division to meet goals.

  • Partner with various business partners, Enterprise Vendor Management and any other stakeholders to achieve our strategy.

  • Foster data-driven decision-making by researching, acquiring and leveraging data on user needs, behaviors and experiences

  • Acts as ambassador to represent Northwestern Mutual's technology organization in community and technology events.

Bring Your Best! What this role needs:

  • Deep technical expertise and leadership as well as a broad understanding of our business.

  • Ability to successfully communicate to both technical and non-technical audiences in varying forms and all levels of detail.

  • Solid understanding of design patterns and architecture.

  • Personal accountability, curiosity, passion for high quality, continuous learning, and innovative thinking

  • Active role in mentoring and coaching other leaders.

  • Applies ground-breaking industry concepts in order to analyze and develop software solutions.

  • You have a history of consistently delivering successful solutions across multiple dimensions, including performance, scalability, robustness and maintainability.

  • Ability to see and present "the big picture" and offer solutions to make it better.

  • 6+ years of experience planning, organizing, and managing the activities of others as direct reports or project teams

  • 10+ years of experience in information technology delivery, support or management

  • Demonstrated management skills including service management, delegation, and negotiation skills

  • Demonstrated orientation toward partnering as a business approach to organizational outcomes

  • Proven leadership in decision making and problem solving

  • Emphasis on the need to provide continuous and improving customer service and support

  • Experience working within a DevOps model

Beyond base salary, NM offers the following benefits; pension, 401k, comprehensive medical, dental, and vision, FREE lunch, annual bonus opportunity, and much more!

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This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.