Job Information
Liberty Latin America Selfcare Strategy Senior Manager in Panama
Reporting to the Director of Care Strategy, the Selfcare Strategy Senior Manager will drive strategic and operational initiatives to transform customer care across all LLA markets.
The main goal of the position is to increase customer experience providing customers the right tools to self-serve. Key responsibilities include definition of selfcare strategy across LLA in alignment with operating businesses, accelerating the adoption of digital channels, defining the roadmap of new capabilities to serve customers and implementing key indicators to track execution.
Drive the development of customer selfcare strategy across all markets.
Drive innovation in care and operations using digital technology such as Bots (chat, voice), RPA, and other tools. Work with the OpCo digital leaders and operations leaders to drive transformation in operations using a digital first mindset across digital and physical journeys.
Drives the demand management process to ensure prioritization of developments based on business case ROI and customer service improvements.
Define metrics and targets to track execution of selfcare strategy, identifying opportunities and risks by market.
Support initiatives relating budget (capex, opex) for customer care operations, and manages the budget for care automation.
Graduate level (Bachelors or higher) degree in Business, Engineering or related field, preferably with experience in telecom care
5-10 years of experience in digitalisation roles in customer care operations or in digital areas
Bilingual English and Spanish or Advanced english (required)
Very hands on to work with local teams to drive strategy definition and execution
Experience in customer journey and journey analytics
Proven experience of project management techniques including planning, resource allocation, prioritization and escalation. Experience in agile methodology for customer care projects is a plus.
Experience working with IT teams on business requirements and project execution, with ability to question technical assumptions, project planning and problem solve technical challenges
Solid grasp of business financials, including complex financial models (Capex/Opex)
Expert level Excel and PowerPoint (and preferably Thinkcell) – including significant experience creating structured presentations for CxO level as well as operational teams
Strong influencing and persuading skills, encourage colleagues and teams to change established processes and achieve improvements and best practice
Strong written and verbal communication skills, ability to form strong business relationships across all functions
Autonomous and self-sufficient – expected to lead assigned strategic initiatives from start to finish
Passionate and motivated – entrepreneurial spirit to constantly question the status quo and proactively drive execution to transform the business everyday
Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.
Why join us
Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.
Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.
Graduate level (Bachelors or higher) degree in Business, Engineering or related field, preferably with experience in telecom care
5-10 years of experience in digitalisation roles in customer care operations or in digital areas
Bilingual English and Spanish or Advanced english (required)
Very hands on to work with local teams to drive strategy definition and execution
Experience in customer journey and journey analytics
Proven experience of project management techniques including planning, resource allocation, prioritization and escalation. Experience in agile methodology for customer care projects is a plus.
Experience working with IT teams on business requirements and project execution, with ability to question technical assumptions, project planning and problem solve technical challenges
Solid grasp of business financials, including complex financial models (Capex/Opex)
Expert level Excel and PowerPoint (and preferably Thinkcell) – including significant experience creating structured presentations for CxO level as well as operational teams
Strong influencing and persuading skills, encourage colleagues and teams to change established processes and achieve improvements and best practice
Strong written and verbal communication skills, ability to form strong business relationships across all functions
Autonomous and self-sufficient – expected to lead assigned strategic initiatives from start to finish
Passionate and motivated – entrepreneurial spirit to constantly question the status quo and proactively drive execution to transform the business everyday
Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.
Why join us
Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.
Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.
Drive the development of customer selfcare strategy across all markets.
Drive innovation in care and operations using digital technology such as Bots (chat, voice), RPA, and other tools. Work with the OpCo digital leaders and operations leaders to drive transformation in operations using a digital first mindset across digital and physical journeys.
Drives the demand management process to ensure prioritization of developments based on business case ROI and customer service improvements.
Define metrics and targets to track execution of selfcare strategy, identifying opportunities and risks by market.
Support initiatives relating budget (capex, opex) for customer care operations, and manages the budget for care automation.