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eServices Development Manager

About the Role

The e-Service team has a focus on improving the customers experience across all the Kindred brands and markets. We do this by finding ways to reduce unnecessary effort our customers face when trying to resolve problems that require assistance from Customer Service. We focus on trying to address problems to prevent the need for customers to contact us altogether but also look for alternative ways customers can get support without the need to make contact.

Another dimension of the team is to improve our operational teams efficiency with the removal of unnecessary contacts and the introduction of technical solutions to improve and support their requirements.

What will you be doing?

  • Take ownership of specific markets for more local focus and function as e-Service partner for CS operations team and local country teams
  • Taking full ownership of specific markets for local focus in terms of identifying, driving and supporting the CS Operations with e-Services related initiatives that will improve the customer experience for Get help journey
  • Be the e-Service partner for CS Operations and local country teams for specific markets and work closely with CS Team Managers, CS Operations Managers and country teams to drive e-service initiatives aligned with overall CS strategy
  • Be the subject matter expert with regards to e-Services 
  • Attend stakeholder sessions to ensure e-Services is represented 
  • Provide daily, weekly, monthly reports or analysis on related initiatives
  • Identifying and evaluate technology solutions to drive self service and improve operational efficiencies
  • Recognize business benefits and impacts with regards to all initiatives 
  • Conduct ad-hoc analysis to assist with problem solving
  • Define business case and strategic fit inline with the groups vision
  • Manage projects related to self service and operational enhancements
  • Market research (technology, competitor, client needs).
  • Build strong working relationships with cross-functional stakeholders
  • Ensure all e-Service implementations are effectively measured and support operational efficiencies.
  • Adapting and staying current with technology.
  • Engage with stakeholders to discuss their requirements,
  • Identify requirements and ensure that the team takes account of the customer perspective throughout the product development process.
  • Identify, prioritise and drive initiatives that supports our self-service and contact reduction strategy for the markets within responsibility
  • Drive targeted and prioritized contact reduction initiatives based on data and support with ad hoc process improvements for CS operations
  • Drive end to end solutions for the markets within ownership and engage Eservice Project & Development Manager for larger projects that require resources outside CS, to ensure alignment with other projects and priorities driven through the Experience owners

How will you be measured?

  • Customer journeys served in real time
  • Reduction of Contacts per actives
  • CSAT
  • Project delivery
  • Help Centre deflection rate

What have you done?

  • Knowledge of the fast paced online gambling industry
  • 2 years of experience in customer support, payments or player safety operations.
  • The ability to work across multiple projects simultaneously, prioritizing work load to ensuring fast deliveries
  • Can work out problems, understand what is needed to resolve and drive the delivery
  • Proactive and have self-management skills
  • Business mind-set with a focus on delivering quality and value for the business
  • Strong communicator with the ability to manage stakeholders and partners
  • Ability to establish and maintain strong relationships with all type of stakeholders
  • Flexible and adaptable

 
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Location
Unibet (Interactive) , Cherry Hill, New Jersey, United States
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  • Office:
    Cherry Hill, New Jersey, Manhattan, New York
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    MAR0908
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Medical Insurance
Shares
20 days PTO
Life Insurance
Commuter Benefits
Life Cover and Income Protection
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