Manager, Internal Global Systems, Processes, & Tools AECO

Job description

Role Overview The Manager of Internal Global Systems, Processes, & Tools is a strategic operational leader responsible for the "engine room" of the Customer Experience (CX) organization. You will oversee the selection, implementation, and optimization of the technology stack and workflows that enable our global support, professional services and success teams to deliver world-class service. Your mission is to eliminate friction. You’ll transform complex global requirements into streamlined, scalable digital processes that improve both the internal employee experience and customer outcomes. Key Responsibilities: Systems Strategy & Roadmap: Own the CX tech stack (e.g., Kantata, Gainsight, Service Cloud, AI Chatbots) and how it integrates with other corporate tools (SFDC Sales App, Marketing Cloud, LMS, etc.) Develop a multi-year roadmap that aligns with global business scaling. Implementation & Adoption: Lead the selection, implementation, configuration, and ongoing governance of all CX systems and tools, ensuring they meet business requirements and drive user adoption. Process Optimization: Conduct audits of existing workflows. Identify bottlenecks in ticket routing, escalation path...