Customer Service Business Relationship Manager

Job description

About this role The Customer Service Business Relationship Manager is responsible for driving digital initiatives that improve customer experiences, operational efficiency, and business outcomes. This role sits at the intersection of customer service operations, digital product delivery, and project/program management, ensuring that customer-facing and internal service capabilities are delivered on time, within scope, and aligned to business strategy. Role 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, workflo...