Manager, CX Technology Enablement - Implementations

Þtails Department: Consumer Experience Schedule: Days, Monday - Friday Location: Remote, occasional travel Benefits Paid time off (PTO) Various health insurance options & wellness plans Retirement benefits including employer match plans Long-term & short-term disability Employee assistance programs (EAP) Parental leave & adoption assistance Tuition reimbursement Ways to give back to your community *Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: PRN, Short-Term Option, etc.). Connect with your Talent Advisor today for additional specifics. Responsibilities The Manager, Consumer Experience (CX) Technology Enablement - Implementations is a key member within the Consumer Experience Technology Enablement Team and leads a group of program and project managers in implementing new digital experiences at all levels of the organization. This individual will work with key internal and external partners to build an integrated plan with the right engagement model, testing, and communication plans that propels our strategies to the next level. Key Responsibilities: Experience Implementation: This role is also responsible for leading a group of program and project management professionals to implement new digital and technology experiences into our markets. Key partners include Ascension Technologies, Ascension Digital Studio, the Ascension Contact Center, and individual market leadership, among others. You will identify implementation success metrics and hold your team accountable for meeting them. An ideal candidate has experience with Salesforce, Genesys Cloud, and other contact center technologies with a focus on omnichannel implementations. Standardization: This role is responsible for developing implementation standards at the national and market level, ensuring we are sensitive to operational needs, planning the right change strategy and sequencing, and driving progress. Communication: This role will be responsible for providing oversight in the development of cross-market go-to-market strategies in close partnership with CX, marketing and communications teams for new CX-led digital experience implementations. Additional Responsibilities: Bridges the gap between the broader CX organization and technology and digital partners. Acts as the voice of CX to those groups. Champions a strong CX fluency and understanding through clear communication across the system, markets, and CX organization. Accountable for the development and execution of implementation plans, including operational change management and go-to-market strategies. Able to lead through influence by building strong relationships with partners inside and outside the CX organization. Ability to leverage those relationships to remove barriers and empower your team. Participates and leads in a way that brings people together and propels progress, effectively and efficiently by escalating risks, tracking decisions, empowering decision makers, identifying interdependencies, building project plans and managing stakeholders. Manage program through creating program plans, management tools and reporting capabilities. Recommend program budget and monitor and adjust plan as resource requirements change. Communicate and document program quality outcomes and progress metrics. Direct leadership of a group of program and project management professionals. Provides day to day guidance, professional development, and coaching. Complete performance evaluations and handle disciplinary actions. Serve as liaison between programs, other internal departments and external partners. Fosters a culture of appreciation, belongingness, inclusivity, diversity and equity to drive the associate experience inline with Ascension’s ABIDE framework. Requirements Education: High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required. Work Experience: 3 years of experience required. 5 years of experience preferred. 1 year of leadership or management experience preferred. Additional Preferences Experience with contact center operations. Working knowledge of Salesforce, Genesys Cloud, workforce management, and other contact center technologies and omnichannel implementations. Past experience implementing telephony projects within in a contact center environment. Experience with healthcare scheduling operations and systems. Why Join Our Team Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters. Ascension is a leading non-profit, faith-based national health system made up of over 150,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states. Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you. Equal Employment Opportunity Employer Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws. For further information regarding your EEO rights, view the EEO is the Law poster. Pay Non-Discrimination Notice Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants. This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information. E-Verify