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Job Details
Sr. Director, Multi-Channel Services
Job ID #: 489
Country: US Experience Preferred: More than 10 years
Location: Vertex USA Education Preferred: Bachelors Degree
Functional Area: Management Minimum Base Salary:
Position Type: Full Time Maximum Base Salary:

Overview of Role/Job Purpose:

The Sr. Director, Multi Channel Services will be responsible for developing and driving key strategic programs and initiatives that integrate the online business services within the Customer Management organization.  This role will partner with other verticals, analytics and delivery operations to ensure seamless alignment on all initiatives.  The Sr. Director will help develop the vision, strategy, and priorities for integration initiatives based on assessment of value to the organization.  This position will share responsibilities for growing both revenue and profitability thought interactive / digital interfaces including internet and other logical channel extensions.

Job Description

Responsibilities, activities and processes associated with this role:
 Definition of multi-channel propositions
 Thought leader on emerging trends in customer contact channels
 SME on social media as a customer contact channel
 Definition of customer journey across multiple contact channels
 Educate vertical sales/AM leads on multi-channel propositions
 Defines MC strategy
 Creates go-to market plan (within CM as well as other verticals)
 The face to other verticals marketing as well as external clients
 Develops, leads and manages key integration projects to ensure that projects are on schedule, deliverables are met, and adjustments are made in accordance with business needs
 Drives change through communication of vision and objectives to gain organizational buy in.
 Builds relationships with key stakeholders to ensure success of all relevant opportunities throughout the organization.


 Experience of developing multi-channel customer contact frameworks
 Implementation of integrated multi-channel customer contact
 Demonstration of delivering profit in a multi-channel environment
 Client-facing experience
 Expert understanding of Project Management
 Expert understanding of software development and infrastructure project lifecycles within Vertex
 Ability to effectively manage time, prioritize work, multi-task across many assignments and delegate
 Ability to assess the impact of new project requirements on an existing team workload
 Technical writing skills producing clear and unambiguous deliverables
 Experience creating Business Requirements, Project Plans, Project Schedules and associated project materials
 Experience with supporting both purchased and in-house developed hardware and software applications
 5-8 years minimum Management, Team Lead, or other equivalent leadership experience
 5 years minimum experience developing business solutions with a variety of tools
 Business travel required - 50% +

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