Senior Manager, Customer Service Adoption

Key Skills

Aartificial intelligence, Customer Service, Effective communication skills, Machine learning techniques, Natural Language Processing (NLP), Predictive analytics, Product Management, Program Management, UI design, UX design

Job Description

Looking for an opportunity to work with a collaborative team to innovate on how AI & automation can change how enterprises work? Are you excited about the possibility of working with the world’s largest brands – like Verizon, Bank of America, Starbucks, Ford, and more – to define implementation best practices and drive client adoption? Are you interested in painting the vision for how we standardize and industrialize Pega solution delivery? If you are – this is the role for you. Pega is at the forefront of revolutionizing how the world builds software. And this role is right at the center of it all.

What You'll Do at Pega:

• Become a subject matter expert for Pega Platform and Customer Service – focusing on defining and standardizing implementation best practices and repeatable solutions.
• Engage directly with clients & partners on early adopter activities.
• Define and execute lab exercises to implement and validate new product capabilities, define delivery best practices and polish the product, documentation and enablement.
• Collaborate with product management, sales, enablement, support and delivery teams.
• Develop programs for thought leadership, implementation guidance for new product capabilities, field enablement and driving early client adoption.
• Evangelize Pega at conferences, tradeshows, & industry events.

Who You Are:

• A technology adoption advocate – interested in improving how Pega's technology is used to deliver repeatable, scalable, transformational solutions for our clients.
• Confident enough to challenge anyone on their viewpoint, when it needs challenging.
• Highly organized and adept at managing multiple workstreams and facilitating activity within cross-functional teams representing product, sales, marketing, support, enablement and delivery.
• Eager to get out in front and speak your mind, at any time – whether that’s during a meeting, dinner, conference breakout, or keynote presentation.
• Energized by debating implementation, adoption and change management approaches with VP+ level exec.
• Tech-savvy and collaborative enough to earn the product team’s and delivery teams’ trust.

What You've Accomplished:

• 5-10 years of development, delivery, sales, or product management experience.
• Experience working in a high-tech firm, or in a software implementation environment, ideally related to workflow automation or customer service software.
• Exceptionally strong writing and communications skills demonstrated via software delivery and technology-oriented white papers, implementation reference guides, delivery proposals, program management and change management assets, webinars, or video content.
• Working knowledge of software delivery best practices, program management, change management, and quantitative discipline like economics, mathematics, or analytics.
• Basic grounding in workflow automation and customer service applications, and in technology-enabling capabilities like AI, predictive analytics, machine learning, and natural language processing.

Pega Offers You:

• Opportunity to define implementation best practices and drive client and field adoption of cutting edge technologies like process AI, process mining, UI/UX, generative AI, machine learning, and automation.
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company.
• Continuous learning and development opportunities.
• An innovative, inclusive, agile, flexible, and fun work environment.