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PayPal IVR Channel Strategy Manager 
United States, Ohio, Toledo 
87676706

18.08.2024

What you need to know about the role-


Your way to impact

  • Design and implement self-service strategies and solutions across IVR and other channels like Chatbot, Help Center, and Community to enhance self-service and customer experience.
  • Define the channel roadmap, develop business cases, prioritize initiatives, and execute strategies to achieve success KPIs for the IVR channel.
  • Lead and coordinate with stakeholders to deliver initiatives related to self-service IVR development and enhancements, managing timelines and communicating progress.
  • Stay updated on industry trends and best practices in self-service features, delivering innovative service solutions through IVR technology.

Your day to day

In your day to day role you will...

  • Maintain day-to-day IVR channel operations and support Risk and Compliance requirements.
  • Collaborate with cross-functional teams to develop and integrate new self-service functionalities, improve call flows, and enhance customer experience.
  • Partner with data analytics to monitor IVR performance metrics and optimize user experience.
  • Perform root cause analysis to understand customer behavior and pain points, defining IVR self-service strategies aligned with company goals.

What do you need to bring

  • 7+ years of experience managing IVR systems focused on customer service in the technology or financial services industry.
  • Proficiency with IVR platforms (e.g., Avaya, Genesys, Google Dialog Flow), telephony systems, VoiceXML, SIP, and leveraging Gen AI technologies/tools for IVR.
  • Familiarity with regulatory requirements for transaction and PII data security in payments and financial services.
  • Strong analytical skills to interpret data, generate insights, and drive data-driven decisions to optimize IVR performance.
  • Excellent verbal and written communication skills for effective collaboration, influencing stakeholders, and confident presentations to senior leaders and peers.

Our Benefits:

Any general requests for consideration of your skills, please