Manager, Client Services Application Full Time NEW

Manager, Client Service Applications

Technology | Dallas, TX

Reports to: VP, IT Infrastructure & Client Exp. Innovation

Role Overview

The Manager, Client Services Application is responsible for the comprehensive management, support, and optimization of our diverse suite of client services applications, which are fundamental to delivering an elevated client experience within our best-in-class call center. The successful candidate will oversee both our existing legacy environment and a growing portfolio of complex, cloud-based platforms, including Salesforce Service Cloud, Commerce Cloud, Vonage, and new Order Management System (OMS) platforms. As our call center operations continue to expand, particularly with the integration of the LATAM call center, this role will be pivotal in ensuring business continuity, driving system enhancements, and providing expert guidance across the entire application landscape.

Responsibilities

• Application Management & Support: Provide expert-level application management and support for a wide array of client services applications, ensuring high availability, optimal performance, and seamless operation for our call center.
• Cloud-Based Platform Expertise: Oversee and manage complex, robust cloud-based applications, leveraging their capabilities to deliver an elevated and consistent client experience.
• System Oversight: Maintain a complete and holistic overview of all applications supporting the call center, ensuring they collectively contribute to a best-in-class operational environment.
• Hybrid Environment Management: Strategically manage and support both existing legacy systems and integrate new, cutting-edge platforms, ensuring smooth transitions and interoperability.
• New System Implementation & Optimization: Lead the support, maintenance, and optimization efforts for key new systems, including Salesforce Service Cloud, Salesforce Commerce Cloud, Vonage, and new Order Management System (OMS) platforms.
• Business Continuity: Play a critical role in ensuring the business continuity of call center operations, with support responsibilities becoming increasingly vital as the call center grows in scale and complexity.
• System Enhancement & Development: Actively participate in and contribute expertise to new system enhancement and development initiatives, influencing the future direction of our application landscape.
• Scope Expansion & Integration: Proactively manage and expand the support scope to accommodate the integration of new regions, such as the LATAM call center, ensuring consistent service delivery.
• Technical Leadership: Serve as a subject matter expert for client services applications, providing technical guidance, troubleshooting complex issues, and implementing effective solutions.
• Documentation & Best Practices: Develop, maintain, and update comprehensive documentation for application configurations, operational procedures, and troubleshooting guides.
• Performance Monitoring: Continuously monitor application performance, identify potential bottlenecks or issues, and implement proactive measures to prevent disruptions and ensure system health.
• Stakeholder Collaboration: Collaborate effectively with internal technology teams, business stakeholders, and external vendors to align application capabilities with business needs and strategic objectives.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree preferred.
• Minimum of 4+ years of progressive experience in application management, support, or a similar role, specifically within a client services or call center environment.
• Demonstrated expertise in managing and supporting complex, cloud-based application ecosystems.
• In-depth, hands-on experience with Salesforce Service Cloud and Salesforce Commerce Cloud is essential.
• Familiarity with communication platforms such as Vonage.
• Full end to end payment handling and processing / setup and integration.
• Proven experience with Order Management Systems (OMS) platforms.
• Ability to effectively manage and support both legacy and modern application environments.
• Strong understanding of the software development lifecycle (SDLC) and experience contributing to system enhancement and development projects.
• Solid grasp of business continuity planning and disaster recovery principles as they apply to critical business systems.
• Exceptional problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues efficiently.
• Excellent communication, interpersonal, and presentation skills, capable of articulating technical concepts to both technical and non-technical audiences.
• Proven ability to work effectively in a dynamic, fast-paced environment with evolving requirements and expanding support scopes.
• A proactive, results-oriented approach with a strong commitment to delivering high-quality service and support.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!