Manager, CRM Solutions, Call Center Technology

Sirius XM Washington , DC 20319

Posted 3 months ago


Location: Washington, D.C.

Position Summary:

The Manager role is to gather, analyze, specify, and validate the business needs of project stakeholders related to customer agent desktop, subscriber management and billing systems projects. This includes interviewing stakeholders and gathering and compiling user requirements to convey a high level solution, or multiple solution options, to development teams. Once an agreed-upon solution has been identified, the Manager is responsible for documenting the detailed functional requirements, and be the lead functional manager for the end-to-end project throughout the software lifecycle. The Manager will also apply proven communication, analytical, and problem-solving skills to help support the development process, and to ensure that project deliverables are met according to specifications.

Duties and Responsibilities:

  • Partner with multiple teams across the business to define the technical solutions for enhancements to the subscriber management, billing and Agent desktop systems.

  • Conduct iterative requirements sessions with the project team to define functional system requirements in a clear manner that is comprehensible to developers/project team.

  • Lead JAD sessions with architecture team to ensure system support for stated functional requirements when necessary. Establish alternative cases when applicable.

  • When projects span multiple technical teams, understand and manage the end-to-end solution as a project lead, ensuring all points of interface are accounted for

  • Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.

  • Collaborate with project managers and project sponsors to determine project scope and vision.

  • Create process models, use-cases, and flow diagrams to provide direction to developers and/or the project team.

  • Communicate changes, enhancements, and modifications via proper change request management procedures to alert project managers, sponsors, and other stakeholders, so that issues and solutions are understood.

Supervisory Responsibilities:

  • There are no direct supervisory responsibilities associated with this job, however, when assigned as the functional lead on a multi-system project, the Manager will be responsible for ensuring other business analysts are meeting milestones, and accurately documenting requirements pertaining to system interfaces and points of data transfer in order to ensure requirements are in compliance with the end-to-end solution.

Minimum Qualifications:

  • Bachelor's degree in business administration, computer science or information systems related field with at least 5 years experience.
Requirements and General

  • Proven experience creating systematic and consistent requirements specifications in both technical and user-friendly language.

  • Experience overseeing the design, development, and implementation of software solutions, systems, or products.

  • Knowledge of subscriber management and billing software.

  • Knowledge of agent desktop systems and 360 views of the customer data.

  • Excellent analytical, mathematical, and creative problem-solving skills.

  • Excellent listening, interpersonal, written, and oral communication skills.

  • Logical and efficient, with keen attention to detail.

  • Highly self-motivated and directed.

  • Ability to effectively prioritize and execute tasks within a given timeline.

  • Experience working in a team-oriented, collaborative environment.

Technical Skills:

  • Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Visio).

  • Working technical knowledge of Java applications, web services, and Oracle database architecture preferred.

  • Experience writing and executing SQL queries.

  • Experience with UI design and wireframes.

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.

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Manager, CRM Solutions, Call Center Technology

Sirius XM