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Engagement Director

Company: TTEC
Location: Huntington
Posted on: June 22, 2022

Job Description:

At Avtex, a TTEC Digital Company, we're all about the Human Experience. Elevated. As an Engagement Director working remotely you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.What You'll be Doing The Engagement Director is responsible for leading, guiding and owning multiple complex, large transformation engagements and ensuring client success, which includes ensuring business objectives and outcomes are met, overseeing end to end successful delivery of multiple large programs, delivery of financial metrics around program portfolio and managing client relationships and escalations. In addition, this position is responsible to assist in cross sell, up sell, driving CSAT, SME knowledge & best practices across the entire Consulting & Delivery practice. - During a Typical Day, You'll

  • Driving Business Success
  • Responsible for Engagement Management by focusing on client relationships, cross sell and up sell opportunities, thereby contributing to additional business within the portfolio.
  • Demonstrates professionalism and leadership in representing Avtex to customers and vendors.
  • Acts as an Executive Sponsor on multiple projects and programs. Provides guidance across complex, strategic initiatives.
  • Owns, plans, and leads Enterprise Projects & Programs across complex, large transformation engagements.
  • Responsible for Global Delivery Center (Offshore) collaboration and driving work offshore. Responsible for driving and executing on tangible metrics around offshore contribution to business.
  • Meets/exceeds billable expectation as determined by management (up to 25%)
  • Owns Profit/Loss across a portfolio of projects with focus on contribution margin & realization while ensuring delivery against company budget. -
  • Client Relations
  • Oversees, leads and guides end to end successful delivery of multiple parallel programs with laser focus around scope, client objectives, budget, timeline, thereby ensuring both Client and Project Success.
  • Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs and guiding the teams across risks, issues, and roadblocks.
  • Responsible for owning, managing, and solving customer escalations by analyzing the issues, doing root cause analysis, managing multiple stakeholder expectations, and bridging gaps.
  • Drives Customer Satisfaction & Reference-ability by being a trusted advisor to customers and leading by example. -
  • Leadership and Collaboration
  • Collaborates with the VP of Consulting & Delivery and VP of PMO to implement strategic process improvement initiatives, implementing new tools and templates, delivery excellence initiatives and estimation refinement through continuous improvement
  • Collaborates with Capability Directors and Manager, PMO on staffing projects effectively, resource management and feedback, bookings, hiring plans and skills development.
  • Collaborates with Sales and PSAs on SOWs, estimation reviews and approvals, best practices in sales/delivery collaboration and process improvements in sales/delivery collaboration.
  • Provides leadership, coaching, fostering a culture of accountability, professional development, high-performance, resourcefulness, and ethical behavior.
  • Provides thought leadership, SME knowledge and consulting and delivery industry best practices.
  • This position will provide work direction, feedback, and drive accountability of all resources (PMs, PSAs, Seniors, Consultants, Associates etc.) across multiple projects and programs.What You Bring to the Role
    • Bachelor's degree in computer science, business or related area preferred. - Equivalent experience considered.
    • 10 years of enterprise delivery experience, including experience of leading or managing large programs ($3M , 12-15 months duration, 15 team members), preferably with Microsoft tools/technology.
    • 8 years of Dynamics Business Applications experience, preferably in a consulting/professional services environment.
    • 5 years of engagement management experience. Any past client partner, sales portfolio or account management experience is a bonus.
    • 5 years of experience of leading or working with offshore teams preferred
    • Proven delivery experience in managing delivery portfolios of $10M and experience in leading and managing multiple parallel large, complex D365 transformation programs. Global experience preferred.
    • Advanced proficiency and/or certification on Project Management and different Project Management styles like Waterfall, Agile, Scrum etc. is preferred
    • Excellent communication skills; both written and verbal. Ability to articulate and simplify technical concepts to non-technical personnel and client representatives.
    • Proven leadership skills, ability to gain credibility and deal with adverse situations with both internal and external stakeholders
    • Strong understanding of business operations and processes, and the ability to identify and implement IT solutions that solve management needs.
    • Demonstrated cross functional collaboration skills with ability to influence others with or without direct authority to achieve desired outcomes.
    • Ability to provide feedback, coaching and mentorship to a team with the goal of fostering a positive, results-oriented team.
    • Mastery of problem-solving and critical thinking skills which enable strategic decision-making.
    • Team player, with the ability to collaborate effectively both within the team and across the organization.
    • Demonstrated drive for excellence in the delivery of quality customer solutions and experience.
    • Travel requiredWhat You Can ExpectThe anticipated range for individuals expressing interest in this position is $160,000 - $190,000 base salary. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. Benefits available to eligible employees include the following:
      • Medical, dental, and vision
      • Tax-advantaged health care accounts
      • Financial and income protection benefits
      • Paid time off (PTO) and wellness time offAbout Avtex, a TTEC Digital CompanyAt Avtex, a TTEC Digital Company, we've worked hard to create a culture that promotes teamwork, creativity and an effective balance between work and the life outside of it. We are committed to attracting the best and brightest, retaining the best and brightest and building an enviable culture. In short, we want our employee experience to inspire people. We are passionate about building and sustaining an inclusive and equitable working environment. - We encourage all individuals who believe they have the skills and drive necessary to succeed in this position to apply. -In March of 2021, Avtex was acquired by TTEC. The acquisition is aligned to TTEC's continued focus on driving organic growth through the omnichannel enablement of the most innovative and disruptive brands in the digital economy. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don't take our word for it, check out some of the diversity and women in leadership awards on Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC .Employment Requirements: TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Keywords: TTEC, Huntington , Engagement Director, Executive , Huntington, West Virginia

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