Customer Service Strategy and AI Manager

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    "ExternalDescriptionStr": "<h2><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">SUMMARY</span></span></h2><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">We are seeking a department leader to oversee and organize key functions within Customer Service operations. This role is responsible for managing the U.S.-based Customer Service team, including staff performance, service level agreements, quality standards, revenue, and expenses. The position will also lead AI initiatives across the department to improve efficiency and service delivery, play a major role in workforce management through forecasting volume, revenue, and expenses, and support the successful onboarding of new clients. Ideal candidates will bring strong operational leadership, customer service management experience, analytical skills, and a focus on process improvement.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>Essential Functions</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Maintains confidentiality of CDS Global and its clients’ proprietary information.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Directs, plans, coordinates, and organizes major functions of one or more departments, with primary leadership responsibility for the U.S.-based Customer Service operation.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Manages Customer Service staff, service level agreements, quality expectations, revenue, and expenses to ensure operational effectiveness and client satisfaction.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Establishes and monitors short- and long-range goals and objectives based on company strategy, client needs, and industry direction.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Develops, implements, and/or revises department procedures, budgets, workforce planning practices, and client care protocols.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Leads and supports AI initiatives across the Customer Service department to improve service delivery, operational efficiency, and business outcomes.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Oversee workforce management tools and processes, including forecasting customer contact volume, staffing needs, revenue, and expenses.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Maximizes departmental resources to enhance division effectiveness and efficiency within CDS Global.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Maintains regular communication with clients, management, and staff, including supporting the onboarding of new clients and ensuring smooth operational transitions.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Consults, trains, and/or conduct presentations of pertinent information to management, clients, and staff.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Establishes and maintains effective communication with other CDS Global business units.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Communicates department objectives, performance expectations, and strategic priorities to staff.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Organizes, administers, or authorizes major department functions including, but not limited to, personnel changes, career development, disciplinary actions, transfers, promotions, compensation, leaves of absence, and CDS Global policy administration.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Authorizes departmental expenditures within pre-approved budgetary guidelines.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Advises and consults with others on complex matters requiring application of legal, financial, technical, operational, and management principles.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Continually learn and apply new information in a fast-paced, dynamic environment.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Interacts in a cooperative and professional manner with all levels of employees, clients, and vendors in a team-oriented environment.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Follows all CDS Global ergonomic and safety policies.</span></span><br><br>&nbsp;</li></ul><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>Additional Duties and Responsibilities</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Travels occasionally when required or requested.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">May work extended hours as required or requested.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Perform additional duties as required or requested.</span></span></li></ul><p><br><span style=\"font-family: Arial, sans-serif;\"><strong><u>EDUCATION AND/OR CERTIFICATION, SKILLS AND LICSENING</u></strong></span></p><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Bachelor’s Degree in Business, Management or related field, or comparable work experience.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Five or more year’s experience in industry related field or management; preference for CDS Global work experience.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Above average PC knowledge/skills.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Excellent written, verbal and presentation skills.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Demonstrated knowledge and/or experience generating business options, visualizing possibilities and formulating new approaches.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Demonstrated research and troubleshooting skills.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Proven successful leadership experience.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Demonstrated knowledge of annual work planning and budgeting, and capability of leading staff through same process.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">If required to travel, has access to transportation requiring a valid driver’s license and proof of safe driving record.</span></span><br>&nbsp;</li></ul><p style=\"background-color: white;\"><span style=\"color: rgb(51, 51, 51);\">The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be a complete list of all responsibilities, duties and skills required of personnel assigned to this job.</span><br><br>Accepting applications with resume through Monday, May 25.&nbsp;</p><p style=\"background-color: white;\"><span style=\"color: black;\">Hybrid:<span>&nbsp; </span>#LI-Hybrid</span><br><span style=\"color: black;\">Onsite:<span>&nbsp; </span>#LI-Onsite</span><br><span style=\"color: black;\">Remote: #LI-Remote (State of Iowa Only)</span></p><p style=\"background-color: white; margin-bottom: 12pt;\"><span style=\"background-color: white; color: black;\">Post Offer, Pre-employment background check(s) conducted on qualified candidates.</span><br><span style=\"background-color: white; color: black;\">Post-offer, pre-employment drug/health screening(s) required for some positions.</span><br><span style=\"color: black;\">Equal Opportunity Employer - Veterans/Disabled</span><br>&nbsp;</p><p style=\"background-color: white; margin-bottom: 11.25pt;\"><a name=\"_Hlk117773120\"><span style=\"color: black; font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>What you can expect when you join CDS Global:</strong></span></span></a></p><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p style=\"background-color: white; line-height: 105%;\"><span style=\"color: black; font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt; line-height: 105%;\">Full time benefit eligible employees’ reimbursement up to $750 per month for qualified expenses relating to Child and Dependent Care</span></span></p></li><li><p style=\"background-color: white; line-height: 105%;\"><span style=\"color: black; font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt; line-height: 105%;\">Our competitive benefit packages include two options for our Medical Health Plans: High Deductible and Traditional.&nbsp; We also offer comprehensive Dental and Vision plans.&nbsp;</span></span></p></li><li><p style=\"background-color: white; line-height: 105%;\"><span style=\"color: black; font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt; line-height: 105%;\">In addition, we offer generous PTO, Holiday Pay, Basic/Voluntary Life and Accidental Death and Dismemberment insurance, Short &amp; Long Term Disability, Wellness and Tuition Reimbursement Programs.&nbsp;</span></span></p></li><li><p style=\"background-color: white; line-height: 105%;\"><span style=\"color: black; font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt; line-height: 105%;\">Our 401(k)-retirement saving plan allows you to start contributing immediately to your retirement account.&nbsp;</span></span></p></li><li><p style=\"background-color: white;\"><span style=\"color: black; font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">CDS Global will provide eligible employees with paid parental leave for new parents.&nbsp;</span></span></p></li></ul><p>&nbsp;</p><p style=\"background-color: white; margin-bottom: 12pt;\"><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">We strive to create an environment that brings the power of diversity to life.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">At CDS Global, our mission, vision, and values aren’t just statements on a wall — they guide everything we do, and we’re proud to share them with every potential team member:</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>MISSION</strong></span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Create positive outcomes by inspiring employee growth, empowering client success, and delivering innovative solutions for all those we serve.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>VISION</strong></span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\">Be recognized as the trusted world leader in intelligent solutions, seamlessly elevating relationships and empowering those we serve to achieve their boldest endeavors.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>VALUES</strong></span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>Integrity</strong>: We uphold honesty, transparency, and accountability in all we do.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>Innovative</strong>: We embrace bold thinking and leverage technology to fuel growth, progress, and solutions.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>Excellence</strong>: We pursue world-class quality and continuous improvement in everything we do.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>Collaborative</strong>: We harness the power of teamwork, leveraging diverse perspectives to create smarter solutions.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>Curiosity</strong>: We seek knowledge, challenge ideas, and explore new possibilities.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 12pt;\"><strong>Compassionate</strong>: We lead with empathy, respect, and a commitment to making a positive impact on everyone we serve.&nbsp;</span></span></p><p>&nbsp;</p><p><strong>Job Recruitment Scams Warning</strong></p><p>It has been brought to our attention that there have been instances of fraudulent job offers, purporting to be from Hearst and/or its affiliates. These messages have been offering fraudulent employment opportunities to applicants and often asking for sensitive personal and financial information.</p><p>&nbsp;</p><p>Please note that these communications are fraudulent. They do not originate from Hearst or any brands owned by Hearst nor are they associated with the Hearst recruitment process.</p><ul style=\"list-style-type: disc;\"><li>Hearst (or any of the organizations that recruit on our behalf) will never ask for any money or payments from applicants, at any point in the recruitment process.</li><li>All individuals who are successful in gaining an offer of employment from Hearst, whether directly or indirectly, are always required to go through a formal recruitment process, which will always involve a virtual or in person meeting with a Hearst employee or representative.</li></ul><p style=\"margin-left: 0.5in;\">&nbsp;</p><p>The FTC has issued helpful guidance about these types of scams at&nbsp;<a target=\"_blank\">https://consumer.ftc.gov/consumer-alerts/2021/04/dont-let-job-scams-block-your-path-forward</a>.</p>",
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