Consumer Care Technology Senior Advisor

Washington, DC
Sep 20, 2020
Oct 18, 2020
Full Time
Business Unit Description

***Please note this position will be located in Washington, DC or Lakewood, CA.***

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name. As a trusted source for news and information, AARP produces the world's largest circulation magazine, AARP The Magazine and AARP.

Integrated Communications and Marketing (ICM) is a multimedia, service-focused communications and marketing operation that leads in shaping the impression of AARP by providing communications planning, marketing, support and execution for AARP's strategic business units.

The Consumer Care Technology Senior Advisor reports directly to the Director, Technology Strategies & Business Processes within Consumer Care. The Technology Sr. Advisor is responsible for providing leadership and guidance in the design, development, customization and implementation of all contact center technology, including the contact center transformation technology roadmap. The Technology Sr. Advisor will provide project management expertise and business needs in order to plan, organize, control and deliver multiple technology level projects through project team or manage large projects on their own. The Technology Sr. Advisor will be the responsible for Security/Compliance projects for Member Communication. This position works closely with Information Technology (IT) but resides within the business operations area.
  • Serve as technical liaison and subject matter expert for contact center technology projects.
  • Determine priorities and schedules for system related work (defects, enhancements and new implementations) for assigned applications/systems/processes. Identify business unit needs, risks and resource constraints.
  • Negotiate with internal client groups, IT and external vendors to schedule and prioritize release work.
  • Plan, manage and execute User testing of applications, systems and/or process changes/upgrades at key phases of development. This includes writing test plans, developing test cases with expected results and schedule tests.
  • Review test results. Identify issues needing further investigation, development or testing. Determine if results meet requirements or not. In the event test results do not meet all requirements, determine the risks and benefits of further work vs. risks and benefits of accepting the work. Sign off on User Testing and certify release/upgrade it ready for production.
  • Identify and understand end users that are most critical to project success based on the impact of system changes.
  • Work with internal clients and external vendors to understand and improve business solutions through process improvements and technology enablement.
  • Acts as primary point of coordination/aggregation of business requirements.
  • Ensures business requirements are defined and feasible.
  • Maintains ownership of functional description of business plan
  • Verifies business requirements are supported in all IT implementations plans.
  • Provides business planning expertise for deploying solutions to minimize business risk.
  • Evangelize security within Member Communications and be an advocate for member trust. Includes the following focused areas:
    • Develops and maintains regular reporting and analytics
    • Lead security compliance efforts (e.g., PCI Audits and Third Party Audits) and anticipate new compliance requirements
    • Work closely with ITS Information Security and internal audit on issues and projects
    • Engage with Member Communications stakeholders and Contact Center to identify information technology and security solutions required to meet organizational, regulatory and strategic compliance requirements and objectives. Coordinates with internal and external agents, managers and support staff to review, analyze and resolve system outages, system errors, reporting and workflow issues.
  • Possess 8+ years Operation experience within a contact center.
  • Demonstrated ability to direct and manage quality reviews and quality control monitoring for large, complex business and technology programs.
  • Must be entrepreneurial, self-started who possesses excellent time management skills and the ability to manage multiple implementation/project simultaneously.
  • Ability to work efficiently as an individual contributor and a member of a cross-functional team.
  • Strong technical call center skills including knowledge of, ACD, CTI, , IVR and CRM solutions. Salesforce solutions preferred.
  • Bachelor's degree or equivalent work experience
  • Strong project management skills
  • Excellent customer verbal and written communications skills.
  • Experience working in agile development environment preferred.
  • Ability to travel up to 25% of the time as required.
  • Must be available to work outside of normal hours, evenings and/or weekends as required to support contact center operations and system releases

***Please note this position will be located in Washington, DC or Lakewood, CA.***
Benefits Offered

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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