Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.
Who We Are
Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.
What We Do
Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.
How We Work
We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.
Our Culture
We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.
Our Values
We encourage our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:
Servant's Heart—We believe in caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
Craftsman's Attitude—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).
Growth Mindset—We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
Your Role:
- Lead business decision meetings as the subject matter expert (SME) and trusted advisor, providing strategic guidance and consultation with customer's business team and Intradiem champions during implementations at a large healthcare customer.
- Manage multiple implementation projects, ensure timely completion with quality results, prioritize responsibilities, and effectively track progress.
- Build trusted advisor relationships with the customer’s executives and Intradiem champions to consult on best practices and proven solutions, maximizing the value and benefits of their Intradiem investment.
- Configure and manage the solution to align with the customer's objectives and requirements identified during business delivery meetings.
- Provide launch as well as ongoing support to the customer’s business team and other Intradiem champions, ensuring successful adoption by implementing Intradiem solutions and best practices.
- Provide troubleshooting support to assist with tracking and measuring the initial adoption of Intradiem against customer defined goals and objectives to ensure successful implementation and usage.
- Collaborate with internal cross-functional teams to develop and deliver high-quality services, maintaining strong working relationships to ensure customer satisfaction.
- Identify, document and communicate best practices, key trends, and process improvements.
- Conduct all business in accordance with Intradiem policies and procedures.
- All other duties as assigned.
Your Background:
- Bachelor's degree or 5+ years of experience in project management, software implementation, or Workforce Management role.
- Have 3+ years experience with business consulting and process improvement.
- Experience interfacing with external customers, sales, consulting services and executive management.
- Experience with SaaS software solutions.
- Excellent Change Management skills, including the ability to influence, motivate and persuade.
- Strong experience with Microsoft Excel, Word, and PowerPoint
- Strong ability to convey functional information to non-technical personnel at all levels; and good listening skills to translate requirements from non-technical customers into requirements for the Product Management team.
- Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
- Excellent written and oral communication skills, including presentation skills and ability to consult remotely and onsite.
- Desire and ability to proactively research solutions and best practices.
- Excellent reasoning and analytical skills.
- Strong customer focus and service orientation.
- Self-driven, with excellent time management skills.
- Hands-on, individual contributor and collaborative team player
- Experience in the healthcare industry is preferred
- Experience with contact centers is preferred
Work Authorization:
Candidates must have the legal right to work in the country where the role is based at the time of application. Verification of identity and employment eligibility will be required during onboarding.
Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
What We Do
Intradiem provides Intelligent Automation Solutions for customer service teams. This real-time automation unlocks the value of your center data to maximize productivity, engagement, and customer experience. Our patented AI-powered technology processes the massive amounts of data generated by your center - in real-time - and takes immediate action to support staff working in the center or remotely - every minute of every day. This intelligent technology has been built on the management best practices of dozens of the world’s leading brands, and it continues to become more powerful every day. The result for customers is increased productivity and a guaranteed return on investment, with typically a 2x payback in year one and a 3-5x return in subsequent years. We are powering over 1 billion automated actions annually and have saved our customers over $100 million in annualized savings, all while improving employee engagement and the end-customer experience.
