Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.
Who We Are
Intradiem is a technology company on a mission to reinvent customer service through automation.
What We Do
We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.
How We Work
We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.
Our Culture
We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.
Our Values
We believe in service, encouraging 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—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—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
- Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.
What this role will be doing:
- Lead the Project Management Office, focusing on client facing technical projects including implementations, pilot, migrations, upgrades etc. that directly impact customer engagement, satisfaction, and success.
- Develop and oversee the execution of project plans that enhance the customer journey from onboarding through ongoing support, integrating key customer enablement strategies.
- Care for the Customer Experience by ensuring low Customer effort, and monitoring the Customer sentiment throughout the journey.
- Enable team of Project Managers, ensuring projects are delivered on time, within scope, and with high satisfaction.
- Collaborate with cross-functional teams, including Technical Experience, Product Management, Sales, Customer Support, and Marketing, to ensure project outcomes align with customer needs and business objectives.
- Drive the adoption and refinement of project management methodologies that specifically cater to customer-facing initiatives, ensuring best practices.
- Establish and monitor performance metrics for customer enablement projects, analyzing outcomes to continuously improve project delivery and customer interactions.
- Act as a key stakeholder in strategic planning sessions, providing insights and recommendations on how to enhance customer engagement through project initiatives.
- Lead change management efforts for customer-centric projects, ensuring that all stakeholders are informed, engaged, and supportive of project goals.
- Maintain and strengthen high-level customer relationships through regular reviews and updates on project progress and outcomes.
- Effectively partner with the Sales organization via the Customer Operations contributor for Statement of Work execution, delivery, presentation and project planning efforts prior to signature.
- Conduct all business in accordance with Intradiem policies and procedures.
- All other duties as assigned.
What this role needs to succeed:
- Bachelor’s degree in Business Administration, Project Management, or a related field.
- 8+ years of experience in project management within a PMO, with a strong focus on customer-related projects and initiatives.
- Demonstrated experience leading PMO teams, with a proven track record of enhancing customer experiences and outcomes.
- Strong leadership and organizational skills, capable of managing multiple projects simultaneously while ensuring effective team performance and project delivery.
- Excellent communication and interpersonal skills, adept at managing stakeholder relationships and team dynamics.
- In-depth knowledge of project management tools and software, ideally with experience in environments that utilize SaaS solutions.
- Proven ability to analyze project outcomes and make data-driven decisions to improve future project implementations and customer satisfaction.
- Experience in managing budgets and resources effectively, aligning project needs with departmental and organizational financial guidelines.
Work Authorization:
Candidates for positions with Intradiem must be legally authorized to work in the United States. 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.
