Voice Technology, Strategy & Analytics Manager

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

The Voice Technology, Strategy & Analytics Manager is responsible for defining, delivering, and managing the lifecycle of one or more products in Allstate's growing product portfolio. The Voice Technology, Strategy & Analytics Manager manages strategic product vision, product discovery, roadmaps, and backlog to maximize the customer and enterprise value provided by their product. Successful managers help to identify assumptions and validate those assumptions using product discovery techniques. The Voice Technology, Strategy & Analytics Manager is responsible for working closely with key stakeholders and partners, ensuring the successful definition and execution of go-to market and communications strategies for their products.

Responsibilities & Requirements:

• Extensive experience in project management, including managing senior management expectations.
• Experience in customer journey mapping
• High expertise in telephony systems such as Avaya, Amazon Connect, Cisco, Genesys, etc. Understanding both end-user perspectives and underlying technical workings.
• Comprehensive understanding of all parts of a call center, with emphasis on designing and updating call routing.
• Knowledge of Work Force Management systems, tools and call routing strategies.
• Able to strategically understand and/or utilize tools and data querying languages such as SQL, MySQL, or R. Ability to understand, analyze, and explain data to users of varying technical levels.
• Familiar with networking, infrastructure and other critical components for call center operations.
• Skills in designing effective and efficient call routing strategies, leveraging tools inside and outside the telephony platform to enhance system capabilities.
• Ability to make strong data-driven decisions and explain data insights clearly.
• Proficiency in reporting tools and an ability to analyze and explain data to users.
• Experience in data querying languages.

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 7 or more years of experience (Preferred)

Supervisory Responsibilities

• This job does have supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

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Skills

Avaya Technologies, AWS Direct Connect, Business Case Analyses, Call Routing, Cisco Technologies, Data Insights, MySQL, Product Management, Product Roadmapping, Product Strategies, Reporting Tools, Structured Query Language (SQL), Systems Thinking, Telephone System

Compensation

Compensation offered for this role is $112,000.00 - 196,750.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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