Head of Business Solutioning

At Percepta, we bring first-class service across each market we support. As a Head of Business Solutioning working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Business Solutioning Team is responsible for managing, scoping, and developing the business solution for new business, new programs, or significant updates to existing programs. Members of the Business Solutioning Team exhibit a deep knowledge of how BPO contact centers operate in general, and of Percepta and our clients’ in particular, across processes, services, products, and the technical capabilities to bring them together in CX and EX solution designs that meet the diverse needs of our business partners.

The Head of Business Solutioning is a player-coach responsible for leading your own business solutioning projects as well as managing a team of business Solution Architects. As a player, the Head of Business Solutioning will work closely with Percepta and Client business leaders, product owners, internal business solutions and SME teams to create customer / agent experience solutions that best leverage Percepta and our clients’ operating models and available technology toolsets. The solutions designed are a key driver for Percepta’s’ ability to deliver on our clients’ business goals. As a coach, the Head of Business Solutioning continually optimizes the processes that drive Percepta’s enterprise business solutioning practice to include measurable goals and outcomes.

During a Typical Day, You’ll

• Establish standardized and repeatable solutioning practices that enable on time delivery of documented and approved solutions that include the required information to transition to the deployment and operational teams.
• Foster a culture of continuous learning within your team, promoting the development of their Percepta and client business acumen, technical expertise, and industry knowledge.
• Ensure solutioning team members have and maintain the level of business and technical knowledge required to design effective CX and EX solutions that align to business goals and within established strategic and technical frameworks.
• Work collaboratively with senior leaders across the organization and senior client partners to establish a cross-functional business solutions team of SME’s and representatives that are responsible for solutioning guidance and inputs for the areas they represent.
• Develop and maintain a library of resources tailored to enable quick and comprehensive CX solutions that minimizes the need to reach out to clients and/or Percepta functional teams for solution inputs.
• Take on special projects that leverage your strengths and support tactical or strategic business needs.
• A player-coach responsible for leading the dedicated Business Solutions Team, accountable for:
• Triaging new intakes, assessing the need, and assigning the right team members to effectively scope and recommend resource allocation for full solutioning and launch.
• Leading weekly Portfolio Management Clearinghouse sessions to gain organizational alignment and prioritization of new projects.
• Managing the workflow of the business Solutioning Team.
• Coordinating status updates, weekly checkpoints escalating workload distribution issues or barriers to ensure deadlines are managed effectively.
• Ensuring knowledge sharing among Architects.
• Ensuring the team understands and translates business requirements into a detailed, compelling solution offering, with the appropriate implementation approach and solution overview using the right collection of offerings from Percepta and its internal and external partner network. As a player-coach, you may also be responsible for directly solutioning projects.
• Guiding and managing requests related to client-owned technology platforms from internal and client partner operations leads, including documentation of requirements and submission via the appropriate client-articulated intake process.
• Leading a team of Business Analysts that document process maps for new or changing business and the annual maintenance of documented processes.

What You Bring to the Role

• Bachelor’s Degree from globally reputable university in information management, business, economics, marketing, or a related field.
• MBA or advanced degree in a quantitative discipline is a plus.
• 12+ years’ (recent) in a BPO contact center with at least 8 of those years in Operational Leadership roles.
• Proven experience in leading a contact center solutioning team.
• 5+ years’ managing large scale projects, Project Management certifications preferred.
• Proven experience collaborating and managing across cross functional teams to include senior level leaders and senior level clients.
• Experience in entrepreneurial organization or start-up preferred.
• Exceptional knowledge of the contact center BPO industry
• Ability to identify and care for risk while developing a solution that meets and exceeds client expectations by applying experience and extensive knowledge of deployed CX strategies, service designs, and available technical capabilities.
• Strong project management skills, capable of leading transformative change initiatives and handling multiple priorities in a fast-paced environment.
• Ability to take data and apply it to business case development for recommended solutions.
• Must be able to bring both business and technical perspective to engagements and “connect the dots” when delivering solutions.
• Excellent oral and written communication skills, with the ability to interact effectively with all levels of management.
• Ability to recognize the audience and speak credibly to business and technical topics.
• Entrepreneurial spirit with experience leading and executing business solution designs.
• Ability to lead and manage virtual multi-discipline teams.
• Effective coaching and mentoring to direct reports.
• Management of virtual industry team to support knowledge sharing and effective workload distribution to affect achievement of solutioning deadlines.

What You Can Expect

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

A Bit More About Your Role

This is a remote working role and Percepta supplies the office equipment needed for this role.

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:

• Culture of Service - to be treated like you are the customer from day one
• Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
• Respect – a team that is accountable, dependable and gives you their full attention
• Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
• Career Growth - lots of learning opportunities for aspiring minds
• Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
• Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.