Kinetic Associate Director-IVR Strategy & Customer Automation

Location

United States

Posted

1 day ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Kinetic Associate Director-IVR Strategy & Customer Automation

Uniti

Role Description The Associate Director, IVR Strategy & Customer Automation, is responsible for leading the strategy, governance, and evolution of IVR and AI-driven customer interaction capabilities across the contact center experience. This leader will drive the modernization of customer self-service and automation capabilities across voice and related service channels. This role requires a strategic and forward-thinking leader with proven experience delivering conversational AI, intelligent automation, and customer experience transformation. The Associate Director will partner with operations, product, IT, digital, analytics, and vendor teams to identify opportunities, define priorities, implement solutions, and improve business and customer outcomes. The ideal candidate combines strong strategic vision with operational discipline and execution excellence. They will bring a clear understanding of emerging AI capabilities, customer journey design, and contact center operations, along with the leadership skills needed to drive measurable results. This position can be filled remotely anywhere within the country. What You’ll Do - Strategy & Roadmap - Develop and lead the strategy and roadmap for conversational AI, intelligent self-service, and customer automation capabilities. - Identify opportunities to improve customer interactions through AI-enabled experiences, intelligent routing, workflow automation, and enhanced self-service. - Align automation initiatives with business priorities, customer needs, operational goals, and enterprise technology strategy. - Solution Design & Implementation - Lead cross-functional efforts to design, develop, test, implement, and optimize conversational AI and customer automation solutions. - Translate business requirements and customer pain points into effective self-service experiences and automation strategies. - Oversee customer journey design elements such as conversation flows, intent handling, routing logic, escalation paths, and handoff to live agents. - Ensure strong implementation practices, including planning, testing, change management, deployment, and post-launch support. - Business Partnership & Customer Experience - Partner with contact center operations, IT, product, digital, customer experience, and analytics teams to support business priorities and improve service outcomes. - Use customer feedback, journey insights, operational performance data, and service trends to identify and prioritize improvement opportunities. - Ensure customer automation solutions are intuitive, effective, compliant, and aligned with broader customer experience goals. - Innovation & Emerging Technology - Stay current on market trends, emerging technologies, and best practices related to conversational AI, agentic AI, intelligent automation, and customer engagement platforms. - Evaluate new capabilities, tools, and partners that can enhance the customer experience and support business objectives. - Foster a culture of innovation, experimentation, and continuous improvement across customer automation initiatives. - Vendor & Platform Management - Manage relationships with vendors and partners supporting conversational AI, contact center automation, and related platforms. - Ensure vendors meet performance expectations related to service delivery, innovation, support, and platform reliability. - Coordinate platform enhancements, issue resolution, releases, and ongoing optimization efforts with internal and external stakeholders. - Establish clear governance, communication, and escalation processes across vendors and business partners. - Operational Excellence, Risk & Governance - Monitor performance of automation capabilities, including containment, routing effectiveness, experience quality, escalation patterns, and platform stability. - Establish governance processes and operational standards to support sustainable delivery and continuous improvement. - Ensure solutions comply with applicable privacy, security, regulatory, and customer data requirements. - Promote disciplined controls for performance monitoring, change management, and risk mitigation. - Leadership & Collaboration - Serve as a senior leader and subject matter expert for conversational AI strategy and customer automation. - Lead cross-functional collaboration across business, operations, technology, product, and vendor teams. - Communicate strategy, priorities, progress, and performance clearly to leadership and stakeholders. - Build alignment and momentum for automation initiatives across the organization. Qualifications - Bachelor’s degree in Business, Technology, Operations, Computer Science, Communications, or a related field. - 8–10+ years of progressive leadership experience in contact center technology, customer experience, conversational AI, intelligent automation, or related areas. - Proven experience leading strategy and execution for conversational AI, customer automation, or next-generation self-service capabilities. - Demonstrated success delivering complex, cross-functional initiatives involving business, operations, technology, and vendor teams. - Strong understanding of customer journeys, self-service design, conversation flows, routing logic, escalation strategies, and contact center operations. - Experience managing external vendors, platform partners, and support models in a complex environment. - Strong leadership, communication, collaboration, and change management skills. - Ability to balance strategic planning with operational execution in a fast-evolving environment. Requirements - Advanced knowledge contact center platforms (e.g., Nice, Genesys, Talkdesk). - Advanced experience with telephony systems, IVR, chat platforms, and web self-service tools. - Understanding of APIs, integrations, and cloud-based systems. - Intermediate experience with reporting and analytics tools. - Intermediate experience MS Office (Word, Excel, PowerPoint, Outlook, and Teams). Benefits - Medical, Dental, Vision Insurance Plans. - 401K Plan. - Health & Flexible Savings Account. - Life and AD&D, Spousal Life, Child Life Insurance Plans. - Educational Assistance Plan.

Related Categories

Related Job Pages

More Strategy Jobs

ODAIA logo

Commercial Strategy Consultant, Life Sciences

ODAIA

Empowering pharma’s next generation of engagement with HCPs

Strategy1 day ago
Full TimeRemoteTeam 11-50Since 2018H1B No Sponsor

• Lead with a Consultant Mindset • Define project scope, develop structured approaches, and guide clients through complex commercial challenges • Conduct hypothesis-driven analysis — framing the problem, designing the analytical approach, and synthesizing findings into clear recommendations • Communicate with BLUF (Bottom Line Up Front) clarity to both technical and executive audiences • Understand the strategic "why" behind client requests and translate ambiguous business needs into coherent analytical plans • Deliver Strategy, Insights & Commercial Planning • Design and execute qualitative and quantitative analyses to address brand strategy, market sizing, segmentation, and commercial effectiveness questions • Synthesize findings from primary research, secondary data sources, and ODAIA's AI platform into integrated, insight-rich deliverables • Support pipeline strategy and launch planning — including competitive landscaping, opportunity sizing, go-to-market frameworks, and targeting strategy • Enable Dynamic Targeting and Segmentation to sharpen commercial execution and HCP engagement • Define success metrics, track ROI, and present findings through structured QBRs and executive briefings • Apply Data & Analytical Depth • Assess client data maturity, workflows, and analytics infrastructure to design fit-for-purpose solutions • Leverage health and claims data, prescribing data, and market research to build robust, insight-driven analyses • Interpret and apply prescribing metrics — including NBRx (New-to-Brand Prescriptions) and TRx (Total Prescriptions) datasets — to assess brand performance, track launch trajectories, and identify HCP targeting opportunities • Ensure compliance with data quality, privacy, and regulatory standards across all deliverables • Bring working knowledge of omnichannel strategy, Next Best Action (NBA) orchestration, and AI-enabled CRM workflows (Veeva/Salesforce) • Drive Engagement & Account Success • Build trusted, long-term relationships across commercial, analytics, and leadership stakeholders at client organizations • Align cross-functional touchpoints between the client and ODAIA to ensure consistent strategic direction • Proactively identify growth opportunities and surface value throughout the customer lifecycle • Manage Structured, High-Impact Projects • Lead requirements gathering, solution design, and project governance across multi-workstream engagements • Manage timelines, risks, and dependencies while running effective, outcome-driven client meetings and workshops • Liaise with internal ODAIA teams (Engineering, Product, Sales) to translate client feedback into platform and roadmap priorities • Enable Change & Adoption • Drive organizational and process change within client commercial teams, supporting transitions to data-driven decision-making • Educate stakeholders on analytical methodologies, best practices, and ODAIA's AI-powered capabilities • Ensure successful onboarding from sales handoff through sustained adoption and value realization

Canada
24-MAG logo

Strategy & Management Consulting Advisor

24-MAG

This opportunity is available through a leading AI-driven work platform.

Strategy1 day ago

Role Description We are sharing a specialised part-time consulting opportunity for professionals experienced in management consulting, business strategy, market research, competitive analysis, business case development, and structured strategic evaluation. This role supports current and upcoming remote consulting opportunities focused on business problem analysis, strategy review, multi-document synthesis, stakeholder-oriented decision support, market assessment, and high-quality project execution. Selected professionals will apply their consulting experience to review complex business scenarios, develop structured insights, evaluate strategic recommendations, and provide clear written feedback based on real consulting workflows. Key Responsibilities - Strategy & Business Case Review - Review business scenarios involving market entry, growth strategy, operational planning, competitive positioning, and opportunity evaluation. - Develop or evaluate business cases, strategic recommendations, go-to-market approaches, and operating frameworks. - Assess whether recommendations are clear, commercially sound, well-supported, and aligned with stated business objectives. - Identify gaps in strategic reasoning, missing assumptions, weak evidence, unclear decision logic, or incomplete analysis. - Market Research & Competitive Analysis - Conduct or review market research, competitive analysis, industry scans, and business landscape assessments. - Synthesize information from multiple sources into structured insights, recommendations, and decision points. - Evaluate market sizing logic, customer segmentation, competitor positioning, and commercial opportunity assessments. - Support review of strategy materials, business memos, presentation outlines, and analytical summaries. - Stakeholder-Oriented Consulting Workflows - Support strategic planning, scenario modeling, opportunity assessment, and decision-support workflows. - Collaborate with project materials involving multiple stakeholders, competing priorities, and evolving business requirements. - Define or evaluate key metrics, performance indicators, success criteria, and implementation considerations. - Prepare clear written feedback based on professional consulting judgment and structured evaluation criteria. Qualifications - 1.5+ years of experience at a top-tier management consulting firm, strategy consulting firm, Big 5 advisory environment, or comparable business advisory role. - Strong analytical and written communication skills. - Experience conducting market research, competitive analysis, business case development, or strategic planning. - Ability to synthesize complex information into clear insights, memos, presentations, models, or structured recommendations. - Comfort working independently in ambiguous, fast-moving, or multi-stakeholder business contexts. - Strong judgment when evaluating business problems, strategic tradeoffs, and decision points. - Ability to work independently in a fully remote, project-based environment. Educational Background - A degree in business, economics, finance, engineering, public policy, management, data analysis, or a related field is helpful. - Professional experience in management consulting, strategy consulting, corporate strategy, business advisory, private equity support, venture analysis, or commercial planning is highly relevant. - Equivalent practical experience in strategy, market analysis, operational planning, or business transformation may also be valuable. Nice to Have - Experience advising on technology, SaaS, AI, digital platforms, enterprise software, or data-driven businesses. - Proficiency with PowerPoint, Excel, business modeling, market sizing, and basic data analysis tools. - Experience creating consulting-style presentations, executive memos, analytical models, or strategic frameworks. - Familiarity with go-to-market planning, customer segmentation, competitive positioning, pricing analysis, or opportunity evaluation. - Ability to manage at least 10 hours per week depending on project availability and scope. Why This Opportunity - Apply management consulting experience to structured remote project work. - Contribute to high-quality business analysis, strategy review, and decision-support evaluation. - Work on flexible assignments aligned with your consulting and strategic problem-solving background. - Use your business judgment in a focused, analytical, and detail-oriented review environment. - Remote structure with competitive hourly compensation. Contract Details - Independent contractor role. - Fully remote with flexible scheduling. - Eligible professionals may be based in the United States or Canada depending on project needs. - Part-time commitment depending on project availability. - Competitive rates up to $90 per hour depending on expertise and project scope. - Weekly payments via Stripe or Wise. - Projects may be extended, shortened, or adjusted depending on scope and performance. - Work will not involve access to confidential or proprietary information from any employer, client, or institution. About the Platform This opportunity is available through 24-MAG LLC. We connect experienced professionals with remote consulting opportunities across technical, evaluation, and project-based workstreams.

United States + 1 moreAll locations: United States | Canada
$90 / hour
24-MAG logo

Business Strategy & Management Evaluation Consultant

24-MAG

This opportunity is available through a leading AI-driven work platform.

Strategy1 day ago

Role Description We are sharing a specialised part-time consulting opportunity for business strategy and management professionals experienced in reviewing strategy documents, spreadsheets, slide decks, market analyses, business cases, growth plans, management reports, executive summaries, and presentation-ready business artifacts for accuracy, rigor, clarity, and domain quality. This role supports current and upcoming remote consulting opportunities focused on: - Business strategy artifact review - Management analysis evaluation - Rubric-based assessment - Document and spreadsheet review - Slide deck quality review - Structured feedback - High-quality project execution Selected professionals will evaluate AI-generated work products and apply subject-matter expertise to identify factual, analytical, aesthetic, and presentation issues. Qualifications - 5+ years of relevant professional experience in business strategy, management, corporate strategy, management consulting, business planning, growth strategy, strategic finance, product strategy, or related work - Native or professional fluency in English - High proficiency in Microsoft Office and Google Workspace - Strong experience with Google Slides, PowerPoint, Excel, Google Sheets, Word, and Google Docs - Ability to evaluate documents, spreadsheets, and slide decks with strong attention to detail - Excellent written communication skills and ability to provide structured feedback - Ability to work independently in a remote, project-based environment Requirements - Academic backgrounds in business, management, economics, finance, strategy, marketing, entrepreneurship, analytics, or related fields may be relevant - Advanced degree from a reputable institution may be valuable - Professional training in strategy, management consulting, business planning, market analysis, or executive communication may also be relevant depending on project scope Benefits - Apply business strategy and management expertise to structured remote evaluation work - Review high-quality documents, spreadsheets, and slide decks across strategy, planning, and management topics - Contribute to accurate, rigorous, and professionally presented business materials - Use your strategic judgment and communication skills to improve artifact quality - Remote structure with competitive hourly compensation Contract Details - Independent contractor role - Fully remote with flexible scheduling - Eligible professionals may be based in approved project locations depending on project needs - Project commitment may vary depending on availability and scope - Competitive rates between $70–$110 per hour depending on expertise and project scope - Weekly payments via Stripe or Wise - Projects may be extended, shortened, or adjusted depending on scope and performance - Work will not involve access to confidential or proprietary information from any employer, client, or institution About the Platform This opportunity is available through 24-MAG LLC. We connect experienced professionals with remote consulting opportunities across technical, evaluation, and project-based workstreams. By submitting this application, you acknowledge that your information may be processed by 24-MAG LLC for recruitment and opportunity matching in accordance with our Privacy Policy: https://www.24-mag.com/privacy-policy

United States
$70 - $110 / hour
Novartis logo

Executive Director, Novartis Patient Support CVM Strategy & Management

Novartis

Novartis is a leading global pharmaceutical and healthcare research and solutions company dedicated to improving patient lives by uncovering solutions to curren

Strategy1 day ago

Role Description This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager. This position will require 15% travel. Imagine shaping the future of how patients access and stay on life-changing cardiovascular and metabolic therapies. As the Executive Director, Novartis Patient Support CVM Strategy & Management, you will lead the vision, strategy, and evolution of patient support programs that directly impact patient outcomes and business performance across a critical therapeutic area. Working at the center of a highly matrixed organization, you will partner with leaders across: - Product Strategy - Market Access - Marketing - Customer Engagement - Data Analytics - Operations This is a unique opportunity to influence enterprise-wide strategy, lead transformational change, and help ensure patients receive the support they need throughout their treatment journey. Qualifications - Bachelor’s Degree required; Advanced degree preferred. - 10+ years of pharmaceutical, biotech or healthcare industry experience. - 5+ years in patient support-specific roles, with multi-functional expertise in other pharmaceutical roles, including Market Access, Brand Management, Sales, and/or Operations. - Comprehensive knowledge and understanding of the US healthcare system and patient services. - In-depth functional expertise across patient services, specialty/retail pharmacy channel, hub and vendor management, patient service program design and management. - Demonstrated history of designing and developing programs for pipeline and/or mature brands. - Demonstrated history of developing, refining, and monitoring programs for in-line brands. - Experience in driving results in a matrix organization. - Understanding and working knowledge of commercialization process, market access, clinical development, patient access/Affordability, and pricing and contracting approaches. Requirements - Previous people leadership preferred. - Financial and P&L Management experience preferred. Benefits - The salary for this position is expected to range between $236,600 and $439,400 per year. - Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards. - US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. - Employees are eligible for a generous time off package including vacation, personal days, holidays, and other leaves.

United States
$236.6K - $439.4K / year