Director, Project and Technology Development

The Director, Project and Technology Development is responsible for leading a team that manages a portfolio of projects and improvement efforts that span across CCBSS functions with a primary focus on CCC. These projects largely focus on driving improvements to our business by developing, enhancing, and fully leveraging our existing technology suite and, where applicable, pursuing new technology partners. This role is responsible for working collaboratively with various stakeholders to help guide the overall strategy and progress of these projects and prioritize work efforts, as well as effectively work with their team to manage the details and effectiveness of each project. Direct reports to this role are responsible for the configuration, day-to-day operations, support, user acceptance testing (UAT) and learning/deployment efforts of the CCBSS technologies. A primary focus will be CCC technologies such as Genesys, Salesforce, and will also include CCBSS tools.

This role will be reporting to the Sr Director of Service Operations Support and have direct responsibility for driving employee engagement and development within their team. Other responsibilities will include collaborating with the business to build business cases, working with CCBSS's IT team to ensure alignment across our technology landscape, and various other duties in support of the CCBSS's strategy along with the bottlers we support. Critical success factors for this role include:

• Collaboration and Influencing: Working with and listening to various stakeholders, including all the CCBSS/CCC organization, vendors/suppliers, CONA, bottlers, and direct team members to effectively understand each groups goal/objectives, pain-points, strategy, and business plans. Then work cross-functionally to plan, prioritize, and execute improvement projects that drive our business forward and allow us to achieve our partners' strategic priorities.
• Technology Strategy: Ability to quickly learn new technology components and/or partners and how they impact our current and future processes. Assist in the development of both short and long-term plans that allow us to capture the most value from our technological suite for our current service offerings and to identify where it may lead to new value-added service offerings. Leverage the knowledge of these technology platforms and information gained from collaborating with stakeholders to provide guidance to the team on how to best utilize, configure, and integrate our technology to achieve our desired business results.
• Process Management: Working with their team, develop and maintain strong processes that allow for the effective completion of the team's various responsibilities including, but not limited to: end-to-end configuration, development, and support of our Genesys platform, support of the CONA agile development process (ideation, requirements, UAT, development, and change management/training), and developing and maintaining accurate and up to date learning materials and knowledge articles for both employees and customers. Lead discussions and provide input on how technology can enhance process efficiencies, effectiveness, or otherwise assist in achieving business goals.
• Leadership: CCBSS and the CCC work hard to build and maintain a culture that creates highly engaged employees that thrive on being successful while also having a great working environment. This role will help craft and lead engagement efforts for their team and the CCC overall, inclusive of strong people routines with their direct reports that provide them with the support, feedback, and development that allow them to grow within their respective roles. The roles reporting to this position support a wide variety of technology related projects, initiatives, and improvement efforts. This role is not only responsible for providing strategic guidance to their team related to these efforts but working cross-functionally to remove obstacles and prioritize many competing priorities.

• Lead team members effectively, including timely support of projects and consistent, effective routines including, but not limited to team meetings, one-on-ones, performance reviews, and project meetings.
• Develop strong team culture that continually develops the team and results in a highly engaged workforce that can execute their responsibilities with speed and excellence.
• Provide both direct input and team support where needed to ensure continuous improvement of support-related processes, inclusive of identifying and helping drive resolution to high priority incidents and change requests.
• Lead discussions with internal stakeholders and technology partners, to identify how technology solutions can best solve business challenges and/or goals, including the details of how such technology would need to be setup, integrated, developed, and/or configured to achieve the most valuable business outcome.
• Align projects and initiatives with various stakeholder groups within CCBSS, across our bottling partners, and with other key partners (CONA, technology vendors, etc).
• Develop and maintain standard training documentation and knowledge management processes and formats. Ensure all processes are documented and executed consistently, so content is kept to date as both technology and processes evolve, inclusive of content that is suitable for use on customer interactions and being exposed to customers directly.

• Leading routines and collaboration efforts to ensure the various projects, improvement efforts, and incidents each team member is working on are completed in a timely manner. This is inclusive of working with cross-functional/company team members to overcome items such as, but not limited to project roadblocks, competing priorities, and strategic alignment of projects.
• Assist in the development of the technology strategy for the CCBSS and primarily the CCC, inclusive of evaluating technology solutions, building business cases, and providing input into short and long-term business plans.
• Optimize our current technology suite by implementing and/or enhancing available functionality to improve processes, reduce costs, and/or provide value added capabilities.
• Ensure effective delivery of end-to-end system administration and technology support, including design/requirements gathering, configuration and development, testing, deployment plans, and change management/training plans.
• Ensure our technology landscape is running efficiently and effectively while continuously implementing items that improve the cost-to-capability ratio. Work with various stakeholders to highlight and remediate root cause issues that impede our technologies and processes.
• Serve as a liaison and participate in routines with CCBSS IT organization including Field IT, Network/Telephony, Security, and IT Operations/Support teams.
• Engage with CCBSS procurement, legal and security as needed to evaluate, select, and deploy innovative technology solutions.
• Other duties and projects as needed.

• Strong Leadership, influencing, and people development skills
• Experience with and knowledge of CCBSS and primarily CCC or contact center operations, including both telephony and digital interactions
• Ability to evaluate and understand technology functionality quickly, including how it can be leveraged to enhance business processes and what steps and resources would be needed to implement new capabilities
• Exceptional communication skills and ability to build strong partnerships with a wide range of stakeholders. Excellent written, verbal, and presentation skills. Ability to present, collaborate, and translate complex technology solutions into easy-to-understand concepts to all levels of the organization
• Ability to develop project charters and plans from the ground up, inclusive of identification of key stakeholders, feedback from stakeholders, and remediation steps for potential risk/constraints. Work with cross-functional project teams to successfully deliver project plans and milestones. Stakeholders include many organizations such as: CCBSS, CONA, Bottlers, External Vendors, etc.
• Skilled at leading sessions to identify continuous improvement opportunities and troubleshoot technology issues through to resolution, including escalation to vendor/partner leadership teams as needed
• Ability to analyze KBI/process/system metric performance, identify improvement opportunities, and show statistically significant change that demonstrates both potential and actual project success
• Influencing others, through relationship development, clarity of communication, and effective collaboration for the purpose of accomplishing work objectives and building strong long-term partnerships
• Knowledge of IT infrastructure, including Cloud Computing, CRM and e-commerce applications
• IT implementation and operations/support knowledge

4 Year / Bachelor's Degree and/or equivalent work experience

Project Management Certification preferred

10-15 years of technology evaluation, vision, design or deployment, experience and/or equivalent operational leadership experience within contact center operations.

3-10 years of direct experience with Genesys and Salesforce preferred

Willingness and ability to travel or come into the office as required by the business. Typically travel will be no more than 25% but may fluctuate based on projects and initiatives.

CCBSS operates a hybrid working environment. This is a teleworking role that requires working at a CCBSS office location on a regular basis (or a minimum number of days per month or week) at the manager's discretion. The number of days required at a CCBSS office location is at the manager's discretion and is subject to change depending on business needs.

We are one family supporting the Coca-Cola bottling system in North America. Our work is indispensable to our partners and makes an impact in the communities where we operate. We are committed to workplace diversity and to rewarding exceptional performance. We expect a lot from our team - after all, it's their exceptional work that helps CCBSS support the Coca-Cola bottling system in North America. To keep everyone motivated and energized, we offer a comprehensive benefit and rewards package.

• Work-Life Integration- Vacation, floating holidays, parental leave, flexible work environment
• Competitive Base Salary- A base salary or hourly wage rate in line with market rates for the job duties and skills required
• Rewards & Recognition- Acknowledging our employee's contributions
• Retirement Plans & Guidance- Programs to assist associates in saving for retirement
• Health & Welfare Plans- Medical, life, and disability insurance plans

Coca-Cola Bottlers' Sales and Services, LLC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.