• Contact Center Technology Manager

    Job Locations US-CA-San Diego
    Job ID
    Job Type
    Regular Full-Time
    Centers of Excellence
  • Description:

    BOFI Federal Bank [NASDAQ: BOFI] Over $9  billion in assets and one of the fastest growing banks in the nation, ranked in the top 5 of online banks in the country


    As the Contact Center Technology Manager, you’ll have the dream job of designing and how the bank leverages omnichannel technology to perfect our customer interactions. Blending the best of technology and business savvy, this role will lead a newly formed Omnichannel team collectively responsible for the delivery, optimization and relentless pursuit of perfection for all customer contact channel solutions throughout the bank.


    Specific areas of concentration include:

    • ​Deliver strong ownership of omnichannel solutions for sales and customer service, including email, voice, IVR, web chat, cobrowse, and perform pilots to introduce video chat, SMS, chat bots, etc. We’re focused on modern, cloud based solutions and integrate extensively with Salesforce.
    • Contribute to and take ownership of the strategy for evolving omnichannel solutions within BofI (near term and 5 year views)
    • Be a mover and a shaker; inspire business units to see the “art of the possible” with your technology solutions, and drive their adoption within best practices
    • Use your unique perspective to proactively identify opportunities to increase efficiency and effectiveness of sales and customer service interactions
    • Continually expand personal and enterprise knowledge of the omnichannel suite of systems; research innovations for review and/or adoption by the Bank
    • Be a student of the Bank; understand the Bank's diverse business units and strategic initiatives; ensure capacity is anticipated and the “big picture” is always considered
    • Develop and maintain current configuration and maintenance documentation for all customer contact channels and complete and current governance and project management documentation and system architecture ​documentation
    • Partner with BI resources to create  enterprise-wide, standardized omnichannel reporting to measure the customer experience, impact of solutions, and internal efficiency
    • Ensure the project management and development protocols and processes are adhered to by the Omnichannel Center of Excellence team
    • Responsible for ensuring effective Business Unit adoption of omnichannel deployments


    Key Skill Sets or Knowledge Requirements:

    • A natural desire to achieve the impossible; when others see an insurmountable wall, you see an obstacle that can be overcome.
    • Technical savvy and intellectual curiosity to rapidly master new technology; comfort with cloud solutions and the desire to explore the next big thing
    • Demonstrated project management skills with a sense of commitment and urgency​
    • Ability to thrive in a fast-moving, complex and innovative multi-billion dollar bank
    • Creative and analytical thinker with strong problem-solving skills
    • Must be flexible, able to work on multiple projects that may require restructuring due to shifting demands, unforeseen events and changing priorities  
    • Working knowledge of Salesforce platform in an enterprise environment (preferred)

    Key traits which distinguish the successful candidate:

    • Leadership: A confident person with the ability to connect and inspire others
    • Results Oriented: A driver who possess the ability to take actions and implement effective solutions in a timely manner
    • Teamwork: the ability to lead, motivate and rally direct reports and colleagues alike
    • Ethics: Highest level of professional integrity and honesty as well as personal credibility
    • Innovative: Dedication to maintaining cutting edge talent with the courage to implement new ideas

    Desired Career Experience & Education Requirements:

    The technology we’re using is new, so we understand that finding a candidate with every possible skill isn’t realistic. That’s why we’re focused on innovation and the ability to drive change.   


    • Bachelor’s Degree in related field (technology, customer experience, business, etc.)


    Job Functions & Work Environment:


    While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.


    The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.



    Equal Employment Opportunity:


    BofI Federal Bank is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state and local laws.



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