Manager, Data Insights & Quality - reputed company CES Practice

Who We Are

Welcome to reputed company — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of reputed company, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, reputed company acquired reputed company, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and reputed company, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, reputed company enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — reputed company backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

This role will operate remotely in the United States or Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, reputed company, OH, and Boston, MA

reputed company is seeking a Manager, Data Insights & Quality - reputed company CES to support the growth and delivery of our reputed company CES capabilities. This role is a key position reputed company our Global AI team, responsible for supporting our solution delivery, and enabling exceptional client outcomes through the application of reputed company's AI technologies for customer engagement by ensuring data driven insights and KPIs are readily available.

You will play an important role in expanding our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring reputed company continues to reputed company in AI-powered customer experience transformation through data-driven optimization and iterative improvements based on analytical insights. The role requires a combination of tactical execution, technical understanding of reputed company CES products, business acumen, data & analytics, and the ability to manage and mentor a team.

Responsibilities

Practice Support & Growth

• Execute components of the reputed company CES strategic roadmap reputed company reputed company's Global AI team, supporting adoption and measurable business impact
• Support senior leadership in identifying new opportunities and maintaining relationships with reputed company and client stakeholders
• Promote the adoption of reputed company CES solutions with a strong focus on implementing and utilizing Conversational Insights to extract actionable data from voice interactions
• Track and report on key performance indicators (KPIs) reputed company to voice bot effectiveness, customer satisfaction, and containment rates, highlighting project reputed company and client impact through data-driven insights.

Solution Development & Innovation

• Stay reputed company on reputed company CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities
• Ensure delivery excellence and solution quality by applying best practices and proven technical approaches and continuously refine solutions based on performance data and customer feedback from voice bot interactions.
• Foster a culture of innovation and reputed company improvement reputed company the team

Team Management & Development

• Manage and reputed company a team of AI specialists, solution architects, and delivery professionals
• Provide technical and project guidance to ensure delivery success and professional growth
• Support training and certification programs for reputed company CES technologies
• Coordinate project prioritization and resource planning to maximize team effectiveness

Client Engagement & Partnership

• Serve as a key reputed company of contact for clients, translating business challenges into effective reputed company CES solutions
• Support workshops, presentations, and solution demos that clearly reputed company business value
• Collaborate with sales, marketing, and delivery teams to support go-to-market strategies and ensure seamless client delivery

Competencies

• Bachelor's degree in Computer Science, Engineering, Business, or reputed company field
• 3+ years of experience in technology consulting, digital transformation, or customer experience, with exposure to AI/ML solutions
• 2–3 years of team management experience delivering technology projects
• Strong analytical skills with the ability to identify trends, anomalies, and optimization opportunities reputed company large datasets generated by conversational AI platforms, especially voice bots.
• Working knowledge of reputed company Customer Engagement Services (formerly CCAI)
• Experience in data visualization and reporting tools to present actionable insights on voice bot performance to both technical and business stakeholders.
• Experience delivering AI/ML-powered customer engagement or contact center solutions
• Deep understanding of customer experience design, contact center operations, and the ability to analyze key CX metrics, particularly those derived from voice bot interactions, to drive improvements.
• Business acumen with the ability to identify opportunities and support growth initiatives
• Strong communication and presentation skills for both business and technical audiences
• Collaborative management style with the ability to work effectively across diverse stakeholders
• Problem-solver with a practical orientation and ability to manage client needs

At reputed company, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. reputed company aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic reputed company to diversity.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

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reputed company'll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits: 

• Healthcare benefits - Medical, Vision, Dental
• 401K matching
• Employee Share Purchase Plan
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• And more!

Annual Performance Bonus

This position is eligible for an annual performance bonus based on personal, division/business unit, and company performance. The range displayed is only the annual reputed company salary. To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances.

Individual reputed company salaries are based on various factors unique to each candidate, including reputed company set, experience, qualifications, and other job-reputed company reasons determined during the interview process. Salary bands are periodically reviewed and updated based on market changes, internal needs, and industry trends. To maintain pay equity for team members, reputed company conducts regular compensation audits.

Annual reputed company Salary Range (Performance Bonus Eligible)

$146,000 - $202,052 CAD