Digital Service Manager CCM

Digital Service Manager CCM (Customer Contant Management)

• Location: Bogotá

About the job

At Sanofi, we’re committed to providing the next-gen healthcare that patients and customers need. It’s about harnessing data insights and leveraging AI responsibly to search deeper and solve sooner than ever before. Join our Digital Team as Digital Service Manager CCM.

As the Service Manager - Salesforce CCM within our Digital Services team, you will be accountable for the end-to-end service quality and value at optimized costs as well as overseeing continuous improvement, ensuring delivery per agreements, promoting stakeholder collaboration, and driving service automation while maintaining design simplicity to maximize customer satisfaction for all digital solutions supporting customer contact management and contact center operations across Sanofi's global operations.

Join the team transforming the end-to-end Customer Contact Management (CCM) processes, systems, and operating model and deliver standardized, scalable, and innovative digital solutions across the value chain, spanning upstream customer service activities and downstream Customer Contact Management (CCM) capabilities.

The Salesforce CCM domain covers case management, omnichannel customer support, AI-powered service automation, contact center operations, and is a critical contributor to customer satisfaction, service efficiency, and digital transformation performance.

Main responsibilities:

• Designs of the overall service, is accountable for the quality of the service at optimized costs
• Supervise continuous improvements cycles to meet, maintain, increase service consumers satisfaction in alignment with the technology leadership's strategy
• Ensures the set-up of the operational service model/framework and ensures delivery according to agreements with service recipient representatives.
• Define, monitor measure and meet Appropriate Service Level Agreements [SLA], with the Customer, and Operational Level Agreements [OLAs], with internal Service providers, are established, measured and met Service Levels
• Define, measure and report on customer centric end to end Service Performance [KPIs] and utilization metrics
• Provide consistent Service-related communication and marketing
• Ensures that service(s) are provided in compliance with applicable quality, regulatory (Data Privacy, GxP, SOX, etc.) and cybersecurity requirements
• Oversee the operational governance of Salesforce Service Cloud Voice integration with Amazon Connect, ensuring seamless omnichannel customer experience
• Drive the operational adoption and continuous improvement of Salesforce Einstein AI capabilities and Salesforce Agentforce autonomous AI agents
• Manage escalations and coordinate resolution of complex incidents across the Salesforce CCM platform and Amazon Connect ecosystems

About you

• Experience: 5+ years’ experience in Service Management roles within Digital or IT
• Preferable Experience in global or multi-country environments.
• Proven experience working in Agile delivery models with Product Owners, business stakeholders and Vendors.
• Soft and technical skills: Applications supporting the Customer Contact Management operations and contact center processes
• Salesforce Service Cloud administration, configuration, and operational management
• Amazon Connect contact center platform administration and integration
• Experience with Salesforce Service Cloud Voice, Einstein AI, and Agentforce is beneficial.
• Service support is designed and operated based on ITIL [ITFM, ITPM and ITSM] process standards in alignment with ITIL Process Owners
• Preferable experience in Omnichannel Contact Center, AI-powered customer service, Salesforce Einstein Bots
• Experience with Salesforce Service Cloud or other contact management platforms in customer service operations
• Familiarity with AI platforms supporting automated customer interactions and case resolution
• Exposure to global template or multi-country operations
• Comfortable working in complex, matrixed environments with global counterparts
• Self-starter with a passion for innovation and a strong sense of initiative
• Salesforce Certified Service Cloud Consultant (core certification)
• Salesforce Certified Administrator (prerequisite)
• AWS Certified Cloud Practitioner (foundational Amazon Connect knowledge)
• Education: Bachelor’s degree
• Languages: Advanced English

Why choose us?

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
• You’ll be part of leading the first experiences a job seeker has with Sanofi and ensuring it is best-in-class and driving conversions.
• You’ll be part of a truly diverse cross-cultural team and can have real business impact.
• Flexible working policies, including up to 50% remote work.
• Private medical care, life and health insurance, and gender-neutral paid parental leave
• Colombia is one of Sanofi’s key locations for new talents, having a big footprint with the Bogota HUB and its best-in-class operation.
• Mexico and Argentina Play an instrumental part in creating best practice and innovation within our 3 vaccines production plants.

PursueProgress. Discover Extraordinary.

Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

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