Sr. Manager eCare Web Operations

Sr. Manager eCare Web Operations

 

The eCare team plays a critical part in Customer Care strategy.  The team is responsible for delivering the best online claims process possible for our growing customer base.  The key performance indicators for the team are Net Promoter Score (NPS), online claims adoption rate, online claims completion rate and first visit completion rate. Job Description:

· Program management of the online claims process for one of our largest customers.

· Design, implement and maintain a robust and scalable content management process across all of our eCare processes.  The content mgt process will focus on enhancing site credibility, usability, efficiency and visualization in order to provide the best customer experience possible.

· Manage the integration of data / knowledge management articles into the web channel from our clients and internal knowledge management function.

· Responsible for the maintenance and updating of content on web and all e-communications and content cycles related to eCare properties.

· Manage the relationship between the eCare team and our client services, marketing and sales partners with respect to data integration and content management processes.

· Manage the relationship between the eCare team and the business knowledge management process owners to ensure seamless presentation of knowledge articles for our customers via the web channel.

· Manage customer feedback processes (e.g. incoming email communications from customers back to the eCare team) and take appropriate action to address customer concerns.

 

Technical Skills Requirements

· Experience with Front End (Coding): Microsoft ASP.NET 2.0 and Back End (Database): Microsoft SQL Server 2000

· HTML coding, web design, data sources, and web content management.

· Knowledge in Content management applications (e.g. JOOMLA!), Photoshop, front-end technologies (e.g. MS ASP.NET 2.0, HTML/XHTML, CSS, and JavaScript).

· Knowledge and / or experience in the area of integrating KM articles and API data feeds into a customer facing web application.

 

Professional Competencies

· Drive for results

· Dealing with ambiguity

· Fact-based change agent

· Excellent communication and presentation skills with the ability to work and interact with Customer Care, Product Management, Client Services, Information Technology, Sales and Marketing Teams. .

· Experience working with senior managers and executives.

· Background in web production cycles and web update schedules.

· Background in web content management systems, web production cycles, definition and maintenance of web update release management processes.

· Strong communication and interpersonal skills and ability to work and interact with Product Management, Client Services, Editorial, Information Technology, Sales and Marketing Teams.

· Ability to develop business processes to support scalability of the web channel in a high-growth business.

· Ability to author and review Sitemaps, Wireframes and Specifications/Requirements documentation

· Ability to manage multiple projects simultaneously and effectively define priorities according to business objectives. Background in web technology troubleshooting, bug reporting and regression testing.

· Web production/operations experience working in an environment supporting customer facing websites.

· Experience with HTML coding, web design utilizing CSS and data sources, and web content management.