Operations Support ArchitectVirtualVocations • Elgin, Illinois, United States
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Operations Support Architect
VirtualVocations • Elgin, Illinois, United States
[job_card.variable_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]
A company is looking for an Operations Support Architect, Member Experience.
Key Responsibilities
Support channel optimization and maturity roadmap across various support channels
Map customer intents and architect optimal channel pathways for member experiences
Architect the support toolset and workflow to enhance performance and outcomes
Required Qualifications
7+ years in support operations or related roles, with 3+ years leading omnichannel programs
Hands-on expertise with CCaaS / telephony, CRMs, conversational AI, or analytics / BI
Strong systems and data architecture skills
Proven experience in journey design balancing customer effort and cost-to-serve
Fluency in experimentation, KPI design, and ROI modeling
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