The Director of Data and Technology , a key member of the Executive team, collaborates with stakeholders to shape wrrk’s vision, strategy, and IT infrastructure. They lead the development of systems and integration projects across multiple customer support helpdesks and workforce management systems, ensuring alignment with business objectives.

This role requires experience in optimizing AI for remote call centers. Additionally, they drive technological innovation, shape the digital roadmap, and oversee successful technology implementations.

The Director of Data and Technology builds and manages a high-performing technology and data team to support wrrk’s operations, ensuring alignment with business requirements, security standards, and industry best practices.

Executive and Operational Functions

Technology Strategy

• Partner with senior leaders to shape wrrk’s technology and data strategy, with an emphasis on the future of AI in customer support and AI optimization.
• Develop and refine the digital roadmap, ensuring alignment with business goals.

Technology Solutions

• Identify and recommend appropriate technology solutions.
• Oversee the selection and implementation of workforce management and other tools to support wrrk’s operational objectives.

Executive Participation

• Participate in weekly executive meetings, providing detailed reporting and analysis on technology and data initiatives and projects.

Compliance and Processes

• Ensure technology processes comply with all requirements, laws, and regulations.
• Establish, communicate, and enforce clear IT guidelines and policies (e.g., user access, security, support, device configuration) based on industry best practices.

Security Management

• Identify and eliminate security vulnerabilities with strategic solutions that increase data security.
• Ensure the continual functioning, security, and privacy of critical operations, systems, and applications.

Build and Lead Technology and Data Team

• Lead the technology and data team, setting priorities for system development and integration projects.
• Foster a culture of innovation, collaboration, and excellence within the team.

Client Engagement

• Act as a client data hero, developing system data solutions that exceed client expectations and drive their business objectives.
• Create reporting dashboards, ad hoc reports, and provide helpdesk support for system integrations.
• Attend client meetings, offering creative solutions and a positive, empathetic approach to their technology needs.

Vendor Management

• Establish and maintain strong partnerships with vendors throughout project lifecycles.
• Leverage knowledge and experience to negotiate effectively and ensure successful project outcomes.

Competency 

• Ability to think tactically and translate business objectives into technology initiatives.
• Demonstrated Project Management experience.
• Agile work methodology that can adapt and adjust to changing needs in a small organization.
• Deep understanding of technology trends, best practices, and the BPO market's technology landscape.
• Experience driving digital transformation initiatives, leveraging cloud technologies, and implementing data-driven decision-making.
• Strong strategic thinking and the ability to translate business objectives into effective technology strategies.
• Strong analytical and problem-solving skills, with the ability to leverage data and insights for informed decision-making.
• Proficient in risk mitigation and data security of digital assets.
• Knowledge of regulatory and compliance frameworks relevant to the BPO market.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior executives.
• The ability to construct easily consumable messaging across a range of diverse internal and external stakeholders.
• Proven ability to navigate complex technology landscapes and align technology initiatives with business objectives.
• Ability to lead and work in teams with empathy, patience, humility, and kindness.

Required experience

• 5 years leading technology function, emphasizing workforce management optimization or similar senior tech leadership, preferably in BPO, Contact Center, or Outsourcing.
• Experience in API integration.
• Proficient in SQL programming.
• Hands-on experience in implementing and managing software and data integrations in outsourced contact center/BPO preferred.
• Proven experience in data engineering, building data warehouses, data marts, and data pipelines.
• Excellent organizational skills, analytic capabilities, and attention to detail, with experience translating complex analytics into digestible stories.
• Knowledge of helpdesk systems and strong familiarity with Gorgias, Zendesk, Kustomer, and related systems.
• Data warehouse experience in Weld, Big Query preferred.
• BI reporting experience in Google, Metabase/Tableau/Looker preferred.
• Strong knowledge of Google Suite platform and Microsoft Excel.