Hybrid Manager, Contact Center - Digital Transformation bei RunBuggy OMI Inc.

Description

About Us:

RunBuggy is the most technically advanced automotive logistics platform on the market. Period.

Backed by Porsche Ventures and Hearst Ventures, RunBuggy is transforming the way cars move. Our cutting-edge technology is trusted by some of the largest OEMs, captive finance companies, and automotive lenders in the world to streamline vehicle transportation at scale.

RunBuggy’s end-to-end platform connects car shippers and haulers in real time - eliminating the friction of traditional load boards and costly custom software. For shippers, RunBuggy integrates directly into existing management systems, reducing transportation costs and accelerating delivery timelines. For transporters, we offer a smarter, more profitable way to find, accept, and manage loads - all from a single app.

Since launching in 2019, RunBuggy has grown to over 150 team members, facilitated the movement of hundreds of thousands of vehicles, and attracted tens of thousands of transporters across the U.S.

We’re not just building a better logistics platform - we’re redefining the future of automotive transportation.

About the Role:

We are seeking a highly skilled, experienced, and strategic Manager, Contact Center - Digital Transformation, to lead the transformation and optimization of our contact center technology stack. This role will oversee the digital transformation process while collaborating with a team of Genesys Cloud CCaaS Engineers, Business Systems Analysts, and Operations Leadership - driving innovation, scalability, and compliance across our customer engagement platforms. 

The ideal candidate will bring deep technical expertise in Genesys Cloud (or other comparable technology solution), strong leadership capabilities, and a collaborative mindset to deliver seamless, AI-enabled customer experiences in a fast-paced SaaS environment. 

This position is in-office 5 days per week. The office is located on Mill Avenue in the heart of Tempe, AZ. Please do not apply if you cannot work in the office 5 days per week.

If this sounds just like you, then please read on! If you feel this is not in your wheelhouse, that is okay too! We are actively hiring outstanding professionals, so we encourage you to apply to one of our many other opportunities.

What You Will Be Doing:

• Collaborate with a team of Genesys Cloud Engineers, Business Systems Analysts, and Operational Leaders managing core contact center technologies in a fast-paced SaaS environment. 
• Drive strategic planning and execution of outbound communications and contact center initiatives across voice, email, and SMS. 
• Oversee platform scalability, vendor relationships, and SLA compliance for Genesys Cloud (or any other contact center technology platform that we may migrate to) and integrated systems. 
• Serve as escalation point for complex technical issues and ensure regulatory compliance in logistics and fintech. 
• Collaborate cross-functionally to align technology with business goals and customer experience strategies. 
• Manage budgets, resource planning, and team development. 
• Lead incident response and business continuity planning. 
• Establish KPIs and reporting frameworks with analytics teams to drive performance improvements. 
• Mentor and develop a high-performance team culture focused on innovation and excellence. 
• Other duties as assigned.

Requirements

What You Bring to the Team by Way of Skills and Experience:

• 5+ years of management experience leading technical operations teams, preferably in contact center or customer service environments. 
• 3+ years of hands-on experience with Genesys Cloud platform (or other comparable technology solution) ownership, administration, and configuration. This role requires contact center telephony software and technology platforms experience, specifically. 
• Strong background in contact center technologies, routing logic, WFM, and omnichannel servicing. 
• Deep understanding of fintech industry regulations (PCI DSS, SOX) and experience in financial services. 
• Familiarity with cloud platforms (AWS, Azure, GCP), CRM integrations (Salesforce, HubSpot), and identity systems (Okta, AD). 
• Skilled in vendor management, contract negotiation, and enterprise software implementation. 
• Proficient in tools like Jira, Confluence, Tableau, SQL, Python, and Google Workspace. 
• Expertise in Agile, Scrum, and Waterfall methodologies; strong financial acumen and ROI analysis. 
• Excellent communication, stakeholder management, and team leadership across diverse skill sets. 
• Experience driving change management, operational improvements, and data-driven decision-making under pressure. 

What is in it for You and Why you Should Apply:

• Market competitive pay based on education, experience, and location. 
• Highly competitive medical, dental, vision, Life w/ AD&D, Short-Term Disability insurance, Long-Term Disability insurance, pet insurance, identity theft protection, and a 401(k) retirement savings plan.
• Employee wellness program. 
• Employee rewards, discounts, and recognition programs.
• Generous company-paid holidays (12 per year), vacation, and sick time.
• Paid paternity/maternity leave.
• Monthly connectivity/home office stipend if working from home 5 days a week.
• A supportive and positive space for you to grow and expand your career.

Pay Range Disclosure: 

The advertised range represents the expected pay range for this position at the time of posting based on education, experience, skills, location, and other factors. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RunBuggy is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination, harassment, and retaliation on the basis of race, color, religion, sex (including gender identity and sexual orientation), pregnancy, parental status, national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.