Intradiem's intelligent automation solution for customer service teams is reinventing customer service for everyone.Who We AreIntradiem is a technology company on a mission to reinvent customer service through automation. What We DoWe develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.How We WorkWe take a problem-out approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.Our CultureWe take a people-first approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities. Our ValuesWe believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:
- Servant's Heart-caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
- Craftsman's Attitude-taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn't do the trick).
- Revolutionary Spirit-leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.
Vice President of Technology Reports To: Chief Financial OfficerPosition Overview: The Vice President of Technology is a pivotal leadership role responsible for shaping and executing the technology and operational strategies that drive organizational success. This role encompasses the oversight of the company's IT infrastructure, data analytics, digital transformation initiatives, and overall operational excellence. The VP ensures that all technology solutions align with business objectives, enhance operational efficiency, and support scalable growth. Key teams under this role include Salesforce, IT, Tableau, ChurnZero, and other enterprise systems.Your Role:Key Responsibilities:
- Strategic Leadership:
- Develop and implement comprehensive technology and operations strategies aligned with the organization's goals.
- Lead digital transformation initiatives and the integration of technology solutions to enhance business processes.
- Foster a culture of innovation and collaboration across technology and operational teams.
- Team Management:
- Oversee and manage diverse teams, including Salesforce, IT, and Tableau
- Promote professional development and high performance within the teams.
- Ensure cross-functional collaboration and alignment with broader business strategies.
- Technology Infrastructure and Oversight:
- Direct the design, implementation, and maintenance of the company's IT infrastructure.
- Ensure systems are scalable, secure, and optimized for business growth.
- Oversee the deployment of technology solutions, including Salesforce CRM and Tableau, ensuring they meet business needs and performance standards.
- Cybersecurity Management:
- Working collaboratively with DevSecOps internally to develop and enforce a robust cybersecurity strategy to protect company data and assets.
- Working collaboratively with DevSecOps internally to conduct regular security audits, risk assessments, and vulnerability testing.
- Working collaboratively with DevSecOps internally to implement cybersecurity policies, procedures, and training programs.
- Data Strategy, Analytics, and Governance:
- Lead the company's data strategy, ensuring data integrity, accessibility, and security.
- Oversee data analytics functions to drive data-driven decision-making and strategic planning.
- Manage the use of Tableau for data visualization, providing actionable insights.
- Operational Excellence:
- Enhance operational processes through continuous improvement initiatives and best practices.
- Ensure smooth IT operations, including help desk support, system updates, and troubleshooting.
- Monitor and manage IT and operations budgets, ensuring cost-effective solutions and ROI.
- Digital Transformation:
- Lead and champion digital transformation projects aimed at improving operational efficiency and customer experience.
- Stay abreast of emerging technologies and trends to drive innovation within the organization.
- Collaborate with cross-functional teams to integrate new digital tools and platforms.
- Risk Management and Compliance:
- Identify and mitigate technology-related risks, including cybersecurity threats and system vulnerabilities.
- Ensure compliance with relevant regulations, standards, and industry best practices.
- Develop and maintain business continuity and disaster recovery plans.
Your Background:
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field; MBA or advanced degree preferred.
- 10+ years of experience in technology leadership roles, with a proven track record in managing IT, data analytics, and operational functions.
- Extensive experience with Salesforce CRM, Tableau, ChurnZero, and other relevant technologies.
- Demonstrated expertise in strategic planning, team management, and operational efficiency.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and interpersonal skills, with the ability to interact effectively with executive leadership and cross-functional teams.
- Proven ability to manage budgets and ensure financial performance.
Must be able to travel 3-4 times a year for onsite team meetingsWork Authorization:Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding. Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.