Senior Manager, Technology Consulting (Implementation), Customer Experience

Job description

At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love.

But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally.

Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them.

Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light.

You won't have to look to find growth opportunities—ready or not, they'll find you.

From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business.

Join over 5,000 people across the globe who think that's work worth doing.

Senior Manager, Technology Consulting (Implementation), CX

Why We Have This Role

At Qualtrics, our Technology Consulting Team is the heartbeat of our organization.

We are instrumental in ensuring our clients derive maximum value from our products and services, from the initial onboarding to training, technology setup, and systems integration.

As trusted advisors, we comprehend our clients' objectives and provide innovative solutions to address their challenges.

We foster innovation within Qualtrics, driving improvements in operations and product enhancements.

As a Technology Consulting Manager within the CX Delivery team, you will combine your passion for leading teams and engaging customers, with your ability to solve complex technical and business problems.

Working closely with members of the Qualtrics Experience Management (XM) Services leadership team, you will help build our Implementation organization by designing and establishing new processes, tools and policies, and improving team effectiveness to ensure the team scales efficiently as the company continues to grow.

You will be the senior manager for our CX teams in our Chicago office, tasked with leading our growing and managing our teams of Technology Consultants to ensure our solutions are delivered to world-class standards.

If you have 6-10 years of solution delivery experience, have led teams for 4-8 years, managed diverse technical and business stakeholders, excel in communication and problem-solving, and aspire to contribute to a growing tech company, Qualtrics could be the ideal place for you.

How You'll Find Success

• Effective Coaching: Provide coaching and mentorship to guide career development.
• Performance Assessment: Accurately evaluate team members' performance and provide actionable feedback.
• Resource Management: Manage team capacity, forecasting, financial performance, and resource allocation.
• Project Portfolio Oversight: Oversee the delivery of diverse projects varying in size and complexity.
• Cross-functional Collaboration: Collaborate with leaders across different functions to develop and execute multidisciplinary solutions and improve the customer experience
• Process Enhancement: Design and implement scalable processes to exceed client expectations.
• Continuous Improvement: Set up mechanisms for ongoing improvements in tools and ways of working.
• Client and Partner Engagement: Build relationships with key clients, partners, and internal counterparts.
• Effective Communication: Communicate the team's impact and results to key stakeholders and act as an advocate for the team within Qualtrics.
• Product Knowledge: Maintain an expert knowledge of the Qualtrics Experience Management (XM) Platform and other products, contributing to product quality and customer experience improvements.
• Sales Support: Experience with participating in sales process, including identifying client requirements, scoping discussions as well as RFP response preparation
• Product Development: Collaborate with the Product team to provide real-world client insights that shape the Product roadmap.
• Talent Strategy: Develop new strategies and partner with fellow leaders to meet ambitious hiring goals.

How You'll Grow

• Leadership Development: Opportunity for leadership development.
• Skill Enhancement: Opportunities to enhance skills in solution delivery, team leadership, and stakeholder management.
• Career Advancement: Potential for career advancement within a rapidly growing tech company.

Things You'll Do

• Team Leadership: Lead a high-performing team to deliver Qualtrics solutions effectively.
• Performance Evaluation: Assess team members' performance and provide feedback.
• Resource Management: Manage team capacity, forecasting, and resource allocation.
• Project Portfolio Oversight: Oversee the delivery of diverse projects.
• Cross-functional Collaboration: Collaborate with leaders across functions to develop multidisciplinary solutions.
• Process Enhancement: Design and implement scalable processes.
• Continuous Improvement: Establish mechanisms for ongoing improvements.
• Client and Partner Engagement: Build relationships with key clients and partners.
• Communication: Communicate the team's impact and results to stakeholders.
• Product Knowledge: Maintain an expert knowledge of Qualtrics products.
• Sales Support: Assist in the sales process by meeting with senior client executives.
• Product Development: Collaborate with the Product team to provide client insights.
• Talent Strategy: Develop strategies and partner with leaders to meet hiring goals.

What We're Looking For On Your Resume

• Management Experience: 4-8 years of team management experience.
• Project Delivery: 6-10 years of experience delivering large-scale projects.
• Domain Expertise: Deep domain expertise relevant to the team's work.
• Stakeholder Management: Track record in managing project stakeholders, deliverables, and risks.
• Strategic Thinking: Natural strategic thinker with strategic planning experience.
• Conflict Resolution: Experience with conflict resolution and complex escalations.
• Education: Bachelor's Degree (or International Equivalent) MBA or advanced degree in a technology related field preferred, but not essential

What You Should Know About This Team

• Collaborative Environment: We work collaboratively and have a significant impact as a team.
• Commitment to Growth: We are committed to career growth and offer opportunities for advancement.
• Innovation Focus: We champion innovation and actively contribute to improving operations and products.

Our Team's Favorite Perks and Benefits

• Flexible hybrid work model with 3 mandatory in-office days and 2 remote/flexible days
• Comprehensive benefits package including medical, dental, vision, life insurance, and wellness programs
• Access to global and regional employee resource groups (Q-Groups) promoting diversity and inclusion
• Regular team events, learning stipends, and a modern, collaborative office environment
• Recognized for company culture, leadership, and diversity with multiple Best Places to Work awards

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader.

These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation.

For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals.

As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience.

A sign-on bonus and restricted stock units may be included in an employment offer.

Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, mental health benefits, and an experience bonus.

For a detailed look at our benefits, visit Qualtrics US Benefits.

Required Skill Profession

Operations Specialties Managers