• Manager, Content Specialist

    Location US-Remote
    Job ID
    Professional Services - Software Development or Programming
    Pos. Type
    Full Time
  • Company Overview

    At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.


    Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.


    Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

    Job Summary

    The Professional Services Manager will oversee and mentor a team of 7+ Virtual Assistant (chatbot) Content Specialists, who deliver and optimize Virtual Assistants for top tier Fortune 500 Enterprises. The role will expose you to evolving, cutting edge technologies that are changing the way humans and automated systems interact in everyday life.

    The PS Manager reports to the Sr Manager of Virtual Assistant Content Design for North America Digital Solutions. He/she manages a team of Content Specialists who play a supporting role in delivery and optimization, supporting the company-client relationship, ensuring customer satisfaction. Provides labor planning and coordination of activities between client and company personnel. Mentors Content Specialists to professional growth and retains team members. Drives process and methodology optimization for the team. Works with cross departmental teams to resolve Content-Specialist level issues impacting project delivery and/or customer satisfaction.


    Principal duties and responsibilities:


    Manage a geographically dispersed team of Content Specialists who play a supporting role in the design, delivery and success of Virtual Assistant solutions for some of the largest US and Global enterprises using our core technologies including natural language understanding and AI
    - Oversee staffing, mentoring and professional growth of team members
    - Provide continuous performance feedback, and lead annual performance review for team
    - Collaborate with peers in the APAC and EMEA regions to maintain standardization across the Content Specialist practice
    - Gain a thorough understanding of relevant Nuance technologies and tools
    - Gain a thorough understanding of core Nuance client management and team processes/standards and ensure the team successfully demonstrates these
    - Fulfill the Vision, Mission and KPIs as set forth by Sr. Management
    - Drive customer satisfaction as a primary goal
    - Execute and help refine best practice implementation programs and consistency across the group
    - Assist team in resolving customer escalations, questions, complaints and requests


    Education: BA / BS or equivalent experience in human factors engineering, product interface design, linguistics, cognitive science, experimental psychology, technical writing, or related field and/or comparable/relevant work experience


    Minimum years of work experience: 8-10 years, with 5+ years in a management role


    Required skills:

    • Must possess a passion for new, quickly-evolving technology
    • Past experience in client delivery and/or customer success management for SaaS
    • Experience managing geographically dispersed teams
    • Domain knowledge in Customer Care/Contact Centers
    • Ability to coach, develop, and mentor high performing teams
    • Ability to drive continuous improvement in the team, processes, and the way work is done
    • Solid analytical approach to problems and problem solving
    • Highly independent and capable of fulfilling multiple commitments concurrently
    • Able to learn and acquire new technical skills as Nuance technologies evolve
    • Proficiency in standard business tools (Excel, MS Project, etc)

    Preferred skills:

    • Business Analyst background or experience
    • Experience with information architecture
    • Experience with Natural Language Understanding is a plus

    Additional Information

    Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  


    Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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