Sr Manager Project Transformation

This role will help to ensure business optimization as it relates to the Contact Center Omnichannel platforms.  This role will be the gatekeeper for the relationship build with our customers and the liaison with the business.
Focused in understanding, analyzing, and validating the evolving business and ensuring changes are aligned to the voice and digital channels guiding principles and translating business requirements into technical change requests.
This role is an organic contribution to the Customer Experience providing capacity to enhance, empower, inspire our people and propose technology driven solutions in a digital environment, working within Customer Experience area, to conceive, develop and produce effective transformation Strategies.
The perfect candidate should be oriented to service and embrace the Omotenashi Ethos, our Japanese based hospitality service model.

Contribution & Responsibilities

1. Develop and execute the contact center transformation strategy aligned with organizational goals.

2. Define the roadmap for digital adoption (AI, chatbots, voice bots, IVR modernization, workforce optimization).

3. Drive omnichannel engagement capabilities (voice, chat, email, social, self-service).

4. Lead end-to-end delivery of transformation initiatives from planning to execution.

5. Partner with IT, operations, vendors, and business units to ensure seamless implementation.

6. Track KPIs and ensure transformation projects deliver measurable business outcomes.

7. Evaluate and implement contact center platforms, CRM integrations, workforce management tools, and analytics solutions.

8. Drive adoption of automation, self-service, and AI-driven solutions.

9. Redesign customer journeys to improve first contact resolution, reduce handling time, and elevate customer satisfaction.

10. Implement best practices for knowledge management, call routing, and quality monitoring.

11. Collaborate with business stakeholders to ensure operational readiness and adoption.

12. Change Management & Stakeholder Engagement

13. Champion for change management initiatives to foster adoption across teams.

14. Communicate effectively with executives, managers, and frontline staff to align on goals.

15. Provide training and capability-building support for teams.

Scope & Role Dimensions

• Master understanding of contact center and digital technologies.  Strong understanding of culture and experience positively driving culture particularly fluent in Omotenashi.
• Experience in project management, agile methods etc.  Strategic thinking with execution focus.  Ability to manage multiple priorities in a fast-paced environment.
• Strong leadership and team collaboration.  Ability to set clear strategic direction, aligned with Markets, Propositions, Channels and Functions
• Passion for customer experience and digital innovation.
• Experience of customer journey mapping, Optimization, and an eye for continuous improvement   Ability to drive agile change and innovation with respect to costs, revenue, and service.
• Strong interpersonal skills and ability to bring the organization/teams along with the CX journey. Understands how to navigate the matrix and drive integration opportunities.

Internal Relationships

Portfolio Customer management and daily service requirements and interactions

Collections Customer past due follow up and servicing

Credit Customer origination to onboard new customers

CRM Design and development for Customer Notifications and campaigns

Marketing Campaign design and development for customer outreach.

IT Development and integration of systems, telecommunications support, ongoing maintenance, and customer balance statements.

Commercial Primary Customer Service liaison for business unit interaction with CrediNissan, INFINITI Financial Services, Renault Financial Services, Mitsubishi Motors Financial Services, and new product development.

Relaciones Externas

Dealers Providing support and service to dealers for onboarding new customers.

Andanac Providing support and service to the dealer network.

NMEX / CQ Serving as a liaison for Nissan customers through the contact center.

NMEX / Relational Marketing Digital lead management 

NMEX / INFINITI Serving as a liaison for INFINITI customers through the contact center as well as Infiniti Financial Services 

MMEX / Post Sell Serving as a liaison for Nissan customers through the contact center for post sell Campaigns

Vendors Coordinate multiple vendors to enhance internal workflows, manage RFPs, and identify new service opportunities.

Experience & Skills

• Knowledge & Skills: Familiarity with conversational AI is considered an asset. Fluent in Sales Finance or Financial Services industries.
• Work Experience: Minimum of 5–7 years of experience in the financial services industry and/or customer service, preferably in Sales Finance. Bachelor's degree required; MBA in a related field is preferred.
• Education Level: Bachelor's degree required; MBA preferred.
• Field of Study: Business Administration, Marketing, Communications, Industrial Engineering, Commercial Relations, or Actuarial Science.
• Technical Skills: IVR, CIVR, Voice Bot technologies, workforce and Salesforce platforms, call routing and routing management technologies, product management.
• Languages: Fluent in English at a business level.
• Willingness to Travel: Yes.

Competencies

• Business Acumen: Ability to use insights about the business environment to enhance talent and drive business results.
• Strategic Thinking & Innovation: Applies systems thinking to identify new solutions that benefit the organization as a whole.
• Project & Change Management: Uses appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; adapts behavior to suit tasks, situations, and individuals involved.
• People-Oriented – Collaboration & Teamwork: Builds and leverages networks to strengthen relationships and alliances in support of organizational goals. "It’s about using those connections intelligently to solve problems and create opportunities."
• Strategic Thinking – Negotiation & Influence: Achieves more win-win outcomes at the negotiation table by persuading through variable exchange, effective listening, turning competition into cooperation, and developing greater empathy, influence, and leadership for successful negotiations.

Safety & Hygiene

• Safety: Applies best practices in safety, hygiene, and 5S methodology within NRFM.
• Environment: Understands the environmental aspects and impacts of their area and job roles.
• Quality: Participates in quality management excellence and internal control activities.

Nissan (NMEX, NEdM, NRFS, NRFM y ANZEN) tratará a todos los empleados y solicitantes de empleo en función de sus méritos, aptitudes y competencias, sin distinción ni discriminación basada en los atributos de una persona como la raza, la etnia, el origen nacional, la cultura, la religión, el género, el sexo, la orientación sexual, la expresión/identidad de género, la discapacidad, el estado civil o la condición de veterano, la edad, el estilo de vida o los cualquier atributo adicionales de diversidad. Es política de Nissan prohibir la discriminación y el acoso de cualquier tipo y ofrecer igualdad de oportunidades laborales a los empleados y solicitantes.

Nissan (NMEX, NEdM, NRFS, NRFM y ANZEN) will treat all employees and job applicants on the basis of merit, qualification, and competency and without regard of an individual’s race, ethnicity, national origin, culture, religion, gender, sex, sexual orientation, gender expression/identity, disability, marital or veteran status, age, lifestyle or any other attribute related to an individual’s diversity. It is Nissan’s policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants.

Jesus Maria Aguascalientes Mexico