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*Digital Service Manager CCM (Customer Contant Management)*
- Location: Bogotá

About The Job
At Empresa confidencial, we’re committed to providing the next-gen healthcare that patients and customers need. It’s about harnessing data insights and leveraging AI responsibly to search deeper and solve sooner than ever before. Join our Digital Team as Digital Service Manager CCM.

As the Service Manager - Salesforce CCM within our Digital Services team, you will be accountable for the end-to-end service quality and value at optimized costs as well as overseeing continuous improvement, ensuring delivery per agreements, promoting stakeholder collaboration, and driving service automation while maintaining design simplicity to maximize customer satisfaction for all digital solutions supporting customer contact management and contact center operations across Empresa confidencial's integral operations.

Join the team transforming the end-to-end Customer Contact Management (CCM) processes, systems, and operating model and deliver standardized, scalable,



and innovative digital solutions across the value chain, spanning upstream customer service activities and downstream Customer Contact Management (CCM) capabilities.

The Salesforce CCM domain covers case management, omnichannel customer support, AI-powered service automation, contact center operations, and is a critical contributor to customer satisfaction, service efficiency, and digital transformation performance.

Main Responsibilities
- Designs of the overall service, is accountable for the quality of the service at optimized costs
- Supervise continuous improvements cycles to meet, maintain, increase service consumers satisfaction in alignment with the technology leadership's strategy
- Ensures the set-up of the operational service model/framework and ensures delivery according to agreements with service recipient representatives.
- Define, monitor measure and meet Appropriate Service Level Agreements [SLA], with the Customer, and Operational Level Agr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b0coe

📌 Digital Service Manager CCM (Bogotá)
🏢 Importante grupo
📍 Bogotá