IT Manager, Customer CareNew

HelloFresh
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The opportunity

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence.

What you'll do

  • Customer Care Technology Enablement: Engineer, administer, and optimize Customer Care technologies that enable customer service and revenue-supporting operations. Manage telephony, including voice, callbacks, and outbound dialers, alongside messaging, SMS, social media, email, chatbots, and external platform integrations. Manage routing, IVRs, phone numbers, operational configurations, platform health, releases, and vendor coordination across Genesys Cloud CX, Twilio, Mindful Feedback, and other platforms and services.

  • Technical Leadership: Provide technical direction across Customer Care IT and lead assigned projects and initiatives through solution design, technical decision-making, stakeholder coordination, dependency management, testing, implementation, operational handover, and resolution of complex or high-impact technical issues.

  • Ticket and Incident Management: Own technical requests and incidents through resolution, including investigation, root cause analysis, escalation, corrective actions, and SLA tracking. Ensure requests received outside standard channels are logged.

  • User and Access Management: Manage onboarding, offboarding, licences, roles, queues, MFA, access reviews, and bulk user changes following approved access controls and least-privilege principles.

  • Security and Compliance: Apply security, privacy, access, data handling, credential management, and change controls across Customer Care technologies. Identify and escalate security risks, vulnerabilities, or control gaps through established processes.

  • Automation: Identify and automate repetitive or inefficient processes. Build,: test, document, maintain, and improve approved automations.

What they're looking for

  • AI Adoption: Use approved AI capabilities to improve daily tasks, including: investigation, analysis, documentation, knowledge retrieval, ticket handling, and other operational activities.
  • AI and Automation Administration: Administer approved AI and automation capabilities, including configuration, access, integrations, monitoring, and governance controls.
  • Reporting and Audit: Develop and maintain reports and dashboards, fulfil data requests, and provide audit evidence.
  • Operational Readiness: Enable seasonal ramps, new-hire cohorts, peak periods, and platform changes within a 24/7 Customer Care operating environment.