Manager Client Services

Global luxury retailer is looking for a Manager Client Services Application

The Manager, Client Services Application is responsible for the comprehensive management, support, and optimization of our diverse suite of client services applications, which are fundamental to delivering an elevated client experience within our best-in‑class call center. The successful candidate will oversee both our existing legacy environment and a growing portfolio of complex, cloud‑based platforms, including Salesforce Service Cloud, Commerce Cloud, Vonage, and new Order Management System (OMS) platforms.

• Application Management & Support: Provide expert‑level application management and support for a wide array of client services applications, ensuring high availability, optimal performance, and seamless operation for our call center.
• Cloud‑Based Platform Expertise: Oversee and manage complex, robust cloud‑based applications, leveraging their capabilities to deliver an elevated and consistent client experience.
• System Oversight: Maintain a complete and holistic overview of all applications supporting the call center, ensuring they collectively contribute to a best‑in‑class operational environment.
• Hybrid Environment Management: Strategically manage and support both existing legacy systems and integrate new, cutting‑edge platforms, ensuring smooth transitions and interoperability.
• New System Implementation & Optimization: Lead the support, maintenance, and optimization efforts for key new systems, including Salesforce Service Cloud, Salesforce Commerce Cloud, Vonage, and new Order Management System (OMS) platforms.
• Business Continuity: Play a critical role in ensuring the business continuity of call center operations, with support responsibilities becoming increasingly vital as the call center grows in scale and complexity.

• Bachelor's degree in Computer Science, Information Technology, or a related field;
  Master's degree preferred.
• Minimum of 4+ years of progressive experience in application management, support, or a similar role, specifically within a client services or call center environment.
• Demonstrated expertise in managing and supporting complex, cloud‑based application ecosystems.
• In‑depth, hands‑on experience with Salesforce Service Cloud and Salesforce Commerce Cloud is essential.
• Familiarity with communication platforms such as Vonage.
• Full end to end payment handling and processing / setup and integration.
• Proven experience with Order Management Systems (OMS) platforms.
• Ability to effectively manage and support both legacy and modern application environments.
• Strong understanding of the software development lifecycle (SDLC) and experience contributing to system enhancement and development projects.