• Business Relationship Manager with Global Customer Experience (GCX)
• Location: Alameda CA (Hybrid)
• Vertical- Life Science

JD

The BRM will act as a liaison between ADC Global Customer Experience (GCX) business partners and shared services delivery teams. They will manage customer service IT systems, ensuring optimal functionality, and collaborate with customer service teams to gather and document business requirements for IT systems. The BRM will also oversee the integration of new systems and technologies into the existing GCX IT infrastructure.

Qualifications:

• Minimum: 5-8 years of IT or business experience in a multinational/global organization, strong project management skills, experience with technologies like Salesforce Service Cloud, Salesforce Einstein, Knowledge Management, and CCaaS solutions (e.g., Five9).
• Preferred: Experience in the medical device industry, expertise in data governance and management, proven experience in data integration initiatives, and strong conflict resolution

Responsibilities:

• Business Acumen:

1. Understand business objectives and leverage technology to drive success.
2. Ensure digital solutions comply with global standards.
3. Design solutions to address process gaps and requirements.
4. Problem-solve through data gathering and root cause analysis.
5. Work cross-functionally to ensure IT solutions meet business needs.

• Planning & Execution:

1. Manage multiple projects from initiation to closure.
2. Coordinate delivery efforts to meet project milestones.
3. Facilitate resolution of operational issues.
4. Be flexible and adaptable to shifting priorities.

• Compliance & Communication:

1. Communicate effectively with all levels of the organization.
2. Ensure adherence to regulatory, corporate, and quality standards.
3. Maintain cybersecurity, privacy, and security protocols.
4. Support internal and external audits.
5. Implement policies and procedures in accordance with Quality Management System (QMS) policies.

• Relationship Management:

1. Maintain healthy relationships between business customers and IT delivery teams.
2. Create a productive, collaborative, and friendly team environment.

• Strategic Thinking:

1. Build and maintain expertise on the IT portfolio for ADC Customer Service globally.
2. Analyze business processes and document requirements.
3. Identify alternative solutions and make recommendations.
4. Stay aware of corporate IT standards, technology trends, and regulatory requirements.

skills.