South Korea Job Openings
Afiniti
Global Delivery Lead
September 30, 2024
About Afiniti
At Afiniti, we are a leading provider of artificial intelligence technology that elevates the customer experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.
Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.
Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality. We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.
To learn more about Afiniti and the groundbreaking work we do, visit www.afiniti.com.
Global Delivery Lead – Seoul, South Korea
Afiniti is looking to add a seasoned, energetic and self motivated Global Delivery Lead, leading both the implementation and in-life services for key accounts across Korea and the APAC region. The Global Delivery Lead will report to EVP of Global Delivery and work closely with technical functional leads and the General Manager and Sales Teams across the Afiniti organization. The Global Delivery lead will directly manage Project Managers and Technical Account Managers, as well manage virtual delivery and technical account teams.
Key Responsibilities
The Global Delivery Lead is accountable for all of the technical activity within each client and the growth of the relationship with the technical C-Suite leaders and decision-makers within each account.
- Accountable for creating high performing and focused technical teams across Afiniti to deliver every aspect of the customer implementation through to in-life technical performance
- To lead, plan and co-ordinate all customer implementation activity directly with the customer organization and across Afiniti, with a constant push on reduction of end to end delivery time whilst maintaining the highest quality outcome.
- Establish, strengthen , and enhance top-level relationships (CTO/CIO/CDO and other technical decision-makers) within each client account, becoming the trusted AI partner and garner interest in ATAB (Afiniti Technical Advisory Board) membership
- Create opportunities to position Afiniti as a leading Artificial Intelligence partner
- Investigate, listen and understand the customer in great detail, understand working practices and important challenges and with that context create further sales opportunities through the deployment of further Afiniti use cases and products.
- Accountable for continually improving relationship NPS with the customer technical teams
- Lead and manage customer crisis and escalation management processes
- Accountable for being the single point of contact across Afiniti for all technical and service related issues for your client base.
Preferred Qualifications
The ideal candidate will have both a wide ranging technical experience but also a rounded experience of working in large organizations. The ideal candidate will also have strong project delivery and operational management experience. Excellent organizational skills, strong verbal and written communication abilities and a keen eye for detail. They must be able to deal with ambiguity. The role requires demonstrated ability to drive results and posses strong interpersonal skills. Additional requirements include:
- Bachelors degree required and Minimum of 15 years experience
- Has directly managed large teams of 50+ FTE in a technical environment, including communication, negotiation and conflict resolution skills
- Experience in big data and data analytics is preferred.
- Experience with contact center telephony systems (either customer or vendor side) is preferred.
- Experience in network and network security technologies
- Understanding of security regulations i.e. Local Data protection laws ,PCI, SOX, GDPR etc
- Consulting or professional sales experience
- Demonstrate the ability to influence senior stakeholders both financially and strategically
- Displays high levels of self-awareness and emotional intelligence in all situations
- Authentic, transparent, considerate and works hard to create a winning team
- Possess breadth and depth technical understanding and have the ability to put technical issues into simply laymans terms
- Language Requirements: Fluency in both English and Korean is required.
- Preferred Qualifications: Candidates with hands-on experience are preferred, especially those who can delve into technical details.
Location/Remote Work Statement
Hybrid opportunity, Seoul based
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