Application Manager

Overview

The Application Manager reports to the CX Technology & Innovation Manager and works primarily with the CX Technology & Innovation team and the Customer Service Operations team. The Application Manager is responsible for defining and driving the strategic roadmap of the CRM tool in alignment with the CX Technology & Innovation Manager, to reach our North Star: 80% Automation and 20% XLent Human Service, while maximizing customer and agent satisfaction. The Application Manager oversees planning, prioritization, and execution of CRM developments, ensuring scalability, reliability, and seamless integration with third-party applications. This role bridges the gap between strategic objectives and day-to-day operations, ensuring the CRM evolves to meet current and future business needs. To do so, they are assisted by CRM Specialists and work closely with cross-functional teams. The Application Manager leads the long-term strategic development of the CRM, translating b...