Massachusetts Information Technology Jobs

Randstad Sourceright is a global talent leader, providing solutions and expertise that help companies position for growth, execute on strategy, and improve business agility. Our experience encompasses all facets of the talent acquisition of permanent employees and the contingent and contractor workforce. Key offerings include Managed Services Provider (MSP) programs, Recruitment Process Outsourcing (RPO), and Blended Workforce Solutions. Randstad Sourceright offers solutions Globally in North America, EMEA, and APAC. Working for a multi-country organization means working with clients and colleagues from different backgrounds. This results in a digital way of working and requires a proactive and culturally inclusive mindset.

Purpose of the job

The purpose of the Business Intelligence Director of Customer Experience role is to partner with BI stakeholders within RSR (who can include but are not limited to Data Engineering, BI Support Teams, Operational Teams, Internal Teams, and RSR clients) and provide business solutions through data.

The Business Intelligence Customer Experience Director is a pivotal role; you will be responsible for ensuring exceptional customer experiences, managing escalations, troubleshooting issues, and exceeding customer expectations. Your strategic vision and analytical prowess will be the driving force behind our customer-centric initiatives. This position has operational and technical responsibility for reporting, analytics, and visualization dashboards across all operating companies within RSR.

The Business Intelligence Director of Customer Experience must combine deep knowledge in the HR and staffing business with expertise in data solutions for RSR clients and internal business lines. This person acts as a leader for the team and a liaison to data scientists and data engineers to implement solutions and share domain knowledge. The Customer Experience Director supports requests from our clients and internal stakeholders for specialized niche analytics. The impact of this role is encompassed in both excellent technical development and the ability to communicate results and tell a compelling story.

Responsibilities

• Customer Satisfaction: Lead the charge in delivering exceptional customer experiences by developing and maintaining relationships. Utilize feedback, ticket analysis, business intelligence tools, and analytics to identify critical areas for improvement, ensuring customer happiness at every touchpoint. Act as the primary point of contact for customer escalations, ensuring timely and effective resolution of issues

• Escalation Management: Act as the escalation point for complex customer issues, working closely with cross-functional teams to resolve challenges promptly and effectively. Demonstrate strong problem-solving skills and the ability to navigate ambiguity while maintaining a customer-first mindset.

• Troubleshooting and Issue Resolution: Dive deep into customer issues and perform root cause analysis to identify underlying problems. Collaborate with internal teams to develop and implement corrective actions, ensuring timely resolution and preventing future recurrences. Collaborate with cross-functional teams to identify and address customer pain points, improve processes, and enhance the overall customer experience.

• Expectation Management: Set clear and realistic customer expectations, ensuring alignment between their needs and our capabilities. Leverage business intelligence insights to manage customer expectations proactively, anticipating their evolving needs and aligning internal processes accordingly. Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.

• Team Leadership: Manage and mentor a team of Business Intelligence Partners and a Business Analyst, providing guidance and support in their customer-facing roles. Foster a culture of excellence, collaboration, and innovation within the team. Provide guidance and support, helping team members develop their skills and reach their full potential.

Education

• Bachelor’s degree highly preferred, Master’s degree a plus

Experience & Knowledge

• Must have 7-10 years of data-focused experience in the hr space

• Must have five years in a leadership role with experience managing remote teams

• Prior experience on a BI team

• Knowledge and experience in recruitment outsourcing

• Highly analytical mind and strong communication skills with the ability to interact with both technical experts and stakeholders

• Expertise with BI platforms (e.g., Domo, Tableau, PowerBI)

• Proven analytical and problem-solving skills

• Ability to engage with a global team

Knowledge, Skills, and Abilities

• Excellent communication and facilitation skills are required for various levels throughout external and internal organizations

• Excellent presentation skills used in delivering solutions to senior leadership

• Demonstrated continuous improvement, process documentation, and workflow skills

• Excellent leadership skills and the ability to oversee high-performing teams

• Ability to prioritize and manage multiple projects and tasks, and meet deadlines while maintaining quality

• Ability to synthesize and analyze information and ideas

• Strong drive and commitment to delivering outstanding results

• Have the ability to provide value with the use of analytics to help achieve the account’s objectives and the organization’s initiatives

• Ability to create meaningful insights and metrics that aligned with business priorities and objectives

• Data visualization and the ability to interpret data and translate it for non-tech people

• Excellent problem-solving and analytical skills with attention to detail and a well-organized, structured approach to work.

What you need to bring:

• Proficiency using Google mail, calendaring and shared drives

What’s in it for you:

• Largest global staffing leader

• Competitive salary + bonus

• Excellent benefits package - medical, dental, vision

• Generous PTO policy earned from day one

• Education and professional development

• Rapid career growth

• Retirement savings and security

• Employee stock purchase plan

• Paid parental leave

• Short and long term disability

• Employee assistance program and health advocacy

• Health and dependent care flexible spending account

• Metlife auto and home insurance

• Metlife legal plan

• Referral reward program

• Exclusive discounts and programs with dozens of nationwide vendors and retailers

For certain positions, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable state/local mandates, subject to approved medical or religious accommodations. Ask your Randstad representative for more information.

At Randstad, we love to celebrate our hardworking diverse teams demonstrated through our ongoing commitment and diversity awards (https://www.randstadusa.com/about/diversity/) . Ranked as a 2022 DiversityInc Top 50 company, a Human Rights Campaign 2022 Best Places to Work for LGBTQ+ Equality, a Military Friendly company for Veterans, Military Spouses & Suppliers, and a 2022 Staffing Industry Analyst Top 50 Diversity, Equity & Inclusion Influencer to name a few. We are proud of our collaborative culture which is at the heart of Randstad. When you join Randstad you will receive opportunities for competitive & robust benefits, flexible schedules, and the assurance that everyone can be their authentic selves. We are seeking candidates from all backgrounds and demographics and a variety of industries to join a winning team!

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact hrsupport@randstadusa.com .

The base salary range for this position is $114,000 - $180,100.

At Randstad, we know employees that are cared for holistically have the confidence to bring their fullest potential to work, so we make investments in our people.

Pay offered to a successful candidate will be based on several factors including the candidate’s education, work experience, work location, specific job duties, certifications, etc. Based on eligibility, a successful candidate’s total compensation may include a variable pay plan including bonus(es) and/or commission(s). In setting compensation, Randstad complies with all local wage and hour laws and while the pay range listed above is an annual amount, non-exempt employees will be paid hourly and therefore receive the hourly equivalent.

In addition, Randstad offers rich learning & development opportunities, a 401(k) plan, a stock purchase plan, and comprehensive medical, dental, vision, disability and life insurance to uniquely fit your needs. Randstad also focuses on overall wellbeing with our award-winning wellness program, a generous time off policy (including at least 18 paid days off in your first full year, 1 paid volunteer day, and 9 paid holidays), and offers discounts on everything from cell phone plans to car purchases.