595 Customer Experience jobs in Smyrna

R10071947 Customer Experience Accounts Receivable Specialist (Open)Location:Kennesaw, GA (SAF) - ManagementHow will you CONTRIBUTE and GROW?JOB SUMMARY: Based on the size of the BSCs and the related organizational structures, several - Accounts Receivable Specialists will support the Credit and Collections function within a BSC. The Accounts Receivable Specialist is responsible for the daily tasks related to collection efforts of a portfolio of customer accounts and resolving customer issues related to billing, pricing, cylinder discrepancies, cash applications, as well as various other customer issues. The Accounts Receivable Specialist will effectively communicate and support the Division's collection goals, while providing quality customer service. The Accounts Receivable Specialist will obtain an understanding of Company policies and procedures, and will actively pursue knowledge of skills and tools to be used in all collection efforts. Recognition of significant credit risks and escalation of these matters are critical. Collection efforts are time sensitive, requiring excellent skills in organization and management of time, efforts, and resources. From time to time, research will be required, the Accounts Receivable Specialist will employ skills and resources to achieve a thorough understanding of information. The ideal candidate must be a problem solver with strong written communication skills, as well as a customer first mentality.ESSENTIAL FUNCTIONS: Identify account risks, potential credit problems, spotting AR trends, disputes, and other customer issues. Service oriented, effective communications, follow up skills, critical thinking, team player, conflict resolution skills, adaptability, active listening, decision making, extreme ownership, and empathy. Communicates potential risks to Accounts Receivable Supervisor, as well as field contacts (Branch Manager, Account Manager, Area Sales Manager, or District Manager). Escalate significant matters to Accounts Receivable Supervisor and up. Contact customers regarding invoices / accounts which are past due. Provide information as requested in order to facilitate a quick remittance. Obtain future pay information. Review/release/escalate sales on a routine basis throughout the work day. Prioritize portfolio so collection efforts result in maximum benefits. Watch for key indicators when a customer account is falling behind, becoming delinquent. Maintain quality relationships with branch managers, account managers, district managers and AVPs. These relationships can be critical with collection efforts. Involve regional collections managers when possible and keep them informed of issues at all times. Documentation is critical, log conversations, e-mails and other communications. Organize documentation as to facilitate follow-up efforts. Initiate appropriate follow-up action on mail returned as undeliverable. Identify errors and discrepancies on customers' accounts. Create, investigate, and resolve disputes from beginning to end. General understanding of all other CX disciplines: cash apps, data integrity, account set up, credit, tax, cylinder assets, analytics, disputes, credit memos, pricing Utilize customer service skills at all times to ensure collections efforts do not impair customer relationships. Special projects and other duties as assigned. Are you a MATCH?QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A proven track record of success in prior collection roles, a plus. An ability to see the collections operation as a financially oriented customer service function which balances cost control with support for the business. The candidate must be able to problem solve and quickly research solutions The successful candidate must have a strong "client service" mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals. We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees. We provide a progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children, including 14 weeks of paid child birth benefit for birth mothers on leave, as well as paid parental leave benefits for other associates. Additionally, we offer our employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for employees' dependents, and an Airgas Scholarship Program for dependent children.Your differences enhance our performanceAt Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.Equal Employment Opportunity InformationWe are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Please click here to view the EEO Know Your Rights poster and here to view the Pay Transparency Nondiscrimination poster. Airgas, an Air Liquide Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan or Policy Statement. This plan or policy statement is available for inspection upon request.Airgas, an Air Liquide Company and its group of companies does not discriminate against qualified applicants with disabilities and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at (emailprotected).California Privacy Notice

Position Purpose:

The Principal Data Scientist is responsible for leading data science initiatives that drive business profitability, increased efficiencies and improved customer experience. This role assists in the development of the Home Depot advanced analytics infrastructure that informs decision making by leveraging mastery of both the business and Advanced Analytics Modeling techniques. Principal Data Scientists focus on seeking out business opportunities to leverage data science as a competitive advantage.

As the Principal Data Scientist for Contact Center Transformation, you will lead the development and implementation of advanced AI and Machine Learning (ML) solutions, focusing on large language models (LLMs) and generative AI to enhance self-service experiences in our contact centers. In this role, you will explore innovative techniques, such as LLM chaining and agent-based models, while collaborating closely with engineering architects to ensure that data science innovations align with our overall technology vision.

You will be responsible for creating multi-intent, context-aware AI systems that enable seamless, interactive customer conversations. By applying best practices in natural language processing (NLP), dialogue management, and AI-to-human handoffs, you will ensure smooth, real-time transitions, ultimately enhancing the customer experience.

Working alongside engineering architects and cross-functional teams, you will align AI innovations with the company's broader technology strategy. Additionally, you will optimize large-scale model deployments using techniques like quantization, distillation, and pruning, ensuring that models meet stringent latency and throughput requirements for real-time interactions.

Your expertise in NLP, dialogue management, and AI-to-human handoffs will be crucial in creating a seamless transition between AI-driven and human-assisted services. Beyond technical execution, you will be a thought leader, staying at the forefront of AI research, identifying emerging trends, and translating complex concepts into strategic business opportunities.

Key Responsibilities:

• 25% Solution Development - Utilize advanced expertise when designing and developing algorithms and models to use against large datasets to create business insights; Make appropriate selection, utilization and interpretation of advanced analytics methodologies; Effectively communicate insights and recommendations to both technical and non-technical leaders and business customers/partners; Clearly communicate impacts of recommendations to drive alignment and appropriate implementation; Test alternative methodology and cutting-edge algorithms on business problems to deliver even better solutions and recommendations

• 20% Project Management & Team Support - Work with project teams and business partners to determine project goals; Provide direction on prioritization of work and ensure quality of work; Provide mentoring and coaching to more junior roles to support their technical competencies; Collaborate with managers and team in the distribution of workload and resources; Support recruiting and hiring efforts for the team; Serve as a technical subject matter expert (SME) for one or more data science methods, both predictive and prescriptive

• 20% Business Collaboration - Leverage extensive business knowledge into solution approach; Effectively develop trust and collaboration with internal customers and cross-functional teams; Provide general education on advanced analytics to technical and non-technical business partners; Deep understanding of IT needs for the team to be successful in tackling business problems; Actively seek out new business opportunities to leverage data science as a competitive advantage

• 35% Technical Exploration & Development - Seek further knowledge on key developments within data science, technical skill sets, and additional data sources; Participate in the continuous improvement of data science and analytics by developing replicable solutions (for example, codified data products, project documentation, process flowcharts) to ensure solutions are leveraged for future projects; Define best practices and develop clear vision for data analysis and model productionalization; Support development of cutting-edge, innovative algorithms that would serve as Intellectual Property for Home Depot; Demonstrate and share technical expertise by attending conferences, speaking events and publishing papers; Be a thought leader within Home Depot in one or more Prescriptive Modeling techniques like optimization, computer vision, recommendation, search or NLP; Network with both academic and industry experts to further the application of data science to business problems

Direct Manager/Direct Reports:

• This position typically reports to Senior Manager or above

• This position has 0 Direct Reports and leads/manages projects

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• PhD in a quantitative field (Computer Science, Math, Statistics, etc.) or equivalent work experience.

• 10+ years of experience in business intelligence and analytics

• Expertise in a modern scripting language (preferably Python)

• Expertise running queries against data (preferably with Google BigQuery or SQL)

• Advanced knowledge of Microsoft Office Suite

• Expertise with data visualization software (preferably Tableau)

• Expertise in Prescriptive Modeling like optimization, computer vision, recommendation, search or NLP

• Demonstrated mastery in predictive modeling, data mining and data analysis

• Demonstrated mastery utilizing statistical techniques to identify key insights that help solve business problems

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 10

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Business Insight: Applying knowledge of the business and the marketplace to advance the organization's goals

• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

• Cultivates Innovation: Creating new and better ways for the organization to be successful

• Develops Talent: Developing people to meet both their career goals and the organization's goals

• Drives Vision and Purpose: Painting a compelling picture of the vision and strategy that motivates others to action

• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity

• Optimizes Work Processes: Knowing the most efficient and effective processes to get things done, with a focus on continuous improvement

• Persuades: Using compelling arguments to gain the support and commitment of others

• Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels

• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies

• Tech Savvy: Anticipating and adopting innovations in business building digital and technology applications

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $0.00 - $0.00

**Product Manager/Customer Experience Manager** - Atlanta, GA - 25-05306

**100% Remote**

**W2 or C2C**

Company Overview:

Req ID: 330420

**Job Description:**

**Product Manager/Customer Experience Manager**

NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Product Manager/Customer Experience Managerto join our team in the United States (US)

**Who We Are:**

NTT DATA America strives to hire exceptional, innovative, and passionate individuals who want to grow with us. Launch by NTT DATA is the culmination of the companys strategy to acquire and integrate the skills, experience, and technology of leading digital companies, backed by NTT DATAs core capabilities, global reach, and depth.

**How Youll Help Us:**

As Product Manager you will be responsible for managing the product throughout the product life cycle from planning to execution in support of organizational strategy and objectives. You will collaborate with our clients, business stakeholders, Partners, UX, Engineering and IT teams to define product features, set priorities and lead launches.

**How We Will Help You:**

Joining our Product practice is not only a job, but a chance to grow your career. Given your wide responsibilities, there will be opportunities for professional development. At NTT DATA, we pride ourselves on developing our people, whether it is by getting a certification or connecting you with helpful training so you can continue to deliver increasingly valuable work.

**Once You Are Here, You Will:**

+ Build business cases on-site with our clients to prioritize valuable problems to solve and hypothesized Epics and Features through market research, client research, and competitive analysis.

+ Manage and align an objectives-based product roadmap with clients, and stakeholders illustrating the difference between a product roadmap and an execution plan.

+ Lead a team of product owners to ensure program level priority, focus, alignment, and dependency orchestration to enable vertically sliced delivery, where applicable

+ Establish the product vision for complex and high impact products incorporating leading-edge technologies. Establish value proposition and strategy for new engagements.

+ Responsible for collaborating with team(s) to surface and implement / address improvements / remove impediments that have implications across the department.

+ Function as the voice of the client, interfacing with enterprise leaders as an advocate for your product and communicating the value of the product or new features to internal and

+ external audiences.

+ Align user needs and business value while streamlining and championing delivery channels for product delivery. Includes technical and go-to-market delivery.

+ Develop epic, feature, and user story requirements with acceptance criteria while acting as final release gatekeeper for new functionality (depending on the engagement size, user stories will be delegated to the Product Owner).

+ Define and launch minimum viable products, adding key features/requirements incrementally, making economic tradeoffs along the way.

+ Facilitate strategic road mapping, release planning, sprint planning sessions, retrospectives, and demos.

+ Provide relevant product success metrics and set a metrics strategy/framework.

+ Prepare and deliver written and spoken communications regarding progress and status for both internal and client teams.

+ Contribute content to the Product Management practice monthly.

**Key Responsibilities:**

1. Platform Analysis & Comparison:

Conduct detailed analysis of current legacy visibility platforms and present the superior features and benefits of the new Supply Chain Visibility Platform. Highlight the unique value propositions of the new platform, emphasizing how it addresses customer pain points and enhances visibility for placing orders, searching for inventory, and viewing orders.

2. Upsell and Expand Relationships:

Engage with UPS Post Sales customers to promote the latest visibility platform and demonstrate its enhanced capabilities.

Develop strategies to upsell and cross-sell within existing customer accounts by identifying additional business needs and aligning them with platform features.

3. Product Demonstration and Feedback Collection:

Deliver engaging and informative product demos to potential and existing customers, clearly showcasing the platforms functionality and benefits. Gather customer feedback during and after demos, ensuring key insights are captured and communicated to the Product Management team for future product improvements.

4. Pricing and Negotiation:

Ensure the customer fully understands the pricing structure and value of the Supply Chain platform.

5. Success Planning & Customer Roadmap:

Work closely with the customer to develop a Success Plan and a roadmap for their transition from the legacy visibility platform to the new platform. Outline key milestones, timelines, and resources required to ensure a successful migration.

6. Customer Onboarding and Training:

Lead and execute comprehensive onboarding plans to ensure that customers are set up for success from day one of their platform use.

Provide hands-on training to end users, empowering them to fully leverage the capabilities of the new visibility platform to improve supply chain visibility and operational efficiency.

7. Cross-functional Collaboration:

Work closely with Product Managers and Product Owners to ensure customer feedback is incorporated into ongoing product development.

Collaborate with Operations, Software Engineering, and Support Teams to address any technical challenges or customer concerns that may arise during the onboarding phase.

8. Self-Organization and Decision Making:

Take initiative to independently manage your onboarding pipeline, prioritize tasks, and make informed decisions to drive customer success and meet target dates. Demonstrate an ability to self-organize, work with minimal supervision, and make critical decisions that align with business goals and customer needs.

**Basic Qualifications:**

+ 5+ years of experience in software sales, preferably in the logistics, supply chain, or SaaS industry.

+ 5+ years of experience in upselling and cross-selling software products or platforms, ideally in a B2B setting.

+ 5+ years of experience with Supply Chain visibility platforms and familiarity with Post Sales logistics solutions.

+ 5+ years of experience working in a Product Manager capacity in a software development-based enterprise environment.

+ 5+ years of creating product objectives that align to company strategy. You must be able to consume Objectives and Key Results (OKRs) and other forms of broad strategic themes.

+ 5+ years of experience creating epics, problem statements, and features.

+ 5+ years of decomposing features into user stories for software products.

+ 5+ years creating and maintaining a product metrics artifact.

+ 5+ years establishing goals and objectives for your Product that align to business unit

+ strategy.

+ 5+ years of experience using one or more of the following Agile Lifecycle Management

+ tools (Jira, ADO, etc.,) to create features, stories, and roadmaps.

**Preferred Skills:**

+ Bachelors degree or equivalent combination of education and work experience.

+ Scrum Master or Product Owner Certification.

+ Experience translating product strategy into a well-planned, well-maintained, and

+ prioritized product roadmap.

+ Capable of thriving in a fast-paced, dynamic environment where priorities shift on a

+ regular basis.

+ Ability and willingness to travel up to 25% of the time.

**Ideal Mindset:**

+ Accountable Partner. You stay on track with your goals and take the necessary actions to

+ achieve them.

+ Collaborator. You are someone who wants to see everyone on the team succeed and is

+ willing to go the extra mile to help a teammate in need.

+ Curious Mind. You ask questions, listen, observe, and have disruption tolerance.

+ Honest Challenger. You understand, use, and build your competencies to navigate the

+ workplace and contribute in a meaningful way.

+ Must reside in the US

#LI-NorthAmerica

About NTT DATA:

About NTT DATA Services

NTT Data Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85% of the Fortune 100. NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team. Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $66.12-$74.27. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidates actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

NTT DATA endeavors to make ttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at ttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If youd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

• Build business cases on-site with our clients to prioritize valuable problems to solve and hypothesized Epics and Features through market research, client research, and competitive analysis.
• Manage and align an objectives-based product roadmap with clients, and stakeholders illustrating the difference between a product roadmap and an execution plan.
• Lead a team of product owners to ensure program level priority, focus, alignment, and dependency orchestration to enable vertically sliced delivery, where applicable
• Establish the product vision for complex and high impact products incorporating leading-edge technologies. Establish value proposition and strategy for new engagements.
• Responsible for collaborating with team(s) to surface and implement / address improvements / remove impediments that have implications across the department.
• Function as the voice of the client, interfacing with enterprise leaders as an advocate for your product and communicating the value of the product or new features to internal and
• external audiences.
• Align user needs and business value while streamlining and championing delivery channels for product delivery. Includes technical and go-to-market delivery.
• Develop epic, feature, and user story requirements with acceptance criteria while acting as final release gatekeeper for new functionality (depending on the engagement size, user stories will be delegated to the Product Owner).
• Define and launch minimum viable products, adding key features/requirements incrementally, making economic tradeoffs along the way.
• Facilitate strategic road mapping, release planning, sprint planning sessions, retrospectives, and demos.
• Provide relevant product success metrics and set a metrics strategy/framework.
• Prepare and deliver written and spoken communications regarding progress and status for both internal and client teams.
• Contribute content to the Product Management practice monthly.

• 5+ years of experience in software sales, preferably in the logistics, supply chain, or SaaS industry.
• 5+ years of experience in upselling and cross-selling software products or platforms, ideally in a B2B setting.
• 5+ years of experience with Supply Chain visibility platforms and familiarity with Post Sales logistics solutions.
• 5+ years of experience working in a Product Manager capacity in a software development-based enterprise environment.
• 5+ years of creating product objectives that align to company strategy. You must be able to consume Objectives and Key Results (OKRs) and other forms of broad strategic themes.
• 5+ years of experience creating epics, problem statements, and features.
• 5+ years of decomposing features into user stories for software products.
• 5+ years creating and maintaining a product metrics artifact.
• 5+ years establishing goals and objectives for your Product that align to business unit
• strategy.
• 5+ years of experience using one or more of the following Agile Lifecycle Management
• tools (Jira, ADO, etc.,) to create features, stories, and roadmaps.

• Bachelor's degree or equivalent combination of education and work experience.
• Scrum Master or Product Owner Certification.
• Experience translating product strategy into a well-planned, well-maintained, and
• prioritized product roadmap.
• Capable of thriving in a fast-paced, dynamic environment where priorities shift on a
• regular basis.
• Ability and willingness to travel up to 25% of the time.

• Accountable Partner. You stay on track with your goals and take the necessary actions to
• achieve them.
• Collaborator. You are someone who wants to see everyone on the team succeed and is
• willing to go the extra mile to help a teammate in need.
• Curious Mind. You ask questions, listen, observe, and have disruption tolerance.
• Honest Challenger. You understand, use, and build your competencies to navigate the
• workplace and contribute in a meaningful way.
• Must reside in the US