CX Program Manager/Channel Initiatives Specialist (Six Sigma, Contact Center) - R01565115

About Brillio Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world‑class professionals, referred to as "Brillians", distinguishes itself through its capacity to seamlessly integrate cutting‑edge digital and design thinking skills with an unwavering dedication to client satisfaction. Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year. Primary Skills Contact center Program Management Data Analyst AI Business Analyst Six Sigma Voice Customer management Job Requirements Years of Experience: 8+ years Location: Frisco, TX (Hybrid 2-3 days) Job Description As a consultant within the DE team, you will work with our clients to define their digital strategy and execution roadmap, and design and implement differentiated digital solutions to help deliver measurable value. As the client continues to evolve into a consumer‑centric business, the Channel Initiatives Specialist plays a pivotal role in identifying and driving key programs to successfully uncover the root cause behind top customers and support expert pain points. In this role, the Channel Initiatives Specialist will be an important member of our Customer Service Team and will report to the Director of Voice of the Customer and Channel Initiatives. You will own our root cause channel initiative program ensuring customer service improvement initiatives are planned, aligned, and executed against business and customer objectives – with a focus on reducing costs from the business. In addition to the management of the larger program, you will also directly lead specific root cause initiatives. You will partner closely with Vendor Managers, Data Analysts, Quality Assurance, Product, Engineering, Fraud, Operations, and Marketing teams. Your goal is to ensure the successful management, implementation, and adoption of the client's customer service root cause to ultimately deliver great experiences for customers worldwide while supporting long‑term business growth. Key Responsibilities Identify root cause and determine recommendations to product, process and training opportunities. Lead multiple channel initiatives focused on call deflection and chat containment. Use customer data from call/chat transcripts, survey data and AI tools to identify top pain points in the customer and agent experiences and lead efforts for continuous improvement and guide decision‑making. Collaborate with other departments to ensure alignment and buy‑in for product, process, and training improvement recommendations. Quantify impact of pain points and recommended changes. Oversee multi‑focused initiatives across the customer service organization. Interface regularly with global vendor managers and product and marketing teams to coordinate marketing campaigns and bring visibility to our vendors. About You 3+ years of experience in process and performance improvement using Lean Six Sigma principles. 3+ years of experience in program/project management. Knowledge of customer service and call centre operations. Knowledge of data mining using AI tools (Copilot, Genie, etc.). Must have experience in planning, organising, and executing projects related to customer service improvements. Proficient in Lean Six Sigma principles (DMAIC, Kaizen, etc.). Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact. Effective presentation skills with ability to translate data into actionable insights. Independent thinker with focus on achieving organisational goals through process optimisation. Strong written and verbal communication skills for both customer and cross‑functional audiences. Experience managing programmes with geographically dispersed teams. Thrive in fast‑paced, dynamic environment with changing priorities. Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance. Enjoy working in a collaborative and supportive work environment. Equal Employment Opportunity Declaration Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation. #J-18808-Ljbffr Brillio