At Talkdesk, we are redefining customer engagement with our industry-leading Contact Center as a Service (CCaaS) solutions. Our mission is to empower organizations to deliver exceptional customer experiences through innovative technology and data-driven insights. We are seeking an experienced and visionary Director of Data Platform to join our team. In this strategic role, you will lead our data initiatives, architect cutting-edge data solutions, and drive data-driven decision-making across the organization. You will be instrumental in shaping our data strategy and enhancing our platform's capabilities to support our ambitious growth plans.
Key Responsibilities:
Strategic Leadership: Develop and execute a comprehensive data strategy that aligns with Talkdesk's business objectives and enhances our product offerings.
Data Architecture: Work with your engineering counterpart to oversee the design and implementation of a scalable data architecture that supports real-time analytics, machine learning, data integration, and addresses Big Data challenges such as data volume, variety, velocity, and veracity.
Team Development: Lead and inspire a team of product managers, fostering a culture of innovation, collaboration, and continuous learning.
Cross-functional collaboration: Partner with customers, partners, and adjacent areas, such as engineering, sales, and customer success, to identify data needs and deliver impactful insights that drive business growth.
Performance Metrics: Define and track key performance indicators (KPIs) to assess the impact of data initiatives and ensure alignment with company goals.
Stakeholder Engagement: Effectively communicate data insights and strategies to executive leadership and other stakeholders, translating complex data concepts into actionable business strategies.
Participate in industry events, customer briefings, analyst briefings, and advisory boards.
Preferred Background
Bachelor's degree in Computer Science, Data Science, or a related field; advanced degree preferred.
8+ years of experience in data management, analytics, or a related field, with at least 3 years in a leadership role. Experience with contact center / customer experience center reporting and metrics preferred.
Strong experience with modern data platforms, data warehousing, and ETL processes, particularly in cloud environments.
In-depth knowledge of data privacy regulations and governance best practices.
Proven ability to solve complex problems with a strategic mindset and execute projects effectively.
Excellent English communication and interpersonal skills, with a track record of successful collaboration across teams.
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
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