Vice President IT, Customer Care Technology
3 days ago
Columbus
About 1-800-Flowers.com, Inc. 1-800-Flowers.com, Inc. is a leading online gifting and experiential commerce company with a family of iconic brands including 1-800-Flowers.com, Harry & David, Cheryl’s Cookies, PersonalizationMall.com, Things Remembered, and more. Our mission is to inspire more human expression, connection, and celebration—powered by innovative customer experiences and a seamlessly integrated technology ecosystem. Key Responsibilities Strategic Technology Leadership • In conjunction with the Business and Product Management, define and execute a multi-year technology vision and roadmap spanning:, • Customer Care platforms (CCaaS (Contact Center as a Service), CRM, customer accommodations, digital engagement, WFM and analytics, • Develop and execute Enterprise Order Management integrations for exception handling, • Collaborating with Product Management to develop AI & Virtual agents’ strategy and execution, • Align technology investments to measurable business outcomes including:, • CSAT / NPS improvement, • Cost-to-serve reduction, • CSRs end-to-end productivity improvements, • Ensure reliable, secure, compliant, and scalable technology platform to deliver operational capability across:, • Voice, chat, email, SMS, and digital service channels, • Integrated order capture and exception handling, • Work collaboratively within IT (and business) on integrations across ERP, WMS, TMS, Digital Commerce, Payments, real-time Inventory visibility and enterprise data platforms to drive a seamless customer and agent experience, • Collaborate on Customer Center strategy, design, reliability, and optimization:, • IVR, call routing, telephony platforms, • Order exception management workflows, • Self-service and agent assisted transactions, • Lead large-scale technology transformation programs including:, • CCaaS implementation & migrations, • CRM modernization, • Workforce forecasting, planning and scheduling solutions, • Autonomous agents and customer experience improvements, • Implement agile engineering practices with outcome-based delivery., • Establish architecture standards for technology selection, deployment, lifecycle management, and technical governance., • Support modernization initiatives leveraging:, • Intelligent call routing and speech recognition, • Predictive inventory analytics, • Support adoption of AI, machine learning, and intelligent automation across customer care., • Support implementation of Agentic AI and autonomous workflow agents to:, • Address and resolve WIMO calls, • Resolve order exceptions, • Automate refunds, replacements, and adjustments, • Proactively manage inventory imbalances, • Assist agents with real-time recommendations and next-best actions, • Collaborate and support conversational AI, chatbots, voice bots, and virtual assistants to increase containment, improve personalization, and reduce cost-to-serve., • Deploy predictive analytics and ML models for:, • Call volume forecasting, • Order risk scoring, • Inventory demand sensing, • Backorder prevention, • Establish foresight metrics, alerts and early-warning dashboards to anticipate service spikes, fulfillment bottlenecks, delivery and inventory constraints before customer impact., • Own production support, incident management, and platform stability., • Reduce incident rates and Mean Time to Resolution (MTTR)., • Ensure resilience, disaster recovery readiness, and business continuity., • Enable analytics layer to help business improve:, • Call containment, • Forecast accuracy, • Agent productivity, • Customer and Agent experience, • Cost-to-serve, • Build and lead high-performing engineering, architecture, and operations teams., • Partner closely with:, • Product Management and Customer Care Operations, • Supply Chain & Fulfillment, • Digital Commerce, • Finance & FP&A, • Security & Compliance, • Influence executive stakeholders and participate in steering committee governance., • Ensure alignment with enterprise Intake Planning and capital prioritization processes. Qualifications: Experience • 10+ years of progressive senior technology leadership and management of enterprise platforms experience (Sr. Director or VP level)., • eCommerce environments ($1B+ revenue)., • Deep knowledge of:, • CCaaS platforms (e.g., Dynamics, Genesys, Five9, NICE, Kodex), • CRM platforms (e.g., Salesforce, Dynamics, Zendesk, ServiceNow), • Workforce Management Solutions, • IVR and call/chat routing & optimization, • Strong understanding of:, • Cloud-native architecture, • API and microservices design, • Event-driven integration patterns, • Strategic thinker with firm grasp on innovation and emerging technologies., • Clear communicator with strong business acumen., • Proven ability to influence C-level executives., • Strong vendor negotiation and ecosystem management skills., • Data-driven decision-maker with measurable results orientation., • Bachelor’s degree in Computer Science, Engineering, Information Technology is required., • Advanced degree preferred