Transformation Team Leader

Responsibilities:

The candidate must demonstrate strong management, recruiting and leadership capabilities with an ability to clearly communicate and present the team’s overall charter and deliverables.  The position requires a unique combination of strategic and tactical skills that will enable you to significantly impact the delivery of transformative analytics and process improvements to our client.  

• Lead and provide direction to the Transformation team in setting the research agenda, determining project priorities based on the various client and strategic initiatives.  Team members comprise of a team of both analytics and statistical staff, data modelers and process re-engineers.
• Be a thought leader around new trends around the delivery of customer service including self-service, social media and other emerging digital technologies.
• Partner with our client and operations to incorporate the advanced analytics into proactive customer insights and partner with operations for the deployment of new service transformative processes.
• Evaluate research projects and explore new methodologies. Lead the analysis and understanding of customers using large scale Big Data and other emerging analytical methods.
• Able to effectively visualize, communicate and translate results to Executive and senior client and team members in appropriate business terms.
• Establish and maintain a measurement system to track the successful implementation of transformation initiatives as well as their on-going impact to Stream’s operations and the larger client service delivery network.

• German & English speaker
• Graduate-level or PhD in Computer Science (or related field) or equivalent experience. Specialization/research focus in machine learning, data mining, Big Data Analytics, Speech Analytics, statistics or a related field highly desired.
• Skill in providing an exceptional customer experience and understanding of customer service models
• Excellent presentation and visualization skills and presenter of data, solutions and concepts to customers
• 5-10+ years of commercial experience in developing recommendation systems, predictive analytics algorithms, data mining, Information retrieval, and building machine learning systems to solve large scale customer service problems. Experience in analyzing web scale transaction data is valuable.

• A results/delivery-oriented professional who effectively assesses product development trade-offs and finds creative solutions to problems.   He/she will possess strong engineering process fundamentals in setting accurate delivery timelines and managing accordingly.
• Excellent leadership skills and the ability to attract, motivate, train and retain an international world-class team in remote locations
• A demonstrated high level of analytical rigor and the ability to sift through significant amounts of information to isolate the essence of effective solutions that are meaningful to the Company’s vision and strategies.
• A confident peer influencer with strong communication skills (both oral & written) who quickly establishes credibility at all levels and can leverage the technical vision of the company internally and externally.
• People management; ability to set and negotiate priorities; adept at seeing and navigating the big picture.
• A broad business professional possessing a company-wide perspective of issues and their implications.
• A proven track record in a fast-paced, hands-on start-up environment is ideal.  This experience could have been acquired within a large company, but true start-up experience is ideal.
• Excellent financial acumen to build and track business cases and transformation benefit systems
• Six sigma or similar process engineering experience preferred.