American Workforce Solutions · 17 hours ago
Director, Captions Experience
United States
Full-time
Remote
Director/Executive
5+ years exp
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Responsibilities
Establish and continuously monitor performance metrics (KPIs) for the captions service, ensuring alignment with business goals and customer expectations.
Lead efforts to improve the quality, speed, and accuracy of captions using data-driven approaches.
Collaborate with internal teams, including product development and operations, to ensure the smooth functioning and enhancement of the captions service.
Develop and manage a quality assurance system, incorporating robust feedback loops to ensure accuracy, consistency, and adherence to service standards for both automated and agent-assisted captioning services.
Serve as the primary liaison between partners that provide automated and agent-assisted captioning services, managing vendor performance evaluations, contract compliance, and collaborative initiatives.
Develop and maintain in-depth knowledge of the IPCTS industry, including current trends, regulatory requirements, and emerging technologies.
Represent the company on industry committees and participate in customer focus groups to gather insights for improving service delivery and staying ahead of industry changes.
Ensure that company offerings are aligned with IPCTS industry standards and best practices.
Stay current on advancements in AI/ML, particularly in natural language processing (NLP) and automated speech recognition (ASR) technologies.
Work with engineering and product teams to integrate AI-driven solutions that enhance the efficiency and quality of captions.
Test and implement new technologies and algorithms that improve captioning accuracy, latency, and overall service quality.
Collaborate with customer service teams to gather feedback on captioning services and identify areas for improvement.
Ensure that captions experience improvements align with customer needs and enhance overall satisfaction.
Develop strategies for engaging with customers and understanding their expectations for captioning services.
Partner with teams across the organization, including Product, Engineering, Customer Success, and Marketing, to ensure alignment of captions experience initiatives with broader company goals.
Lead cross-functional projects to enhance the overall captions service, leveraging insights from both customer feedback and technological advancements.
Provide guidance to internal teams on the implementation of new tools, models, and processes for captions delivery.
Collaborate with business partners and service providers to set clear standards for training, performance, and quality metrics that are aligned with organizational objectives.
Qualification
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Required
Bachelor’s degree in Communications, Technology, Business, or a related field.
5+ years of experience in customer experience management, product management, or operational roles in a related industry.
5+ years of experience in vendor management, including BPO or outsourced partners.
Strong understanding of AI/ML technologies, particularly natural language processing (NLP) and automated speech recognition (ASR).
Experience in the telecommunications or technology sector, preferably in a customer-facing service role.
Company
American Workforce Solutions
Welcome to American Workforce Solutions! We are a small boutique IT Staffing solutions company with technical depth across a wide spectrum of enterprise-critical functions.
Founded in 2021Scottsdale, Arizona, US
11-50 employeesFunding
Current Stage
Early StageLeadership Team
Dan Zelek
Managing Partner
Joe Mattuch
Partner | IT Contract & Direct Hire Staffing Solutions.
Company data provided by crunchbase
