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Form of workWho we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.
Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.
We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!
In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.
OVERVIEW:
At BAL, we are committed to providing unparalleled services to our global, diverse clientele. We are dedicated to excellence, innovation, and delivering exceptional client experiences at every stage of engagement.
At BAL, we are committed to providing unparalleled services to our global, diverse clientele. We are dedicated to excellence, innovation, and delivering exceptional client experiences at every stage of engagement.
As the Business Process Technology Manager (CX Tech Communications Manager) you will act as the subject matter expert in administering omni channel communication technology, preferably Intercom. The ideal candidate will serve as the primary liaison to IT, Security, Tech PS, and Reporting teams while managing the technical administration, optimization, and support of our communication platforms.
PRIMARY RESPONSIBILITIES:
- Tech Administration: Set up new accounts in Intercom, manage invites, assign roles and teams, and create new assignment roles without affecting existing ones.
- Conduct tutorials on Intercom usage, reporting, and dashboard navigation for staff and managers.
- Build and optimize team-specific dashboards in Intercom.
- Manage and optimize roles in Intercom by team, level, etc., adjusting settings across instances and individual inboxes.
- Resolve issues related to permissions, mentions, invites, roles, and workflows promptly.
- Capture and summarize product feedback, prioritize recommendations for Intercom's product roadmap, and track progress on addressing feedback.
- Project Support: Provide technical support for new pilots, AI adoption, feature reviews, and rollouts across various channels.
- Assist in content, bot, macros, tag, and AI buildouts within Intercom.
- Coordinate with Deloitte Prime & Rest of World teams for seamless collaboration.
- Manage data integrations and maintenance, ensuring systems operate efficiently.
- Plan and manage email DNS and sending strategies.
- Collaborate with the Client Experience Immigration Manager to turn user feedback into technology solutions and enhancements while then, translating technical aspects into terms that easily digestible to rollout processes and training materials.
- Bachelor's degree in Computer Science, Information Technology, or related field. Advanced degree preferred.
- 5 years proven experience as a Tech Communications Manager, preferably with expertise in Intercom administration.
- Proficiency in managing roles, rules, workflows, and permissions within communication platforms.
- Strong understanding of omni channel communication technologies and their implementation.
- Excellent problem-solving skills and ability to troubleshoot technical issues.
- Experience with project management and the ability to handle multiple projects simultaneously.
- Opportunity to shape and innovate communication strategies in a leading global law firm.
- Collaborative and inclusive work environment fostering professional growth and development.
- Competitive compensation package and comprehensive benefits.
- BAL is an equal opportunity employer, committed to diversity and inclusion in the workplace.
- Able to sit and work at a computer keyboard for extended periods of time.
- Able to stoop, kneel, bend at the waist and reach on a daily basis.
- Able to perform general office administrative activities: copying, filing, delivering and using the telephone.
- Able to lift and move up to 25 pounds occasionally.
- Regular and on-time attendance.
- Must be able to prioritized, schedule and complete testing required for multiple applications with overlapping schedules.
- A certain degree of creativity and flexibility is required.
- Hours may exceed 40 hours per week.
- Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.
Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.
BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to Recruitment@BAL.com.
