Overview
Role Title: Self-Serve Manager
Business Area: Strategic Delivery
About This Role: We're looking for a dynamic and data-driven Self-Serve Manager to drive the development and adoption of digital self-care tools across all customer touchpoints — including our mobile app, website, IVR, and chatbot.
This is a key role in our transformation journey, focused on empowering customers to self-serve, improving their experience, and reducing voice contact volumes.
Reporting to:
Director of Transformation & Operational Support
Department:
Customer Operations
Why This Role
This is a mid-level individual contributor role, working collaboratively across Customer Operations, CSB, Digital, and Technology teams to deliver impactful, customer-centric solutions, focusing on areas such as Genesys self-serve opportunities, Chatbots, Web Messenger, the eir support site and other opportunities across the eir portfolio.
Expectations From The Role
Strategy & Roadmap
Research and develop a set of best practices for digital self-serve solutions, ensuring continuous improvement and industry alignment.
Define and maintain a cross-channel self-serve strategy aligned with business and operational goals.
Develop and manage a prioritised roadmap for self-care capabilities.
Product & Experience Ownership
Act as the business owner for all Customer Operations self-serve tools, ensuring they are intuitive, effective, and aligned with customer needs.
Cross-Functional Collaboration
Collaborate across Customer Operations, CSB, Digital, and Technology teams to design and enhance digital journeys and to deliver integrated self-serve solutions.
Influence prioritisation and secure alignment across teams.
Adoption & Change Enablement
Drive adoption and promotion of the full suite of self-serve solutions by frontline operational staff through a range of activities, including targeted communications, training, and engagement.
Support the development and deployment of internal and external content to promote self-serve features.
Performance & Continuous Improvement
Define and track key metrics such as digital containment, call deflection, and feature adoption.
Use data and customer feedback to identify opportunities for improvement and innovation.
Success Measures
Quantified reduction of voice contacts per annum and a commensurate increase in contained self-service interactions.
Quantified increased adoption and usage of self-serve features across the eir support site, IVR, chatbots and other self-serve tools.
Improved digital NPS and customer satisfaction.
Timely delivery of roadmap initiatives.
Requirements For A Successful Application
A self starter; curious about our customers, agents and business, always looking for better ways of supporting all.
A team player, with excellent communication and stakeholder engagement skills.
Experience in digital product, customer experience, or transformation roles.
Strong understanding of telecom customer journeys and service operations.
Proven ability to work cross-functionally and influence without direct authority.
Data-driven mindset with experience using analytics tools (e.g., Power BI, Google Analytics), focused on using data to drive and prioritise initiatives and report on their success.
Familiarity with agile ways of working.
Desirable
Experience with self-service platforms (e.g., IVR, chatbots, mobile apps).
Agile Product Owner or Scrum certification.
Telecoms or digital-first service industry experience.
Others
About Eir
Our purpose is to connect for a better Ireland.
Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.
Our values and behaviours reflect both who we are and who we strive to become.
They are the way that we bring our purpose to life in eir.
We are committed to creating an inclusive and supportive work environment.
If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.
If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.
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