Innovations Manager

3 weeks ago

Durban, South Africa The Legends Agency Full time

Innovations ManagerDrive AI and Automation in a Scalable Contact Centre EnvironmentDurban (Office-Based) | R60 000 - R70 000 per monthAbout Our ClientOur client is a forward-thinking organisation operating at scale in the contact centre space. With a strong focus on AI, automation, and customer experience, they are positioning themselves at the forefront of digital transformation. The company blends in-house platforms with leading third-party tools, offering a dynamic, innovation-led environment that values impact, experimentation, and measurable business outcomes.The Role: Innovations ManagerAs the Innovations Manager, you'll lead the design and delivery of cutting-edge, technology-driven initiatives that improve operational efficiency and customer experience. You'll collaborate across IT, Operations, and Business units to build a roadmap of high-impact innovation projects focusing on AI, automation, and integration. This role is perfect for someone who thrives at the intersection of technology strategy, execution, and cross-functional collaboration.Key ResponsibilitiesMinimum 5 years' experience in technology, innovation, or digital transformationDevelop and lead an innovation strategy aligned to business and technology objectivesBuild and manage a pipeline of initiatives focused on AI, automation, and CX improvementCoordinate across departments to align goals and define measurable outcomesProvide technical oversight, ensuring solutions fit within the existing stack (e.g. MS SQL, integrations, internal platforms)Evaluate vendors and technologies for scalability, compliance, and ROIManage the end-to-end delivery processfrom ideation and POC to implementation and value trackingDefine and report on success metrics (efficiency, customer impact, business value)Research emerging tech and foster partnerships with AI vendors and research institutionsChampion governance, security (ISO 27001, PCI-DSS), and responsible tech practicesMentor cross-functional teams and promote knowledge sharing and repeatable frameworksAbout You5+ years in a technology or innovation role, ideally in contact centres, BPO, or enterprise IT3+ years of experience leading cross-functional, tech-driven initiativesStrong technical understanding of system integrations (APIs, DB-level, flat files)Proficient in Microsoft SQL Server for queries, troubleshooting, and validationExperience with ETL/data pipelines, cloud services, automation, and AI toolsSkilled in translating business needs into secure, scalable tech solutionsConfident communicator with both technical and non-technical audiencesComfortable managing vendors, stakeholders, and project deliveryUnderstanding of ISO 27001, PCI-DSS, data protection, and responsible AI principlesDegree or diploma in Computer Science, IT, or similar (postgrad in Tech Management/Innovation is a plus)Certifications in PRINCE2, Agile, or innovation methodologies are advantageous

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