Overview:
To lead, coordinate, and accelerate innovation initiatives within the Contact Center, with a focus on AI adoption, automation, customer experience enhancement, and operational efficiency.
The Innovations Manager will act as a bridge between technology, operations, and business strategy, ensuring that innovation is aligned with the company’s strategic objectives and delivers measurable business value.
The role leads the discovery, research, and delivery of technology driven initiatives that enhance efficiency, elevate customer experience, and keep the organisation at the forefront of emerging technologies and opportunities. It requires a strong technical background to ensure that proposed solutions are compatible with the organisation’s technology stack and that new ideas are implemented using secure, feasible, scalable, and cost effective approaches.
The Innovations Manager oversees innovation projects across both in house developed systems and externally sourced solutions, transforming ideas and emerging technologies into tangible outcomes that keeps the organisation abreast of technological advancements.
Key Responsibilities:
1. Innovation Strategy & Leadership
− Lead the development and execution of the organisation’s innovation strategy in alignment with business objectives and technology direction.
− Identify, prioritise, and manage a pipeline of innovation initiatives focused on AI, automation, and customer experience enhancement.
− Act as the central point of coordination across IT, Operations, and Business teams to ensure innovation efforts are aligned and measurable.
− Drive a culture of creativity, experimentation, and continuous improvement across the organisation.
2. Technical Oversight & Solution Design
− Ensure that all innovation initiatives are technically sound, secure, and compatible with the organisation’s existing technology stack (including MS SQL, integrations, and in-house platforms).
− Collaborate with IT architects and engineers to design scalable, cost-effective, and compliant solutions that meet operational and strategic needs.
− Evaluate technology options and vendors, balancing innovation potential with long-term sustainability and compliance.
3. Project Management & Delivery
− Manage the end to end delivery of innovation projects, from concept and proof of concept (POC) to implementation and evaluation.
− Oversee cross-functional teams and external partners, ensuring project milestones, budgets, and success criteria are met.
− Define clear metrics for measuring business value, efficiency gains, and customer impact.
− Ensure timely communication and reporting to management and operations.
4. Research, Partnerships & Emerging Technologies
− Continuously research and assess emerging technologies and market trends relevant to contact centers, BPO operations, and CX.
− Build and maintain relationships with external technology partners, AI vendors, and research institutions to identify new opportunities.
− Develop business cases for innovation investments, supported by feasibility analysis and ROI assessment.
5. Governance, Security & Compliance
− Ensure that all innovation activities adhere to the organisation’s security and compliance frameworks, including ISO 27001 and PCI-DSS.
− Collaborate with Information Security and Compliance teams to assess risks and ensure secure data handling.
− Contribute to innovation-related governance policies, including acceptable use of AI and responsible technology practices.
6. Team Enablement & Knowledge Sharing
− Mentor and guide cross-functional teams involved in innovation initiatives.
− Contribute to the development of an Innovation function, including potential roles such as an Innovation Business Analyst.
− Promote internal knowledge sharing, ensuring lessons learned and best practices are documented and applied across projects.
Skills & Experience
1. Technical Expertise
− Strong understanding of system integrations, including APIs, flat files, and direct database connectivity.
− Proficiency in Microsoft SQL Server (MSSQL) — ability to read, interpret, and work with SQL queries to validate data and troubleshoot integration issues.
− Familiarity with data pipelines, ETL processes, and data flow between systems within a contact center environment.
− Experience with both in-house developed platforms and externally procured solutions, ensuring interoperability within the existing technology stack.
− Understanding of cloud-based services, automation tools, and AI technologies relevant to contact center operations.
2. Strategic & Leadership Skills
− Proven ability to translate business objectives into technology-driven innovation projects that deliver measurable impact.
− Experience in leading cross-functional teams, including data scientists, engineers, and business stakeholders.
− Strong analytical and problem-solving skills, with a focus on feasibility, scalability, and value realisation.
− Excellent communication and stakeholder engagement abilities, capable of bridging technical and non-technical teams.
− Experience managing external vendors and technology partners to ensure alignment with strategic and operational goals.
3. Governance & Compliance Awareness
− Working knowledge of ISO 27001 and PCI-DSS standards, ensuring that innovation projects comply with organisational and regulatory requirements.
− Understanding of data protection principles and responsible AI practices.
− Commitment to embedding security, governance, and risk awareness into every innovation initiative.
Qualifications & Experience
1. Education:
− Bachelor’s degree or Diploma in Computer Science, Information Technology, or a related field.
− A Postgraduate qualification in Technology Management, Innovation, or Business Administration would be advantageous.
− Relevant certifications in project management (e.g. PRINCE2), agile methodologies, or innovation management are beneficial.
2. Experience:
− At least 5 years experience in technology, innovation, or digital transformation roles within a contact center, BPO, or enterprise IT environment.
− Minimum 3 years of management experience, leading cross functional teams or managing technology driven initiatives.
− Demonstrated experience leading or contributing to AI, automation, or technology-driven innovation projects from concept through to implementation.
− Proven technical proficiency with system integrations, including APIs, flat files, and database-level integrations.
− Strong working knowledge of Microsoft SQL Server, including understanding of SQL queries, data validation, and troubleshooting data flows.
− Experience managing cross functional teams that include business analysts, software developers, data analysts, data scientists, and business stakeholders.
− Exposure to secure technology solutions compliant with ISO 27001 and PCI-DSS standards.
− Demonstrated ability to balance innovation with governance, scalability, and operational feasibility.
− Prior experience working with AI vendors, automation platforms, and customer experience technologies will be advantageous.
To apply, please forward CV and covering letter explaining how your aspirations, skills and experience match the role requirements – suraya.aron@blake.co.za or complete the form on our careers page.