Remote Platform Strategy & Enablement Manager

Location: Support Center - Akron, OH

Time Type: Full time

Job Description

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

The Platform Strategy & Enablement Manager leads the administration and continuous improvement of the core systems that power contact center operations, digital engagement, and virtual sales. This role manages a team of platform administrators specializing in Salesforce CRM, access management, knowledgebase content, and virtual selling tools. This leader will ensure system stability, secure access, and scalable enhancements that support efficient agent workflows and strong customer experiences, aligning platform capabilities with business strategy and operational needs across the Customer Connection Center.

Responsibilities

• Serve as the primary business owner and escalation point for key platforms, including Salesforce Service Cloud, LivePerson, Creatable, and JRNI

• Act as the main liaison between the Customer Connection Center, IT, and external vendors for system enhancements, releases, and issue resolution

• Oversee intake, requirements, testing, and deployment for system improvements, ensuring alignment with workflows and customer experience goals

• Develop and execute rollout, training, and adoption plans for new features and system changes while establishing governance standards, documentation, and best practices for all administered platforms

• Lead AI advocacy within the Customer Connection Center, driving adoption of AI capabilities to improve agent performance and customer experience while partnering with internal teams to evaluate and operationalize AI solutions responsibly, ensuring compliance, data integrity, and measurable value

• Oversee system access administration, including provisioning, changes, and de‑provisioning

• Own SOX‑related controls, audits, and remediation activities tied to system access and configuration

• Partner with the Knowledgebase Administrator to set standards for article quality, governance, and performance measurement

• Support NBA (Next Best Action) and guided experience initiatives by ensuring content and data are well‑governed and maintained.

• Use Medallia insights to identify systemic issues and collaborate on training, process, and system improvements.

Qualifications

• 2+ years of related experience

• Strong attention to detail

• Ability to work independently and to meet assigned deadlines

• Excellent verbal and written communication skills along with strong follow-up skills

• Strong analytical and problem-solving skills

• Experience with Salesforce & Genesys Cloud

The salary range for this opportunity is $70,000.00 - $95,000.00. Base pay offered may vary depending on geographic region, internal equity, job related knowledge, skills and experience, among other factors.