Systems Coordinator, Contact Center

New York, United States

WeightWatchers is a global digital health company.

We are the #1 doctor-recommended – and most clinically studied – behavioral weight health program in the world. For sixty years, WeightWatchers has helped millions build healthy habits and live happier, healthier lives.

As the science of weight health rapidly evolves, so does WeightWatchers. Today we are developing new clinical pathways for medication access, creating behavioral programs for chronic health conditions, integrating third-party services, and enhancing product personalization.

WeightWatchers has embraced technology, with our mobile app now the primary tool for most members. While we continue to perfect our digital product, we are also designing new in-person experiences. With these diverse member touchpoints, our potential for impact has never been greater.

Who we are

At Weight Watchers, we're committed to delivering exceptional customer experiences. Our Contact Center team is the voice of our brand, and we rely on cutting-edge technology to make every interaction seamless. We're a fast-paced, collaborative team focused on innovation and continuous improvement.

The Opportunity

We are seeking a highly organized and detail-oriented Systems Coordinator to join our Contact Center Operations team. In this hybrid role, you will serve as the primary administrator for our core contact center technologies, while also managing small to medium-sized projects that drive operational efficiency and enhance the agent and customer experience.

The ideal candidate has a strong technical aptitude, a passion for process improvement, and the ability to effectively coordinate across multiple teams in a remote environment. If you thrive on problem-solving, enjoy juggling diverse tasks, and are eager to make a tangible impact from anywhere, we want to hear from you.

What You'll Do

Systems Administration & Support (60%)

Serve as the primary system administrator for our contact center platforms, including our ACD/IVR system (e.g., Amazon Web Services, workforce management (WFM) software, and quality management (QM) tools, AI integrations).
Manage user accounts, permissions, and skill assignments remotely.
Configure and maintain call flows, IVR scripts, and routing strategies.
Troubleshoot and resolve technical issues for contact center staff, escalating to vendors as needed.
Run and analyze system reports to identify trends, performance issues, and opportunities for optimization.
Stay up-to-date on new platform features and functionality, recommending enhancements to improve system performance.

Project Coordination & Management (40%)

Lead small to medium-sized projects related to contact center technology and operations, such as system upgrades, new feature rollouts, or process improvements.
Develop project plans, timelines, and resource requirements.
Coordinate with internal stakeholders, including IT, training, and leadership.
Facilitate virtual meetings, provide status updates, and manage project documentation.
Conduct post-implementation reviews to ensure project goals were met and to identify lessons learned.

Who You Are

Experience: 2+ years of experience in a systems administration or technical support role, preferably within a contact center environment.
Technical Skills: Hands-on experience with at least one major contact center platform (e.g., Genesys Cloud, AWS).
Project Management: Proven ability to manage multiple tasks and projects simultaneously, with a clear understanding of project management principles.
Analytical: Strong problem-solving and analytical skills with the ability to interpret data and make data-driven decisions.
Communication: Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical audiences. You're comfortable and effective working asynchronously.
Collaboration: A team player who is proactive, self-motivated, and able to work effectively with cross-functional teams in a remote setting.

Preferred Qualifications

Certification in a recognized project management methodology (e.g., PMP, CAPM, PRINCE2).
Experience with AWS and AI Virtual Assistant platforms/flows is a plus
Familiarity with CRM systems.
Understanding of Contact Center flows

At WeightWatchers, our mission is to build a worldwide community connected by healthy habits. If that resonates with you, then we would love to talk. WeightWatchers values developing community within our employee population as well. We encourage our employees to come into the office 1-2 days/week.

It is our priority to cultivate a diverse and inclusive workplace. We are committed as individuals, as an organization, and as fellow humans, to advocate for and support our employees, our members, and our communities. We are proud to be an equal opportunity employer and we do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.

By agreeing to participate in our process, you agree that any information we collect is subject to our Privacy Policy.

Maryland

Under Maryland law, an employer may not require or demand, as a condition of employment, prospective employment, or continued employment, that an individual submit to or take a polygraph examination or similar test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100.

Massachusetts

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

WeightWatchers complies with all applicable Rhode Island Workers' Compensation laws (Chapters 29-38 of the R.I. General Laws). Eligible employees are covered by worker's compensation insurance for work-related injuries or illness.

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