# IT Director, BRM Customer Care at Smith+Nephew

Smith+Nephew is hiring an IT Director, BRM Customer Care. It pays $158k-$259k a year and Level rates it Little AI ●○○○; you can [apply on Smith+Nephew](https://jobsbylevel.com/go/837d93c2-e32f-4e8d-ad84-e68269088cda?utm_medium=ai-agent).

AI Level 1, AI centrality 31 out of 100. Andover, MA.

## Details

- Company: [Smith+Nephew](https://jobsbylevel.com/companies/smith-nephew)
- AI level: AI Level 1 (score 31 out of 100)
- Location: Andover, MA
- Salary: $158k-$259k
- Posted: November 11, 2026
- Apply: https://jobsbylevel.com/go/837d93c2-e32f-4e8d-ad84-e68269088cda?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=it-director-brm-customer-care-at-smith-nephew-6ff876

## Description

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. The IT Business Relationship Manager (BRM) for Customer Care serves as the strategic technology partner to Global Customer Care leadership. This role is accountable for shaping technology strategy, driving business value through digital transformation, managing demand and investment portfolios, and ensuring successful delivery and adoption of technology solutions that support customer service operations globally. The BRM acts as the primary point of contact between Customer Care business stakeholders and IT, translating business priorities into technology roadmaps, driving innovation, and ensuring operational excellence across Customer Care platforms including Salesforce Service Cloud, Agentforce, Contact Center technologies, Knowledge Management, SLA Management, Workforce Management, E-Invoicing, Integration platforms, and Customer Experience solutions. What will you be doing? Strategic Business Partnership Serve as the primary IT liaison to Global Customer Care leadership teams. Build trusted relationships with senior business stakeholders and influence technology decisions. Develop 1-year and 3-5-year Customer Care technology roadmaps aligned to business objectives. Identify opportunities to leverage technology, automation, AI, analytics, and process transformation to improve customer experience, productivity, and service quality. Lead annual planning, portfolio prioritization, and demand shaping activities. Portfolio & Demand Management Own Customer Care technology demand intake and qualification. Develop business cases, value propositions, funding requests, and investment justifications. Prioritize initiatives based on business value, risk, ROI, compliance, and strategic alignment. Drive governance through IT demand approval processes and portfolio reviews. Ensure approved investments deliver measurable business outcomes. Customer Care Digital Transformation Lead technology transformation initiatives across the Customer Care ecosystem. Partner with delivery teams to modernize customer service capabilities leveraging: Salesforce Service Cloud, Agentforce and AI-enabled service capabilities, Contact Center technologies, Workforce Management solutions, Knowledge Management platforms, SLA and performance management solutions, Customer analytics and reporting, EDI, Esker, and integration technologies. Drive adoption of digital capabilities and ensure benefit realization. Business Value Realization Establish and track adoption, utilization, customer service, and operational KPIs. Measure benefits achieved against approved business cases. Report value realization to Customer Care and IT leadership. Drive continuous improvement initiatives based on operational performance and customer feedback. Operational Leadership & Governance Act as the escalation point for Customer Care technology issues. Partner with Service Delivery teams on major incidents, risk mitigation, and business continuity planning. Support regulatory, SOX, GXP, cybersecurity, and data privacy requirements. Ensure technology decisions align with enterprise architecture and Global Design Model standards. Lead stakeholder communication during critical incidents and transformational change initiatives. Change Management & Adoption Lead organizational change management for Customer Care technology initiatives. Partner with business leaders on communication, training, and adoption strategies. Ensure successful business readiness, UAT, deployment, and post-go-live support. Champion process standardization and global harmonization opportunities. What will you need to be successful? 8+ years of experience in IT Business Relationship Management, Product Management, Business Consulting, Technology Strategy, or Enterprise Applications. 5+ years supporting Customer Care, Customer Service, CRM, Contact Center, or Commercial Operations functions. Proven experience managing

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/it-director-brm-customer-care-at-smith-nephew-6ff876

Source: https://jobsbylevel.com/jobs/it-director-brm-customer-care-at-smith-nephew-6ff876

## Cite this page

Level. https://jobsbylevel.com/jobs/it-director-brm-customer-care-at-smith-nephew-6ff876.

Get job alerts: https://jobsbylevel.com/newsletter