Subject Matter Expert

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

The Subject Matter Expert (SME) serves as the primary operational expert supporting Implementation Project Managers (IPMs) with complex projects, Go-Back cases, exceptions, and escalations. This role ensures adherence to implementation processes, validates project execution, manages project and case queues, and prioritizes work based on customer impact, urgency, and SLA requirements. The SME is responsible for monitoring operational performance, identifying risks, driving continuous improvement initiatives, and partnering with cross-functional teams to optimize customer experience and successful project delivery.

Responsibilities

Provide subject matter expertise, guidance, and escalation support to IPMs handling complex implementations, exceptions, and customer escalations.; Manage and prioritize Implementation Project and Case queues, ensuring timely resolution and compliance with SLA commitments while maintaining backlog health.; Monitor key performance metrics including CSAT, DSAT, Cycle Time, BTFS, order accuracy, installation readiness, and project delivery outcomes, identify trends, risks, and improvement opportunities.; Conduct reviews of customer dissatisfaction cases, recurring operational gaps, and process exceptions, driving corrective actions and preventive solutions.; Collaborate with cross-functional teams to resolve project blockers, optimize workflows, and improve implementation effectiveness.; Deliver coaching and process guidance to IPMs, promoting process compliance, execution consistency, and an enhanced customer experience.

Requirements

Bachelor's degree in Business, Project Management, Operations, Information Technology, or a related field, or equivalent professional experience.; 3+ years of experience in project management, implementation operations, customer success, service delivery, or a related operational environment.; Strong understanding of project execution, escalation management, queue management, and process compliance.; Demonstrated ability to analyze operational metrics, identify performance gaps, and drive continuous improvement initiatives.; Excellent problem-solving, organizational, communication, and stakeholder management skills.; Proven ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and customer focus.; Proficiency in Microsoft Office applications and experience using CRM, case management, or project tracking tools preferred.