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Jobs or company...
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IT Application Manager Customer Engagement Systems

Salary undisclosed

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Dice
Original
Simplified

IT Applications Manager - Customer Engagement Systems

Full Time Perm GC

150-185k plus bonus

Shift: Hybrid 2 days onsite 3 days remote Columbus Ohio or Merriville, Indiana just south of Chicago They can pay relocation of 45k

Relocation Assistance Provided

The IT Customer organization is accountable for Customer facing systems, including Billing, Customer engagement Channels, Energy Supply trading, Call Centers, CRM, Sales, and Marketing. This organization also supports all regulatory and compliance projects, new products & services programs, and the Advance Metering Infrastructure program.

As part of IT Leadership team, Manager of IT Applications is accountable for the Customer Engagement portfolio including Call Center, Website, Mobile Application, Chatbot, CRM, Sales, and Marketing systems with support provided by both internal and external team members. The right candidate will provide leadership and day to day guidance to product and application support teams with the following desired outcomes:

  • Continuously improve application value delivery, uptime, and stakeholder satisfaction
  • Provide service ownership for assigned application domains.
  • Continuously implement / improve best practices based on ITIL.
  • Drive program delivery using PMO methodologies.
  • Align with organizational strategies and priorities, partner with peer groups and develop multiyear technology roadmap.
  • Relentless focus on the culture of safety, process compliance, accountability, and collaboration

Your responsibilities may include, but are not limited to:

  • Manage product teams (Center for enablement) that will focus on build, run and continuous improvement themes for the assigned domains using delivery methodologies
  • Develop people and build diverse high-performing teams
  • Engage with stakeholders, manage their expectation and satisfaction, develop technology roadmaps collaborating closely with the peer groups. Develop and share holistic multiyear portfolio views of the domains owned
  • Manage financials for assigned domains
  • Foster Innovation by staying abreast of emerging technology trends and by assessing their potential operational uses/value
  • Participate in high level business case development, requirements elicitation and solution design
  • Manage service provider SLAs and focus on system stability, resilience, security, and compliance

Minimum Qualifications

  • Bachelors degree or equivalent work experience
  • 5+ years of experience in the applications technology space to include SDLC, program delivery, and working with service providers and distributed teams
  • 3+ years of experience in call center / telephony environment (Gensys, Nuance, NICE)
  • 2+ years of experience leading or supervising IT teams
  • 1+ years of experience in cloud technology

Preferred Qualifications

  • Regulated utility experience strongly preferred.
  • CCaaS experience preferred
  • PMP and/or Agile certifications
  • ITIL certification preferred
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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