Director, Technology and Business Systems

Portland Glass•New Gloucester, ME

About The Position

With over 34 locations throughout the Northeast, Portland Glass offers glass repair and replacements. We are known for our excellent and reliable services, and take pride in being a part of the Neighborly family. As a part of Neighborly, we connect customers to skilled service professionals who repair, maintain, and enhance homes and businesses. With over 40 years of experience, our teams are changing the home services industry, and together, we bring top-notch services to customers across the globe. Here, you’ll be empowered in your role and each day will be a chance to make a difference in your community. Bring your passion to our team, and let's make an impact together. Bring your experience and make a difference. As a Director of Technology and Business Systems on the Portland Glass team, a typical day for you will include: Working with discipline leaders to assess systems, tools, workflows, and data structures. Together, identify gaps, redundancies, integration issues, and modernization opportunities. Developing a multi-year technology roadmap with clear priorities, ROI, and sequencing in collaboration with discipline leaders and their teams. Understanding current CRM implementation, integration, and adoption. Make recommendations on improvement to current CRM or the adoption of a new CRM. Building enterprise Power BI reporting and KPI frameworks to support leadership and field teams. Understanding and enhancing technician-facing mobile tools and backend integrations that elevate the field teams’ and customers’ experience. Supporting commercial sales team in designing a streamlined proposal process and digital experience. Co-designing improvements to lead routing, agent performance tools, and AI tools with call and sale center teams. Deploying GTM tools, forecasting, and pipeline management systems alongside sales and marketing teams. Overseeing automation, attribution, and performance reporting based on marketing strategy. Partnering with Neighborly company to align data models and analytics for clear reporting across the businesses.

Requirements

7-12+ years of leading technology strategy, business systems, or enterprise operation tools.
B2C Tech Implementation experience.
Prior experience with CRM, POS, routing/scheduling, BI dashboards, and field technology.
Strong analytical skills and knowledge of Power BI.
Proven success driving cross-functional initiatives and system transformations.
Ability to pass a background and Motor Vehicle Record check, plus drug test, per applicable state laws.
Ability to think strategically and anticipate long-term business needs.
Strong cross-functional collaboration skills.
Skilled in data-driven decision making with comfort interpreting and applying insights.
Commitment to optimizing processes and identifying efficiency opportunities.
Highly organized with structured project management capabilities
Clear, effective, and professional communication skills across audiences.
Physical requirements: Must be able to lift minimum of 50 pounds.

Responsibilities

Working with discipline leaders to assess systems, tools, workflows, and data structures. Together, identify gaps, redundancies, integration issues, and modernization opportunities.
Developing a multi-year technology roadmap with clear priorities, ROI, and sequencing in collaboration with discipline leaders and their teams.
Understanding current CRM implementation, integration, and adoption. Make recommendations on improvement to current CRM or the adoption of a new CRM.
Building enterprise Power BI reporting and KPI frameworks to support leadership and field teams.
Understanding and enhancing technician-facing mobile tools and backend integrations that elevate the field teams’ and customers’ experience.
Supporting commercial sales team in designing a streamlined proposal process and digital experience.
Co-designing improvements to lead routing, agent performance tools, and AI tools with call and sale center teams.
Deploying GTM tools, forecasting, and pipeline management systems alongside sales and marketing teams.
Overseeing automation, attribution, and performance reporting based on marketing strategy.
Partnering with Neighborly company to align data models and analytics for clear reporting across the businesses.