Manager Customer Interaction Products - Customer Interaction Solutions - Akron FirstEnergy Headquarters

FirstEnergy Careers • Akron, OH

29d

About The Position

This position manages, directs, and coordinates the IT operations responsible for the development, enhancement, integration, and support of technology for the Customer Organization, including Customer Contact Centers, Customer Care Support, Customer Self Service, and Customer Service Analytics. The position ensures that operational, procedural, and regulatory requirements are met. In addition, it is a primary communication point between IT and the Customer business portfolio leadership to ensure alignment on critical technology initiatives in support of Contact Center operations and customer-facing applications including Contact Center as a Service platform, NICE CXone; SAP CRM; SAP ERP; Customer website; and associated internal and external/Vendor integrations. The successful candidate will perform manager duties with ownership oversight of areas including budgeting, staffing, project management, work management, and vendor management. The position conducts Performance and Talent Management for those individuals residing in their organization. Finally, seamless coordination between this position and other IT organizations is required to fully achieve the company’s strategic vision.

Requirements

• Bachelor’s degree in MIS, CIS, or Business-related field preferred. Management experience in lieu of degree will be considered.
• Minimum 10 years relevant experience required. Relevant experience includes experience in an IT related field.
• Minimum of 4 years supervising and mentoring a diverse team of people.
• Role model of FirstEnergy’s core values and behaviors; unwavering integrity and trustworthiness.
• Demonstrated ability to govern multiple projects and ensuring appropriate project management principles and methodologies are followed.
• Ability to develop business cases and present at all levels of the organization.
• Knowledge of IT processes, business processes, and technologies is required. Experience with ERP solutions such as SAP, Contact Center as a Service Solutions such as NICE CXone, website technologies, and associated secure integrations preferred.
• Ability to establish expectations and provide clear direction to meet goals and objectives.
• Ability to motivate and engage employees through effective communication.
• Ability to supervise technical staff including assessing their work and providing constructive feedback for on-going development.
• Ability to create development plans for employees to gain necessary knowledge, skills, and abilities to successfully perform their duties and advance their careers.
• Strong interpersonal skills with a proven ability to bring diverse groups of people together to reach a common goal.
• Strong knowledge of process improvement techniques.

Responsibilities

• Oversees a portfolio of applications and tools that are essential to critical business processes.
• Oversees the design, development, testing, and implementation of the supported business applications.
• Develops and maintains a strong foundational knowledge of changing technical platforms.
• Drives projects and tasks to completion on time and within budgetary guidelines.
• Acts as a trusted advisor with business units across the assigned portfolios to anticipate IT requirements while meeting the overall business objectives.
• Manages the IT budget of the assigned area, including the individual budgets of the projects associated with their group. Accomplishes financial objectives by forecasting requirements, preparing an annual budget and monthly reforecasts, analyzing variances, and taking corrective action when necessary.
• Communicates with other IT managers to coordinate staffing, project priority, infrastructure, and cyber security requirements.
• Responsible for managing staff performance by setting objectives, tracking performance, and providing feedback.
• Assists in the personal growth of staff through development of individual development plans, mentoring, coaching and stretch job assignments.
• Staffs projects by aligning internal resources and timetables with business plans. Selects and hires consultants to address internal labor project shortages/gaps.
• Drives vendor performance to ensure operational excellence, compliance with contractual obligations, and alignment with organizational goals.
• Collaborates with vendors partners to optimize processes and deliver cost efficiencies.
• Maintains quality service by responding to both planned and unplanned events effectively.
• Produces results that have a direct, positive impact on the Company.

Benefits

• employees are key to our success.
• We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager