MANAGER, DIGITAL DELIVERY (CHARLOTTE, NC - HYBRID)

Compass Group•Charlotte, NC

43d•Hybrid

About The Position

We are Compass Digital—the digital and technology arm of Compass Group North America. We build and scale digital products and technologies to exceed the expectations of our guests and clients. Backed by research, we create remarkable user experiences with increased choice and convenience. We offer end-to-end solutions, simultaneously boosting sales and guest satisfaction. Compass Digital was developed from within Compass Group, focusing on driving transformation and innovation in the hospitality spaces across Business & Industry, Education, and Healthcare. We power digital in the hospitality experience, ensuring that each touchpoint is optimized for guest satisfaction while leveraging data to achieve additional outcomes. We are fully integrated into Compass Group, proudly serving its’ various clients through scalable, cutting-edge technologies and solutions.DescriptionThis highly visible position in our Digital Delivery Organization will assume management of a team of project managers delivering front of house retail technology projects, including mobile ordering, point of sale systems, kiosks, digital signage, and cashless payment solutions. Candidate will have responsibility for both strategic and tactical delivery of the technology, including project planning and assignments, customer engagement and vendor management. Manager will interface directly with internal Compass Digital Teams and Sector Operational Teams to oversee the installation of technology at Compass client sites across North America.

Requirements

5+ years’ experience managing project delivery teams.
Experience with retail front of house solutions a plus (Mobile, Self-Checkout, Kiosk, and POS) across North America.
Must be able to develop solutions to problems, as well as manage multiple issues at the same time.
Experience managing relationships and projects with third party vendors.
Experience with traditional project management practices; PMP certification preferred.
Demonstrated experience forming cohesive and high performing delivery teams.
Detail oriented with strong prioritization, time management and organization skills.
Outstanding written and verbal communication skills with the ability to communicate effectively at senior levels.
Ability to embrace and drive change within a dynamic and fast paced environment.
Travel required – approximately 20%

Responsibilities

Direct and prioritize the workload of project managers, mentoring and coaching as needed, while serving as primary escalation point for customers, clients, and team members.
Ensure delivery of the highest quality work with a high focus on client satisfaction.
Monitor all aspects of project delivery lifecycle and technology roadmap for continuous performance improvements.
Lead communications with the business and stakeholders regarding upcoming projects and ensure risks are identified and mitigated.
Build strong inter-personal relationships with peers and key stakeholders to help drive enhanced solution delivery and customer satisfaction.
Create and maintain new hire training plan. Execute training plan and ensure all team members are involved in the training plan for new hires. Mentor new team members throughout training.
Manage and escalate project risks with external vendor leaders.
Provide onsite operational support of the technology deployments at during peak season (June to September) with a high focus on meal plan systems and acceptance of 3rd party payments.
Ensure all project fees and invoices are billed accurately and received accordingly for all projects assigned to the team.
Conducts daily SCRUM call with the team and enter all project risks collected from the team into Projects at Risk working sheet. Communicate items that require additional support and escalation to Sr. Manager.
Review and approve all contractor time sheets and expense reports within Fieldglass.
Review and approve Technology Delivery Manager (TDM) project expense reports.
Work closely with Sr. Manager, Digital Delivery to align on goals and overall team performance.