Mgr CRM Systems (Customer Engagement)

JEA • Jacksonville, FL

8d • Onsite

About The Position

The position being recruited is for portfolio: Customer Engagement and Interaction Leads the operation, support, enhancement, and lifecycle management of an assigned portfolio of JEA customer experience and field management applications. Ensures these business-critical applications and their integrations are reliable, secure, compliant, resilient, and aligned with Customer Experience and operational priorities. Provides full people leadership for professional application and business systems staff and partners with business leaders, product owners, IT teams, and service providers. Accountable for service performance, work prioritization, application roadmaps, releases, vulnerability remediation, access controls, vendor and contract performance, budget stewardship, documentation, and management escalation during critical incidents and storm events. Exercises independent judgment in managing an assigned portfolio of integrated JEA customer experience and/or field management enterprise applications. Directs professional application and business systems staff and coordinates work across development, user experience, database, integration, infrastructure, cybersecurity, project delivery, business, and vendor teams. Holds delegated authority for budgets, invoice approval, renewals, contract negotiations, vendor performance, release planning, access governance, audit support, and operational continuity. Decisions may affect customer interactions, revenue processes, field operations, data integrity, regulatory compliance, and enterprise service availability. ASSIGNED PORTFOLIOS (one portfolio per manager) Field Management Operations: Applications supporting field work planning, scheduling, dispatch, mobile work execution, crew and workforce management, work and asset status, network and outage coordination, geographic and operational information, and related integrations with customer, meter, asset, outage, operational-control, meter events, communication, and enterprise platforms. Customer Engagement and Interaction: Customer-facing digital and voice channels, including public websites, mobile capabilities, self-service, content management, interactive voice response system (IVR), user experience, accessibility, contact-center and communication integrations, and related interfaces with customer, billing, payments, meter head-end, field activities, outage data, authentication, and enterprise platforms. Customer Information and Meter Data Systems: Applications supporting customer accounts, rates, billing, payments, service orders, meter information and device data collection, validation and management, revenue-related processes, and related integrations with financial, field, asset, geographic, document-delivery, prepay, and enterprise platforms, including modernization and cloud migration initiatives.

Requirements

• A bachelor's degree in information technology, computer science, information systems, or a related field
• Five (5) years of progressively responsible experience in enterprise application analysis, design, implementation, integration, support, or lifecycle management
• Two (2) years in a leadership or supervisory capacity
• A valid driver's license is required prior to appointment and must be maintained during employment in this classification.

Nice To Haves

• An equivalent nine (9) year combination of education, experience and/or training.

Responsibilities

• Directs daily operations, support, maintenance, enhancement, and lifecycle management for the assigned application portfolio, ensuring reliable, secure, and effective service delivery.
• Establishes service performance expectations and monitors portfolio health, availability, capacity, and operational performance.
• Plans, organizes, trains, coaches, directs, and evaluates the performance of assigned staff, establishing performance requirements and personal development targets aligned with the JEA Scorecard and Strategic Initiatives, monitoring performance, and providing direction for performance improvement and development.
• Participates in the development of team goals and objectives; develops tactical plans to achieve success and manages the tracking of progress and execution.
• Partners with Customer Experience leadership, product owners, business process owners, and technical stakeholders to assess needs, define requirements, prioritize demand, and align application services with business objectives.
• Translates business needs into application requirements, delivery priorities, and actionable work.
• Establishes and administers Agile work intake, backlog prioritization, assignment, testing, release, and deployment practices, including coordination of ceremonies, dependencies, and resource capacity.
• Oversees incident and problem management, root-cause analysis, service restoration, vendor escalation, and corrective action for major or recurring issues; provides management escalation outside normal business hours for critical outages, storm events, security issues, and planned releases.
• Coordinates timely service restoration and escalation during critical incidents.
• Provides management escalation outside normal business hours for critical outages, storm events, security issues, and planned releases.
• Plans and coordinates application upgrades, releases, patches, vulnerability remediation, configuration changes, testing, deployment, rollback, and operational readiness in accordance with change-management and security requirements.
• Governs application integrations and interfaces across cloud and on-premises environments, including APIs, middleware, data exchanges, batch processes, and dependencies with internal and third-party platforms.
• Manages assigned vendors, managed service agreements, software licensing, service levels, budgets, forecasts, invoice approvals, renewals, contract negotiations, performance reviews, issue escalation, and contract deliverables in coordination with Procurement, Finance, and Legal.
• Maintains application access controls, approval processes, periodic reviews, segregation-of-duties requirements, audit evidence, system documentation, operating procedures, and knowledge-management materials.
• Supports internal and external audits and coordinates responses to application-related findings.
• Develops and maintains application roadmaps, lifecycle plans, modernization and cloud strategies, continuity and recovery capabilities, risk assessments, and recommendations for technology investment, consolidation, or retirement.
• Establishes service measures, support standards, and continuous-improvement practices that improve reliability, security, customer experience, team effectiveness, and the value of technology investments.
• Coordinates application capacity, availability, performance, and resilience planning.
• Ensures application documentation and knowledge are maintained throughout the application lifecycle.
• Coordinates cross-functional resources to resolve application, integration, data, and business-process issues.
• Communicates portfolio status, risks, financial performance, operational issues, and strategic recommendations to management.
• Ensures application services comply with applicable JEA policies, standards, regulatory requirements, and security controls.
• Identifies opportunities to improve customer and employee experience through application capabilities, process improvements, and technology enhancements.
• Supports strategic planning, business cases, procurement activities, and technology investment decisions for the assigned portfolio.
• Develops, manages, and administers budgets for assigned area.
• Provides leadership and example in meeting JEA's safety and wellness goals.
• Performs other job-related duties as assigned.

Benefits

• 13 paid holidays plus an exceptional annual leave benefit to be used for vacation, personal and sick time.
• Three comprehensive medical plans offered as options for you and your dependents–including one plan with 100% paid coverage for the employee.
• Exceptional benefits package beginning from first day of employment.
• Dental
• Vision
• Health accounts – employer sponsored HSA and HRA
• Flexible spending accounts
• Tuition reimbursement
• Life insurance, accidental death & dismemberment, short-term and long-term disability and more.
• Employees may begin participation in the 457 Deferred Compensation Plan on day one of employment.
• Access to the Healthy Lifestyles Wellness program
• 11 onsite fitness centers.

What This Job Offers

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