Senior Manager, Digital Customer Experience
Company: Franklin Electric
Location: Fort Wayne
Posted on: January 14, 2021
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Job Description:
Responsible for the management, direction, and integration for
Digital Customer Experience (DCX) applications and websites to
support our global growth and innovation strategy. Leads a team
comprised of Managers, Business Analysts, and Designer/Developers.
Understands the business strategy of the Global Product Management,
Sales and Marketing organizations and works with the team to define
business requirements and create innovative solutions for our
customers. Communicates and coordinates with other team leads,
business leadership, and project managers to ensure appropriate
integration of processes and applications across the enterprise.
Oversees, defines and monitors critical path activities and
resolves issues or escalates issues to the Senior Director as
needed. Reports to Senior Director, Global IT
Applications.ESSENTIAL DUTIES AND RESPONSIBILITIES* Service
Operation * Responds to internal customers to resolve their
technology problems. * Enters and manages Incident and Service
Request tickets in ServiceNow, IT Service Management Application. *
Provides technical support related for the Customer-Facing Digital
Applications used by Franklin Electric customers and employees
globally. * Occasionally provides off-hours support on evenings and
weekends.* Must maintain or exceed Service Level Agreements for
Incident Resolution. This will be measured based on Incident
Duration for the team.* Designs processes and improvements to
resolve end user technology issues. * Analyzes Incident Tickets and
performs root cause analysis to identify and prevent reoccurring
problems.* Request and Change Management * Ensures all changes and
requests are entered in ServiceNow. * Ensures the fulfillment of
end user requests related to the DCX application suite* Ensures
changes are completed with proper documentation for SOX compliance*
Reviews the forward schedule of changes for potential conflicts *
Asset Management * Responsible for maintaining software inventories
company-wide, for the DCX application suite, and all bolt-on
software applications and systems.* Defines enterprise software
standards and ensures standards are enforced.* Project Management *
Leads large projects related to the implementation of DCX
applications* Manages several Project Managers who lead small and
medium projects related to DCX implementations or changes.* Manages
projects according to Franklin Electric IT Development Process *
Documents project plans, budgets, requirements, and testing * Keeps
project team organized and on task * Prepares and presents tollgate
reviews for project stakeholders* Project success criteria will be
measured using On Time, On Budget, and no rework metrics* Portfolio
Management * Prepares and presents an annual evaluation of the
current state of technology standardization, across the corporation
for the DCX Steering Committee * Prepare and presents an annual
strategic plan for the Program, which includes technology standards
and guiding principles. * Prepare and presents a quarterly Program
Roadmap which includes prioritized projects for the next 3 years,
forecasted spend, and planned benefits.* Lead a monthly Steering
Committee meeting of internal customer stakeholders who set Program
priorities and collaborate on future year budget. * Educates
committee on the value of technology standardization and utilizes
committee meetings to further standardization efforts. *
Facilitates sometimes difficult discussions in the Council about
conflicting priorities. * Budget Management * Negotiate vendor
contracts and approve purchase orders.* Submit and track capital
appropriations for projects.* Performs other related duties as
required or assigned.SUPERVISORY RESPONSIBILITIES* Supervises
managers and non-supervisory employee(s). * Interviewing and
training employees; planning, assigning, and directing work;
appraising performance, rewarding, and disciplining employees;
addressing complaints and resolving problems. * Motivating team,
setting goals, and providing career coaching to employees.* Working
with Human Resources on employee issues.
Keywords: Franklin Electric, Fort Wayne , Senior Manager, Digital Customer Experience, Executive , Fort Wayne, Indiana
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