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Senior Manager, Digital Customer Experience

Company: Franklin Electric
Location: Fort Wayne
Posted on: January 14, 2021

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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