Manager, Customer Interaction Products – Customer Interaction Solutions
FirstEnergy
full-time
Posted on:
Location Type: Hybrid
Location: Akron • Ohio • Pennsylvania • United States
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Job Level
Tech Stack
About the role
- Manages, directs, and coordinates the IT operations responsible for the development, enhancement, integration, and support of technology for the Customer Organization.
- Ensures operational, procedural, and regulatory requirements are met.
- Acts as a primary communication point between IT and the Customer business portfolio leadership to ensure alignment on critical technology initiatives.
- Manages the IT budget of the assigned area, including forecasting requirements and preparing an annual budget.
- Communicates with other IT managers to coordinate staffing, project priority, infrastructure, and cyber security requirements.
- Drives vendor performance to ensure operational excellence and compliance with contractual obligations.
- Maintains quality service by effectively responding to both planned and unplanned events.
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.
Benefits
- Health insurance, prescription drug, dental, vision, and life insurance programs
- 401(k) savings plan with matching employer contribution
- Company-sponsored pension plan
- Skills development training with tuition reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT operations managementproject managementbudget forecastingvendor performance managementprocess improvementERP solutionsSAPContact Center as a ServiceNICE CXonesecure integrations
Soft skills
leadershipcommunicationteam supervisionmentoringintegritytrustworthinessmotivationemployee engagementgoal settinginterpersonal skills