Manager of CX Technology

The Manager of CX Technology will be responsible for the technology roadmap and delivery of Client Loyalty capabilities across mobile and web channels for the purpose of delivering differentiated, delightful customer experiences. Working in partnership with global cross-functional teams, this resource will provide technology leadership and customer technology capability while ensuring solutions are scalable, reliable, and aligned with business objectives, enabling seamless adoption across markets.

A key focus area is to innovate the Customer Journey and deliver on Client digital channel offerings.

• Key resource in delivering Client Loyalty technology roadmap across mobile and web channels, ensuring solutions are aligned with business priorities and customer needs.
• Trusted advisor for the Director, Senior CX Manager, and other functional stakeholders supporting the delivery of product and strategy.
• Works with the technology teams to align on expectations with business stakeholders for delivery of new capabilities, features, and functionalities.
• Collaborates with Product Managers, Product Technical Owners, Product Lead, and Application teams to define the product backlog and feature priority.
• Coordinates multiple teams (agile and waterfall) to manage all activities leading up to and including the release of the defined product(s).
• Removes Product Level Blockers (e.g. dependency between teams).

• Bachelor’s Degree required
• 3-5 years of tech product owner or product management experience, ideally in in-store digital screens hardware and software integrations
• Must be obsessed with delivering results, thinking big and “finding a way”, and have an external awareness and curiosity to innovate and disrupt
• Must have a self-starter attitude and be constantly seeking solutions to any challenges raised
• Agile/SAFe product management experience and planning tools (e.g. JIRA, Confluence) preferred
• Excellent written and verbal communication, problem solving, and analytical skills
• Proven record of managing multiple projects at once
• Ability to stay highly organized and efficient in a fast-paced, rigorous work environment
• An ideal candidate should have technology design, delivery, and production support expertise for large-scale omni-channel technology teams
• Demonstrated facilitation and influencing skills to drive decision making among stakeholders with diverse perspectives and priorities
• Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing