Senior Manager, Digital Customer Experience

_______________________________ There’s more to CMC than our products and the buildings, structures, and roads they go into. At CMC, it’s the people inside our recycling centers, fabrication plants, manufacturing facilities, steel mills and offices that make us who we are as a company. Our success comes from finding, retaining, and supporting the highest quality talent by offering:

• Day 1 Benefits Coverage with low cost Medical, Vision and Dental
• Day 1 Paid-time Off and Vacation
• 4.5% Company Match 401(k) Plan
• $500 Annual Company-paid Lifestyle Benefit
• Competitive Compensation and Bonuses
• Company-paid Life and Disability Insurance
• Employee Stock Purchase Plan
• Training and Advancement Opportunities

it’s what’s inside that counts

The Sr. Manager, Digital Customer Experience, is responsible for defining and executing CMC’s digital customer strategy through the development, deployment, governance, and continuous enhancement of myCMC and future customer engagement platforms.

This leader is accountable for creating a seamless digital experience within and across all CMC Lines of Business, enabling customers to quote, order, manage invoices, access insights, interact through digital channels, and transact through a unified digital ecosystem.

Reporting within Commercial Operations, this role serves as the business owner for customer-facing technologies, customer portals, eCommerce capabilities, customer procurement and data integration strategy, digital self-service solutions, AI-enabled customer engagement, analytics, and future agentic customer experiences.

The Sr. Manager partners closely with Sales, Marketing, IT, Product Management, Customer Service, Finance, and Business Unit leadership to ensure digital investments deliver measurable customer value, improved customer experience, operational efficiency, and commercial growth.

Success in this role is measured through customer adoption, business value creation, technology utilization, data quality, customer satisfaction, digital revenue growth, roadmap execution, and return on technology investments.

• Define and champion the enterprise vision, strategy, and roadmap for the existing myCMC digital customer ecosystem
• Develop and maintain a multi-year digital customer experience roadmap aligned with commercial objectives and transformation priorities for the platforms
• Lead the evolution from traditional customer interactions toward self-service, connected customer experiences, predictive insights, and agent-enabled customer engagement
• Identify emerging technologies, market trends, and competitive capabilities that improve customer experience and differentiate CMC in the marketplace
• Establish enterprise-wide digital customer experience standards, governance processes, and success measures
• Ensure digital initiatives support CMC's broader Commercial Operating System and customer-centric growth strategy
• Lead development of a unified digital platform connecting all CMC Lines of Business
• Establish a scalable customer and transaction data foundation through integration of Salesforce, ERP systems, EDI platforms, coordination systems, and customer applications
• Ensure secure, scalable, and sustainable platform architecture in partnership with IT
• Govern platform enhancement prioritization, investment decisions, release management, and lifecycle planning
• Manage strategic technology vendors, software partners, and external development resources
• Define the vision and roadmap for customer data, analytics, AI, and automation capabilities supporting digital customer experiences
• Establish governance and stewardship for customer data across Salesforce, ERP, portal, eCommerce, and analytics environments
• Create an AI-ready customer data foundation supporting…