Director of frontoffice in Rochester,NY - onsite

Director of Front Office – Rochester, NY – Onsite

The Senior Director, IT Applications – Front Office is responsible for leading the strategy, delivery, and optimization of customer-facing applications that drive revenue growth, customer engagement, and digital experiences. This role oversees platforms that support sales, marketing, eCommerce, CRM, customer service, digital channels, and the data and analytics platform, ensuring solutions are scalable, integrated, and aligned with business goals. Partnering closely with business leaders.

• Customer Experience & Digital Channels
• Store Operations Applications and Point of Sale (POS)
• Advanced Analytics/Machine Learning

• Define and execute the technology strategy for front-office applications that enable the customer experience.
• Partner with Sales & Marketing, Merchandising, Customer Service, and Store Operations leaders to understand business strategy, priorities, and roadmap, and translate them into technology solutions.
• Provide leadership for digital platform modernization and transformation efforts.
• Drive the delivery and ongoing optimization of digital customer experiences, ensuring applications are user‑friendly, integrated, and support business needs.
• Oversee vendor partnerships, platform roadmaps, and contracts for front‑office technology solutions; including vendor selection, make‑vs‑buy analysis.
• Ensure alignment of front‑office applications with enterprise architecture, data, security, and integration standards.
• Lead teams responsible for application development, integration, and support, fostering an agile and customer‑focused culture.
• Establish governance and best practices for application lifecycle management, upgrades, and continuous improvement.
• Drive data and analytics teams to enable insights into customer behavior, sales performance, and marketing effectiveness.
• Maintain ongoing knowledge of industry trends to ensure the company is leveraging the right solutions to meet evolving business and IT needs.
• Ensure proactive monitoring and management of the applications and integration environments.
• Vendor management and oversight to ensure vendors deliver to established objectives, scope, timelines, costs, and SLAs.
• Understand vendor upgrade road maps and how changes may impact the business.
• Manage vendor contracts for all software and outside services within the front‑office application portfolio.
• Consistently and prudently manage finances per established standards, budgets, and risks/opportunities.
• Ensure compliance with data privacy, PCI, and other relevant regulatory requirements and support SOX, PCI, and other audits.
• Support M&A initiatives, including evaluation and integration of customer‑facing technologies.
• Directly manage senior managers and application leaders across front‑office domains.
• Build, mentor, and retain high‑performing technical teams.
• Balance near‑term delivery with long‑term vision and innovation.

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field; advanced degree preferred.
• 10+ years of progressive IT leadership experience, with a focus on customer‑facing and front‑office applications.
• Retail/POS experience is a PLUS.

• Demonstrated leadership capability and success in leading teams.
• Ability to build, mentor, and retain high‑performing technical teams.
• Capable of balancing near‑term delivery with long‑term vision and innovation.
• Deep expertise in CRM (e.g., Salesforce, Microsoft Dynamics), marketing automation, eCommerce platforms, and customer engagement tools.
• Ability to drive digital transformation initiatives, including mobile and omnichannel solutions.
• Experience with all aspects of financial management.
• Strong background in vendor management, application lifecycle management, and integration strategies.
• Excellent leadership, communication, and stakeholder management skills, with the ability to influence at senior levels.
• Ability to communicate clearly and concisely to executive management.
• Knowledge of Agile methodologies, Dev Ops practices, and cloud solutions (Oracle Cloud, AWS, Azure, Salesforce Cloud, etc.).

Regards,
Vinay Ram

(Direct)
Desk:

An MBE & eVerify Company
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