Sr. Manager, Digital Customer Platforms

Overview

Virgin Galactic is currently seeking a highly skilled Director, Digital Customer Platforms to join the IT leadership team to help lead the development and evolution of our digital customer platform to enable a bespoke and exclusive customer journey. Reporting directly to the Chief Information Office, the Director, Digital Customer Platforms will lead the delivery of a seamless, sustainable, and innovative digital platform that engages the customer and supports their journey from prospect to astronaut, driving trust and brand affinity.

The Director, Digital Customer Platforms will be responsible for planning, secure development, integrations, testing and support of the digital customer platform for the enterprise.

With responsibility for the end-to-end solution, the ideal candidate will have a strong background in developing digital business to consumer solutions for a luxury brand. The platform will require multiple integrations, including Sales Force, credit card/bank payment processing systems, and content/document management systems. This role will collaborate closely with our Customer Experience and Sales teams as well as our third-party design and development agencies, requiring strong communication, interpersonal, and project management skills.

• Provide strategic direction and leadership to a development and support team consisting of individual contributors, in-house and outsourced teams to ensure projects are delivered on time, within budget, and meet functional and security requirements.
• Maintain robust development processes and ensure that requirements are defined, tracked and communicated in a consistent and effective manner, incorporating effective release, change and risk management controls.
• Build and manage relationships with senior leaders within the IT organization and the business/ functional teams.
• Create IT and business cross-functional teams optimized for successful delivery of programs.
• Build and execute platform roadmaps to support corporate strategy and goals/timelines.
• Manage vendor relationships and third-party service providers, ensuring adherence to SLAs and contractual agreements.
• Drive continuous improvement initiatives to optimize processes, enhance efficiency, and deliver maximum value to the organization.
• Stay abreast of industry trends and emerging technologies, providing recommendations and insights for future initiatives.
• Work with Customer Service, Information Security, and Infrastructure & Operations teams to ensure seamless, rapid response and resolution of platform related service support cases.
• Identify gaps & issues in technical requirements, processes, or projects, and actively address in collaboration with the business solutions and project delivery teams.
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed.
• Manage the Digital Customer Experience budget and provide input on the administration of related operating and project related budgets.
• Author reports, documents, and present analyses, project status, risks and issues, as well as provide remediation plans.

• Bachelor’s or Master’s degree in Computer Science, Information Systems, Business Management or a related field, or equivalent work experience.
• Minimum ten (10) years of Software and Application Development experience in a leadership role with a proven track record of developing enterprise grade web-based applications.
• Strong understanding of secure, web-based application architecture and infrastructure.
• Proven experience with software development project methodologies (SDLC, Agile, PMP, Scrum).
• Proven experience in complex digital customer experience platforms with Sales Force integrations, preferably with luxury consumer brands.
• Five (5) or more years of work within complex manufacturing and high-technology business processes and deep understanding of CRM business flows.
• Proven experience in Microsoft Cloud services and related cloud technologies.
• The ability to motivate, inspire, counsel, and facilitate individuals and teams to take responsibility and accountability for goals.
• Requires a blend of business, technical, financial, analytical, and communication skills and the ability to influence at all levels of the organization.
• Excellent critical/structured analysis, strategic planning, and project execution skills.

• Experience in Aerospace and Defense industries a plus.
• Strong interpersonal skills, with a demonstrated ability to make effective decisions while working through complex issues.
• Must be able to utilize and effectively communicate functional and technical components of an initiative to applicable parties both verbally and through documentation.
• Able to define activity roadmaps considering limited and scarce resources.
• Experience recognizing and implementing improved efficiencies and productivity.
• Able to mediate issues between users, team members or other…