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FirstEnergy · 1 day ago

Manager Customer Interaction Products - Customer Interaction Solutions - Akron FirstEnergy Headquarters

Akron, OH

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

FirstEnergy is a forward-thinking electric utility committed to making customers’ lives brighter and the environment better. The Manager of Customer Interaction Products is responsible for managing IT operations that support customer service technologies and ensuring alignment between IT and business leadership on critical technology initiatives.

Clean EnergyEnergyEnergy EfficiencyInformation Services

No H1B

Responsibilities

Oversees a portfolio of applications and tools that are essential to critical business processes

Oversees the design, development, testing, and implementation of the supported business applications

Develops and maintains a strong foundational knowledge of changing technical platforms

Drives projects and tasks to completion on time and within budgetary guidelines

Acts as a trusted advisor with business units across the assigned portfolios to anticipate IT requirements while meeting the overall business objectives

Manages the IT budget of the assigned area, including the individual budgets of the projects associated with their group. Accomplishes financial objectives by forecasting requirements, preparing an annual budget and monthly reforecasts, analyzing variances, and taking corrective action when necessary

Communicates with other IT managers to coordinate staffing, project priority, infrastructure, and cyber security requirements

Responsible for managing staff performance by setting objectives, tracking performance, and providing feedback

Assists in the personal growth of staff through development of individual development plans, mentoring, coaching and stretch job assignments

Staffs projects by aligning internal resources and timetables with business plans. Selects and hires consultants to address internal labor project shortages/gaps

Drives vendor performance to ensure operational excellence, compliance with contractual obligations, and alignment with organizational goals

Collaborates with vendors partners to optimize processes and deliver cost efficiencies

Maintains quality service by responding to both planned and unplanned events effectively

Produces results that have a direct, positive impact on the Company

Qualification

SAPNICE CXoneProject ManagementIT ProcessesBusiness ProcessesProcess ImprovementInterpersonal SkillsMentoringCommunication

Required

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

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

Preferred

Bachelor's degree in MIS, CIS, or Business-related field preferred. Management experience in lieu of degree will be considered

Experience with ERP solutions such as SAP, Contact Center as a Service Solutions such as NICE CXone, website technologies, and associated secure integrations preferred

Benefits

Competitive pay plus incentive compensation

Company-sponsored pension plan

401(k) savings plan with matching employer contribution

A choice of medical, prescription drug, dental, vision, and life insurance programs

Skills development training with tuition reimbursement

Company

FirstEnergy

Glassdoor3.6

We are a forward-thinking electric utility centered on integrity, powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

Founded in 1997

Akron, Ohio, USA

10001+ employees