Our client is searching for a Director of Digital Customer Solutions. This role leads the development and delivery of the digital customer solutions platforms and roadmaps, including the eCommerce platform, customer integrations, product selection tools, and mobile assets.
Directly supervises the Digital Product Manager(s).
Directly supervises the Platform Manager.
Directly supervises the Development Manager.
Partners with Technology and Marketing leadership to build and execute a customer digital solutions strategy, roadmap, budget, and management plan with a focus on customer usability, interface design, technical integration, security and content maintenance.
Oversees the digital product management function to develop and manage a digital customer solutions portfolio to achieve customer experience and revenue objectives. Develops roadmaps and operational plans based on feedback from stakeholders and delivers all features and functionality across our digital platforms.
Leads various committees to gather feedback and prioritize changes to deliver positive change for our Members and Customers.
Oversees customer solution development strategies, including internal and external resource utilization and release management. Implement governance policies and procedures to streamline quality assurance, manage downtime, and ensure compliance with company data and security policies.
Research new technology opportunities and partnerships that will benefit customer experience on our platforms. Creates case studies and identifies return on investment associated with new opportunities.
Evaluate and select vendor technologies based on strategic growth initiatives. Engage in contract negotiation and execution within company policy. Ensure that vendors are held to a defined standard.
Drives thought leadership and change enablement for the adoption of digital solutions both internal and external to the organization.
Establishes two-way communications between stakeholders and ensures all stakeholders are well informed of issues related to Digital Customer Solutions. Additionally, responsible for communicating and reporting of sales to various stakeholders throughout the organization.
Provide a superior user experience for the customer, including a compelling visual experience, easy and efficient navigation, accurate research and selection capabilities, and frictionless purchasing experience.
Partner with Technology & Marketing leadership to advance our digital commerce platforms - including Bloomreach CMS, Elastic Path, SLI Search, and future ecosystem of digital solution providers (i.e., payment processing, ai recommendations, content delivery, hosting, and more).
Manage 3rd party technology partners (web developers, payment providers, etc.) to ensure all websites are operational, and continually optimized.
Provides leadership to the team, including: interviewing, hiring, conducting performance reviews, resource and workload planning, mentoring, providing or scheduling training, forecasting future personnel requirements, etc.
Bachelor’s Degree (B.A.) from a four-year college or university; At least 10 years of eCommerce/digital solution experience; or equivalent combination of education and experience.
Technical Knowledge, Skills, and Abilities:
Deep knowledge of the various layers of a high-performance eCommerce technology platform including best practices, innovative technologies, and trends.
Demonstrated success defining and delivering against digital product roadmaps.
Ability to partner with business leaders to define business needs and objectives.
Ability to identify, select and manage third-party service providers.
Knowledge of digital product lifecycle development principles and techniques.
Ability to develop and manage to budget and technology operational metrics.
Process Knowledge, Skills and Abilities:
Ability to prioritize and manage multiple concurrent tasks and activities based on customer and organization needs.
Ability to fully understand business goals and metrics, turn data into insight, and translate requirements into actionable work efforts to achieve intended outcomes.
Ability to prioritize multiple tasks and projects.
Problem-solving skills: listening to, interpreting, and meeting the needs of others; define problems, collect data, establish facts, and draw valid conclusions; diagnosing and rectifying problems.
Ability to present and communicate technical concepts in a clear and concise manner.
Ability to communicate technical issues to non-technical users in both one-on-one and group situations.
Ability to listen and communicate in order to influence others in getting the job done.
Ability to apply Human Resources management principles, including: hiring, training, coaching, and evaluating employees.
Can start remotely due to COVID-19”
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.
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