CX IT Manager

JOB TITLE: CX IT Manager

DEPARTMENT: Public Sector

REPORTS TO: CX IT Director

JOB LOCATION: Sulphur Springs, TX

TRAVEL:  up to 10%

SUMMARY OF POSITION:  

The CX IT Manager will be accountable for overseeing the seamless delivery of outstanding customer experiences by efficiently managing IT systems and technology infrastructure. The primary focus will be on managing development, supporting the implementation, and maintaining customer-focused solutions that drive satisfaction, engagement, and loyalty. This role will lead a team of IT Team Leads, professionals, collaborate with cross-functional departments, and play a crucial role in aligning IT strategies with the organization's customer experience goals.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Customer Experience Strategy: Collaborate with the executive team and customer experience stakeholders to define IT strategies that align with the company's overall customer experience vision and objectives.
• Team Leadership: Manage and mentor a team of IT specialists, including Team leads, engineers, and support personnel, to ensure efficient and high-quality delivery of customer-facing IT solutions.
• Customer-Centric Solutions: Oversee the development and implementation of innovative customer-centric IT solutions, such as customer portals, self-service tools, live chat support, and personalized user experiences.
• IT Infrastructure Management: Maintain and optimize IT infrastructure to support a smooth and uninterrupted customer experience, including servers, networks, databases, and cloud services.
• Data Analytics and Insights: Utilize customer data and analytics to gain insights into customer behavior, pain points, and preferences, leveraging these insights to enhance the overall customer journey.
• Quality Assurance and Testing: Develop and implement rigorous quality assurance processes to ensure that all customer-facing IT solutions are fully functional, secure, and user-friendly.
• IT Security and Compliance: Ensure the protection of customer data and sensitive information through robust cybersecurity measures and compliance with relevant regulations.
• Collaboration with Stakeholders: Work closely with cross-functional teams, including Marketing, Sales, and Product Development, to understand their requirements and integrate IT solutions into the overall customer experience ecosystem.
• Continuous Improvement: Stay abreast of industry trends, emerging technologies, and best practices in customer experience management and IT solutions, proactively implementing improvements to stay ahead of the competition.
• Budget Management: Develop and manage budgets for customer-facing IT projects, ensuring cost-effective solutions that meet business objectives.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE): 

• Acquired knowledge/education/experience/expertise in supervision
• Installation of hardware and software; troubleshooting and repair of hardware and software.
• Good communications, customer service and leadership skills.
• Working knowledge of appropriate Operating Systems, hardware, and software; able to diagnose problems; repair or replace equipment; scheduling skills.
• Ensures that all duties are carried out in the most cost-effective and timely manner.
• Communicates with other Team Leaders, Management, departments, and customers.