What are the responsibilities and job description for the Executive Director - Operations position at NCR Voyix?
About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.
Position Overview:
We are seeking an experienced and proactive IT Director of Communications to oversee the strategic communication processes for IT outages, scheduled maintenance, and root cause analysis (RCA). This role will focus on ensuring that internal and external stakeholders are kept well-informed during incidents and planned IT events, while also driving improvements in communication standards, processes, and incident response.
The ideal candidate will have a strong background in IT operations, excellent communication skills, and the ability to lead teams in fast-paced, high-pressure environments. This role requires both technical understanding and the ability to translate complex IT issues into clear, actionable communications for various audiences.
Key Responsibilities:
Outage Communication:
Lead and manage the communication strategy for IT outages, ensuring timely and transparent updates to all affected stakeholders (internal teams, customers, partners).
Develop and implement standard operating procedures (SOPs) for outage notifications, ensuring consistency in messaging and clarity on resolution timelines.
Act as the primary liaison during critical outages, providing real-time updates and ensuring that impacted users are informed of progress and expected recovery time.
Ensure post-outage communications are clear and provide a thorough overview of the issue, including any steps taken to prevent recurrence.
Maintenance Notification:
Oversee the communication of scheduled maintenance windows and downtime, ensuring that stakeholders are informed well in advance.
Collaborate with IT teams to develop maintenance schedules that minimize disruption and ensure clear communication to end-users, including changes, risks, and expected completion times.
Implement feedback mechanisms to assess stakeholder satisfaction with maintenance notifications and communication.
Root Cause Analysis (RCA):
Coordinate the communication of findings from Root Cause Analysis efforts, ensuring stakeholders are informed of both technical insights and action plans for preventing future issues.
Work with technical teams to translate complex technical findings into user-friendly communication for non-technical stakeholders.
Regularly report on recurring issues and trends identified through RCA, proposing solutions and improvements for both communication processes and technical infrastructure.
Serve as a key advisor to IT leadership on communication strategies for high-impact incidents and projects.
Promote continuous improvement in IT communication processes by staying current with industry best practices and leveraging feedback from stakeholders.
Qualifications:
Bachelor's degree in Information Technology, Communications, Business, or a related field. A Master’s degree is a plus.
7 years of experience in IT communication, IT operations, or a related technical field.
Proven experience in outage management, crisis communication, and incident reporting in a large-scale IT environment.
Strong knowledge of ITIL or similar frameworks, especially as it pertains to incident management, change management, and problem management.
Excellent written and verbal communication skills, with the ability to translate complex technical issues for non-technical audiences.
Demonstrated ability to lead cross-functional teams and manage high-pressure situations effectively.
Strong analytical and problem-solving skills, with the ability to identify communication gaps and areas for process improvement.
Experience with tools for monitoring outages, managing incidents, and conducting post-incident reviews.
Preferred Skills:
Familiarity with project management methodologies (e.g., Agile, Scrum).
Experience working in fast-paced, customer-focused IT environments.
Expertise in data visualization and reporting tools to aid in RCA and deployment quality communication.
Key Competencies:
Strategic thinker with a focus on operational efficiency and stakeholder engagement.
Strong leadership and interpersonal skills.
Ability to maintain a calm demeanor and clear communication during high-pressure situations.
Detail-oriented with an ability to prioritize and manage multiple communication streams.
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.
Position Overview:
We are seeking an experienced and proactive IT Director of Communications to oversee the strategic communication processes for IT outages, scheduled maintenance, and root cause analysis (RCA). This role will focus on ensuring that internal and external stakeholders are kept well-informed during incidents and planned IT events, while also driving improvements in communication standards, processes, and incident response.
The ideal candidate will have a strong background in IT operations, excellent communication skills, and the ability to lead teams in fast-paced, high-pressure environments. This role requires both technical understanding and the ability to translate complex IT issues into clear, actionable communications for various audiences.
Key Responsibilities:
Outage Communication:
Lead and manage the communication strategy for IT outages, ensuring timely and transparent updates to all affected stakeholders (internal teams, customers, partners).
Develop and implement standard operating procedures (SOPs) for outage notifications, ensuring consistency in messaging and clarity on resolution timelines.
Act as the primary liaison during critical outages, providing real-time updates and ensuring that impacted users are informed of progress and expected recovery time.
Ensure post-outage communications are clear and provide a thorough overview of the issue, including any steps taken to prevent recurrence.
Maintenance Notification:
Oversee the communication of scheduled maintenance windows and downtime, ensuring that stakeholders are informed well in advance.
Collaborate with IT teams to develop maintenance schedules that minimize disruption and ensure clear communication to end-users, including changes, risks, and expected completion times.
Implement feedback mechanisms to assess stakeholder satisfaction with maintenance notifications and communication.
Root Cause Analysis (RCA):
Coordinate the communication of findings from Root Cause Analysis efforts, ensuring stakeholders are informed of both technical insights and action plans for preventing future issues.
Work with technical teams to translate complex technical findings into user-friendly communication for non-technical stakeholders.
Regularly report on recurring issues and trends identified through RCA, proposing solutions and improvements for both communication processes and technical infrastructure.
Serve as a key advisor to IT leadership on communication strategies for high-impact incidents and projects.
Promote continuous improvement in IT communication processes by staying current with industry best practices and leveraging feedback from stakeholders.
Qualifications:
Bachelor's degree in Information Technology, Communications, Business, or a related field. A Master’s degree is a plus.
7 years of experience in IT communication, IT operations, or a related technical field.
Proven experience in outage management, crisis communication, and incident reporting in a large-scale IT environment.
Strong knowledge of ITIL or similar frameworks, especially as it pertains to incident management, change management, and problem management.
Excellent written and verbal communication skills, with the ability to translate complex technical issues for non-technical audiences.
Demonstrated ability to lead cross-functional teams and manage high-pressure situations effectively.
Strong analytical and problem-solving skills, with the ability to identify communication gaps and areas for process improvement.
Experience with tools for monitoring outages, managing incidents, and conducting post-incident reviews.
Preferred Skills:
Familiarity with project management methodologies (e.g., Agile, Scrum).
Experience working in fast-paced, customer-focused IT environments.
Expertise in data visualization and reporting tools to aid in RCA and deployment quality communication.
Key Competencies:
Strategic thinker with a focus on operational efficiency and stakeholder engagement.
Strong leadership and interpersonal skills.
Ability to maintain a calm demeanor and clear communication during high-pressure situations.
Detail-oriented with an ability to prioritize and manage multiple communication streams.
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”
