Director, Customer Business Systems

The Director, Customer Business Systems, reports to the Vice President, Customer Business Systems, is responsible for providing strategic direction and execution to ensure enterprise business systems are designed and in sync with key business strategies and initiatives. This includes building, aligning, and delivering upon the cross-product roadmap, overseeing quarterly releases and their impact to Board functionality, providing consultative support on functionality, creating and managing enhancement requests, defining and documenting requirements, and providing QA testing prior to deployment to production. Collaborating with the Customer Engagement and Customer Experience teams, the Director of Customer Business Systems will lead efforts to enhance systems, processes, and tools needed to ensure successful service delivery. Creating a collaborative team environment and fostering a strong culture of continuous improvement are essential aspects of this role, with a specific emphasis on ensuring technology solutions are relevant and aligned with business best practices in support of service delivery.

What you will do:

• Provide effective leadership and strategic direction to the team of customer business system product owners.
• Develop and execute customer business system strategies and business requirements for new enhancements that enable service excellence, system flexibility, utilization of common infrastructure, and continuous availability.
• Analyze business objectives and provide strategic decisions to ensure effective use of business systems for the delivery of service within Plan Operations.
• Partner with Customer Engagement and Customer Experience to evaluate, prioritize, and define requirements for system fixes and enhancements.
• Partner with Customer Engagement and Customer Experience to identify and implement a process improvement strategy to drive efficiencies and improve the quality-of-service delivery.
• Oversee a team of product leads responsible for defining and documenting requirements and enhancement requests across customer business system tools for benefits administration processing, vendor interfaces, retirement planning employer and member tools, annual enrollment and employer agreement, and customer relationship management.
• Along with product leads, serve as business system point of contact (POC), providing consultative support on functionality.
• Manage individual performance of team members, with a goal of growing future leaders through continuous professional development, targeted training, and strategically defined goals and accountabilities.
• Provide coaching and feedback to improve team performance and capabilities.
• Create an environment that embraces diversity and ensures that all team members feel valued and included. Actively seek out diverse perspectives and experiences while fostering a culture where everyone is equipped to thrive and contribute their best.

What you need to succeed in the role:

• Minimum of 7 years of experience in project management, business systems implementation, and/or assessment of technology initiatives, information systems and their applications with at least 3 years in a supervisory/management role.
• A bachelor’s degree in business administration, information technology, computer science, engineering, or related field preferred.
• Previous successful management experience required. Skilled at developing, motivating, and managing a professional staff.
• Demonstrated ability to think both strategically and tactically.
• Innate ability to grasp new information and quickly understand its implications.
• Able to anticipate problems and respond accordingly.
• Leads and delivers service in a manner that instills confidence and credibility in leaders, peers, and team.
• Proven experience driving efficiencies and process improvements at the organization level.
• Experience with systems implementation, upgrades, etc. required.
• Creative and resourceful.
• Assertive, yet diplomatic, in expressing opinions or concerns.
• Adaptable and comfortable in an environment of ongoing change and evolution.
• Experience in a benefits administration environment and knowledge of employee benefits a plus.
• Ability to work on-site at the 2000 Market Street office in Philadelphia.
• An ability, interest, and desire to stay current via seminars, industry literature, and formal training and development.