Director, Experience

Position Summary

In collaboration with senior leadership drives experience excellence throughout ERIE by building strategic alignment to customer segments’, expectations, and goals, for seamless, transparent customer experience.
This Director will be the Product Manager for the Service Management Program within the Services Portfolio. Previous experience/knowledge of contact centers preferred. 

Duties and Responsibilities

• Manages overall operations of designated authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
• Leads teams in strategy efforts to do one or more of the following: 
  • design and implement business processes to enable product research and development of portfolio prioritization, resource allocation, and risk management. 
  • provide product portfolio analyses and develop processes to support dynamic portfolio management. 
  • manage digital efforts by developing transformation strategies and goals, tracking results, and overseeing implementation
  • drive initiatives across functions, research and development units to create fully integrated business strategies. 
• Monitors and reports on portfolio objectives and key results and proactively addresses and resolves issues.
• Supports business portfolio of larger initiatives sets program vision, prioritizing projects, and making day-to-day decisions on scope, schedule, cost, and business outcomes. 
• Collaborates with senior leadership for overall strategy creation, execution, roadmap and success measures design, monitoring, adjusting, and reporting for core business.
• Partners with key stakeholders to evaluate the organizational structure and performance of the designated area of authority ensuring efficient planning, staff, and training of staff for maximum productivity and service delivery.
• Assists senior leadership with the yearly budgeting and forecasting process for department. Develops policy and controls resources for responsible function(s) for business areas.

Duties and Responsibilities (cont'd if applicable)

• Participates in project prioritization, budgeting, reporting and resources planning.   
• Facilitates stakeholder engagement to drive program success and ensure alignment with corporate goals. Defines, develops and provides information and analysis to drive the decision-making process and support business operations for internal and external customers.
• Develops and delivers presentations to key stakeholders summarizing objectives, deliverables, status and metrics.
• Responsible for the capability development including team skillsets, internal advocacy, internal partnerships, external partnerships.
• Acts as a change agent to establish a sustainable culture of Innovation across Erie.

The first five duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become clear. 

Capabilities

Qualifications

Minimum Educational Requirements

• Bachelor’s degree and seven years related experience; or
• Associate’s degree and nine years of related experience; or
• High school diploma or GED and eleven years of related experience required.

Additioal Experience

• Supervisory Experience required. 
• Leadership in customer-management roles, such as voice of customer, experience design, customer care, customer intelligence, or program management, or IT leadership, preferred.
• Knowledge of presentation software, spreadsheet software applications and data management techniques preferred.
• Familiarity with evolving technologies and information technology practices preferred.
• Experience in process re-engineering and related tools (example: Lean, Six Sigma, Customer Journey Mapping, Change Management and Agile) preferred.
• Experience with maturity road mapping, customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management preferred.

Physical Requirements