Senior Manager – Customer Expereince Management Solitions Design And Development

Role: Senior Manager – Customer Experience Management Solutions Design and Development

Status: Permanent

Location: Mississauga, ON (Hybrid)

Responsibilities:

• Participate in the development and implementation of corporate strategies, goals, objectives, and policies
• Assume responsibility for leading the analysis, evaluation, solution development, building and testing of complex CXM applications
• Manage an overall Human Resources plan to ensure adequate / appropriate resources are available to support multiple projects
• Responsible for Canadian-based Application Development teams
• Manage an overall Human Resources plan to ensure adequate / appropriate resources are available to support multiple projects
• Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures
• Ensure client expectations are being met with respect to Service Levels, quality and innovation
• Provide strategic support for requests for proposals Research, analyze, and evaluate new service delivery methods and techniques
• Manage large team of business professionals in multiple locations including off shore facilities
• Responsible for managing team performance and effectiveness against key project milestones, client expectations, corporate standards and adjusting course where needed
• Responsible for managing the definition, implementation and integration of quality principles and quality processes into the design and development of software and IT processes
• Ensures that products, applications, and systems are in compliance with established quality standards and meet customer requirements
• Analyzes best-in-class processes, understands the interaction and relationship of business operations and operating systems and network processes

Qualifications:

• 3-5 years in a leadership role in the delivery of CXM solutions
• Experience/knowledge of document composition platforms: Quadient Inspire, OpenText Exstream, CSF, Compuset, Elixir
• Experience/knowledge of database applications: DB/2, Oracle, SQL, MS Access
• Experience/knowledge of windows / unix tools & utilities: Java, Cobol, JSF, C, C++, VB, .net, XML
• Senior level ability to present and convey information that influences and calls individuals to action
• Excellent communication (bilingual in French an asset), presentation, interpersonal and time management skills
• Ability to manage/overcome client concerns

• Job ID / No. du Poste: 26044
• Open Positions / Postes Ouverts: 1