Hybrid Manager, Customer Interaction Products – Customer Interaction Solutions

at FirstEnergy

• Job title: Manager, Customer Interaction Products – Customer Interaction Solutions
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cyber Security, ERP
• Location requirements: Hybrid, Akron, United States

About the role

• Manager overseeing IT operations responsible for Customer Interaction at FirstEnergy. Ensuring alignment on technology initiatives and managing budgets, staff, and vendor performance.

Responsibilities

• Manages, directs, and coordinates the IT operations responsible for the development, enhancement, integration, and support of technology for the Customer Organization.
• Ensures operational, procedural, and regulatory requirements are met.
• Acts as a primary communication point between IT and the Customer business portfolio leadership to ensure alignment on critical technology initiatives.
• Manages the IT budget of the assigned area, including forecasting requirements and preparing an annual budget.
• Communicates with other IT managers to coordinate staffing, project priority, infrastructure, and cyber security requirements.
• Drives vendor performance to ensure operational excellence and compliance with contractual obligations.
• Maintains quality service by effectively responding to both planned and unplanned events.

Requirements

• Bachelor’s degree in MIS, CIS, or Business-related field preferred. Management experience in lieu of degree will be considered.
• Minimum 10 years relevant experience required. Relevant experience includes experience in an IT related field.
• Minimum of 4 years supervising and mentoring a diverse team of people.
• Role model of FirstEnergy’s core values and behaviors; unwavering integrity and trustworthiness.
• Demonstrated ability to govern multiple projects and ensuring appropriate project management principles and methodologies are followed.
• Ability to develop business cases and present at all levels of the organization.
• Knowledge of IT processes, business processes, and technologies is required. Experience with ERP solutions such as SAP, Contact Center as a Service Solutions such as NICE CXone, website technologies, and associated secure integrations preferred.
• Ability to establish expectations and provide clear direction to meet goals and objectives.
• Ability to motivate and engage employees through effective communication.
• Ability to supervise technical staff including assessing their work and providing constructive feedback for on-going development.
• Ability to create development plans for employees to gain necessary knowledge, skills, and abilities to successfully perform their duties and advance their careers.
• Strong interpersonal skills with a proven ability to bring diverse groups of people together to reach a common goal.
• Strong knowledge of process improvement techniques.

Benefits

• Health insurance, prescription drug, dental, vision, and life insurance programs
• 401(k) savings plan with matching employer contribution
• Company-sponsored pension plan
• Skills development training with tuition reimbursement