Senior System Manager, Customer Service Customer Svc Business System

Responsibilities

• Leading, managing, hiring, and coaching a high-performing team of employees.
• Overseeing the design, delivery, and operation of critical Customer Operations systems and data platforms.
• Ensuring implementation of safety, health, and environmental programs.
• Adhering to Company principles, business conduct standards, and procedures including EH&S, EEO, and security protocols.
• Fostering a customer-centric culture to build trust, improve service, and enhance stakeholder value.
• Making requirements analyses for enhancements to existing and new systems.
• Developing functional scope and designs for new systems and enhancements of existing systems.
• Managing system recommendations, developing tangible implementation proposals, and developing detailed project plans for executing.
• Leading essential Customer Operations data analytics and power platform projects and dashboards, while managing staff of employees and third-party contractors.
• Providing technical leadership, contractor oversight, and supporting the project management processes for all initiatives.
• Identifying appropriate training requirements for the staff.
• Led critical Customer Operations data analytic and power platform initiatives including managing and supervising contractors and technical resources.
• Communicating effectively to technical and non-technical audience.
• Analyzing existing applications and recommending improvements related to business process or technology infrastructure changes.
• Preparing and conducting presentations, as assigned, to all levels of management.
• Managing staff to troubleshoot application production and testing problems or development environment and resolve them.
• Managing staff to perform unit integration, systems testing, and sets up user acceptance testing for any sized project.
• Assisting in programs to educate management and end users in data processing techniques, systems capabilities and requirements.
• Developing strategies for complex projects, preparing packages for moves to production and directing others in these activities.
• Reviewing and approving proposed systems solutions, confirming that data processing applications are designed to meet user requirements.
• Participating in the Company's emergency management processes and storm plans.
• Performing other related tasks and assignments as required.

Qualifications

• Education/Experience: Associate's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business or applicable degree and a minimum of 5 years of relevant work experience; Bachelor's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business or applicable degree and a minimum of 3 years of relevant work experience; Master's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business or applicable degree and a minimum of 2 years of relevant work experience.
• Knowledge: Working knowledge and experience in data analytics and data analytics concepts.
• Experience: Writing formal documentation and requirements; preparing and conducting presentations; supervising technical staff; using SQL queries and Microsoft Word, Excel, PowerPoint; using Databricks, Microsofts Power Platform, and Power Automate, including Power BI; using .Net Programing.
• Licenses and Certifications: Driver's License Required.