Solutions Experience Manager - Westlake

About the role

This Solutions Experience Manager will oversee and manage all Deloitte University CXO solutions project initiatives through all phases of delivery (as defined by our CXO Solutions Delivery Framework). These initiatives will include (but are not limited to) Deloitte University experience designs, hardware deployments, application deliveries, change management operations and overall customer support/satisfaction.

Responsibilities

• Oversee all DU project deliveries inclusive of design/builds, application rollouts and experiential updates
• Manage vendor relationships and conduct routine reviews
• Utilizing extensive experience and project implementation knowledge to develop plans and execute deliveries
• Create process improvements to maximize the effectiveness of project deliveries
• Create operational strategies to achieve transformational experiences at DU
• Implement cost reduction initiatives while maintaining high-quality standards
• Oversee CXO Solutions project and operational change management for Deloitte University
• Meet with customers and BRM team regularly to foster well established cross departmental and customer relationships
• Oversee the design, test, and deployment phases of new DU solutions and equipment rollout projects. Document and diagram all utilized solutions and signal flows, and train team members accordingly
• Demonstrate experience with various AV technology and hotel application platforms (e.g., Virtual and Streaming Platforms, Hospitality platforms, building management systems, Point of Sale systems, Attendance/Registration tracking, Appointment Scheduling, Mobile Apps, Communications, Event Analytics)
• Use detailed observation and assessment to identify potential project issues that could impact the DU production environment, based on a comprehensive knowledge of technical configurations and hospitality protocols
• Be a creative and analytical thinker, capable of handling quantitative and technical duties while managing several simultaneous projects
• Take ownership and successfully deliver results in a fast-paced, dynamic environment with little to no supervision. Communicate effectively with a diverse audience, propose solutions and explanations in writing, and collaborate with a wide range of teams to oversee projects
• Stay current with product specifications, engineering technology, and production processes. Develop best practices to improve production capacity, quality, and reliability. Maintain technology documentation and operational upkeep for Audio Video applications/products. Provide training and guidance to team members to accomplish project delivery goals. Investigate problems, analyze root causes, and derive resolutions
• Maintain vendor relationships and reviews for existing technologies, as well as investigate and implement new vendor technologies
• Stay abreast of security, privacy, and compliance standards relevant to application management and data stewardship
• Provide training and end-user support for new or upgraded applications and spearhead change management activities
• Manage all asset inventory, assignment, upkeep, tracking, and maintenance

Qualifications

• Bachelor’s degree or equivalent in Computer Science, Computer Engineering, Business Administration
• Minimum 6 years of related experience with experiential discovery, project management, change management, customer-facing service and support. Microsoft Outlook, MS Office Suite, Hospitality applications and Virtual Event Platforms (Zoom, Teams, WebEx, etc.)
• Onsite at Westlake, TX Deloitte office (Deloitte University)
• Minimum 1 year of previous people leadership or project management experience

Team

The team includes professionals who help power Deloitte’s success, serving many of the world’s largest, most respected organizations. They develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. The ~3,000 professionals in DT - US deliver services including:

• Cyber Security
• Technology Support
• Technology & Infrastructure
• Applications
• Relationship Management
• Strategy & Communications
• Project Management
• Financials

Customer Experience

The Customer Experience (CXO) team is DT - US first line of contact with personnel. Providing walk-up support, asset management, PC compliance, and mobile devices support, CXO provides hands-on support to Deloitte employees.

Pay

A reasonable estimate of the current range is $102,500 to $210,600.

Schedule

Onsite at Westlake, TX Deloitte office (Deloitte University).