Senior Director Customer Technology and Software

Senior Director Customer Technology and Software

ABOUT USG AND OUR DIGITAL CUSTOMER EXPERIENCE JOURNEY

USG Corporation is an industry-leading manufacturer of building products and innovative solutions highlighted by Sheetrock®, Durock®, and Securock® Brands.

Headquartered in Chicago, USG serves construction markets around the world through its Gypsum, Performance Materials and Ceilings divisions. Its wall, ceiling, flooring, sheathing, and roofing products provide the solutions that enable customers to build outstanding spaces where people live, work, and play.

Capability transformation

USG is evolving its digital customer experience and translating the objective of being easiest to do business with into a sustainable technology roadmap. The digital transformation includes upgrading our technology stack and augmenting our teams, developing new digital platforms, and integrating a best-in-class eCommerce operating model to deliver exceptional customer experience from design planning to order delivery. The digital services are based on to be improved data and process models and will be provided for all our customers in the US, Canada, and LATAM.

ROLE SUMMARY

The Senior Director Customer Technology and Software will assume the key IT leadership role driving USG’s digital transformation, building and managing a state-of-the-art software delivery organization, leading the digital roadmap implementation from a technology standpoint and connecting new and upgraded customer solutions to the existing landscape. The role emphasizes cross-functional collaboration and end-to-end ownership of deliverables and focuses both on building the new capabilities as well as continuously improving their effectiveness. USG’s digital platform will be available in the US, Canada and LATAM. This role involves providing IT oversight of multiple product teams, each responsible for developing and delivering specific products or features, from ideation to launch and beyond. The Senior Director Customer Technology and Software will provide technical leadership through driving innovation across digital customer experience initiatives including, digital marketing, product data management, and customer self-service offerings, and e-commerce order management and will oversee the tech team of the Salesforce platform.

USG offers a hybrid workplace. The office location is Chicago, IL. Minimal travel may be required.

DEFINITION OF THE TEAM

Product teams are composed of individuals with diverse skill sets, including business and IT expertise, who work together to achieve a common goal. These product teams include Marketing and Loyalty, Product Data and Information Publishing, Customer Software and Services, and Customer Portal and Ordering. The Senior Director Customer Technology and Software will assume the IT responsibility. There is a counterpart role on the Marketing side.

The Marketing and Loyalty team is dedicated to delivering a superior digital marketing experience and driving customer retention and loyalty. The Product Data and Information Publishing / PIM team is responsible for delivering easy, efficient, and convenient product discovery and evaluation supported by a comprehensive search function with relevant filtering and personalization. The Customer Software and Services team is responsible for building experiences and applications on the website that help designers, architects, and contractors understand how USG’s products will look, feel, and sound in their space. Finally, the Customer Portal and Ordering team is responsible for delivering a seamless eCommerce, and order management experience. The Salesforce team provide solutions for Marketing, Sales, and Service in North America (US, Canada, LATAM).

KEY RESPONSIBILITIES

• Strategic and thought leadership: Implementation of digital roadmap focused on customer experience driving customer satisfaction, lowering cost of sales and increasing reach and access to USG’s customers. Provide technical direction and leadership for short- and long-range planning of product teams: Marketing and Loyalty, Product Data and Information Publishing, Customer Software and Services, and Customer Portal and Ordering.
• Product development oversight: Oversee the entire product development lifecycle, from ideation to launch and post-launch support, ensuring high-quality deliverables.
• Innovation and improvement: Drive innovation by identifying opportunities for new features, enhancements, and technology solutions that align with business objectives.
• Resource management: Allocate resources effectively across teams, ensuring optimal use of skills and capabilities to meet project timelines and objectives.
• Stakeholder en