Manager Customer Interaction Products - Customer Interaction Solutions - Akron FirstEnergy Headquarters

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

Preferred work location is Akron, OH, or Reading, PA

Overview

This position manages, directs, and coordinates the IT operations responsible for the development, enhancement, integration, and support of technology for the Customer Organization, including Customer Contact Centers, Customer Care Support, Customer Self Service, and Customer Service Analytics.  The position ensures that operational, procedural, and regulatory requirements are met. In addition, it is a primary communication point between IT and the Customer business portfolio leadership to ensure alignment on critical technology initiatives in support of Contact Center operations and customer-facing applications including Contact Center as a Service platform, NICE CXone; SAP CRM; SAP ERP; Customer website; and associated internal and external/Vendor integrations. The successful candidate will perform manager duties with ownership oversight of areas including budgeting, staffing, project management, work management, and vendor management.  The position conducts Performance and Talent Management for those individuals residing in their organization.  Finally, seamless coordination between this position and other IT organizations is required to fully achieve the company’s strategic vision. 

Responsibilities include but are not limited to:

• Oversees a portfolio of applications and tools that are essential to critical business processes.
• Oversees the design, development, testing, and implementation of the supported business applications. 
• Develops and maintains a strong foundational knowledge of changing technical platforms.
• Drives projects and tasks to completion on time and within budgetary guidelines. 
• Acts as a trusted advisor with business units across the assigned portfolios to anticipate IT requirements while meeting the overall business objectives.
• Manages the IT budget of the assigned area, including the individual budgets of the projects associated with their group. Accomplishes financial objectives by forecasting requirements, preparing an annual budget and monthly reforecasts, analyzing variances, and taking corrective action when necessary.  
• Communicates with other IT managers to coordinate staffing, project priority, infrastructure, and cyber security requirements.    
• Responsible for managing staff performance by setting objectives, tracking performance, and providing feedback.
• Assists in the personal growth of staff through development of individual development plans, mentoring, coaching and stretch job assignments. 
• Staffs projects by aligning internal resources and timetables with business plans.  Selects and hires consultants to address internal labor project shortages/gaps.
• Drives vendor performance to ensure operational excellence, compliance with contractual obligations, and alignment with organizational goals. 
• Collaborates with vendors partners to optimize processes and deliver cost efficiencies.
• Maintains quality service by responding to both planned and unplanned events effectively.
• Produces results that have a direct, positive impact on the Company.

Required Qualifications

• 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 p