IT Customer Experience Manager

Engineering a world of possibilities

The Manager of IT Customer Experience will lead the team in creating and optimizing the technology user experience for Mines students, faculty, and staff. This manager is responsible for leading, overseeing, and contributing to the end-user experience by collaborating and providing functional support on all non-HR/finance systems that support other parts of the organization. This includes our teaching and learning systems, communication systems, content systems, and systems to support our data warehouse and customer relationship management (CRM) efforts.

This position will lead the partnership with various IT technical teams and the Academic, Administrative, Research, Online, and Student Life departments to ensure the strategic vision and goals are achieved. They analyze and optimize the user experience as it relates to customer use and interactions with technology products, services, and solutions. They contribute to the long-term vision and set the standards within the department to ensure all offered technology solutions meet the Mines community's needs. This position will also manage technology training and accessibility needs and compliance.

As part of the Service Delivery team, the position requires a focus on customer needs, a data-driven approach, and awareness of best practices for user experience and customer support. The ideal candidate is a problem-solving, customer-centric leader with a strong background in leading high-functioning teams. If you enjoy working with diverse groups of employees and stakeholders and enjoy implementing creative solutions to complex problems, apply today!

This is a hybrid work environment in which the incumbent may work on campus at least two days per week and may work remotely the other three days, in accordance with Mines Flexible Workplace policy.

Customer Success Leadership

• Lead a team focused on the effective functional identification and usage of IT solutions across campus.
• Lead support efforts for all campus users in areas of technology integration, training, and accessibility to facilitate and promote inclusive technology-rich teaching and learning.
• Collaborate with IT leadership and staff in the strategic adoption, deployment, support and review processes of technologies, systems, services, and other initiatives that may have impact on the teaching and learning process.
• Develop, manage, and implement operational plans and processes related to support, up-time and data recovery and other critical metrics.
• Provide user experience solution advice and planning at all levels.
• Collaborate with IT stakeholders on the adoption of IT solutions that require additional enterprise considerations (infrastructure, security, identity management, etc.).
• Manage issues and risks from an end-user perspective through all phases of support.
• Champion ongoing improvements and user satisfaction by considering customer feedback, metrics, usability findings, and industry trends.
• Coordinate operations with the broader IT organization, Trefny Center, academic and non- academic departments.
• Provide operational and end-user support during high demand cycles.

Supervision, Personnel Management, and Staff Development

• Supervise, coach, and lead a team of professionals to achieve the institution and department goals.
• Attract, retain, and develop top talent focused on crafting intuitive, quality products, services, and solutions through collaboration with end users.
• Mentor, develop and acquire talent to create a team of IT educational technology professionals who can lead complex initiatives and partner with key academic stakeholders to improve overall quality and operations of our offerings.
• Stakeholder Relationships Management (15%) Essential
• Partner with key stakeholders to define and prioritize requirements.
• Work with teams and external partners to ensure high level planning and design documents are in line with the student experience, vision, policies, and guidelines.
• Continuously increase knowledge in technology by serving as an expert on functional capabilities, staying informed on product capabilities and trends, and interacting with the academic and business communities to ensure strategic needs are met.
• Maintain and foster new campus and community partnerships.
• Maintain and nurture customer relationships.

Strategic Leadership and Vision

• Assist in overall strategic IT planning and ensure proper coordination and alignment with customer strategic initiatives.
• Understand the strategic initiatives of the university and IT, set transformative department goals to develop and implement ways to support the university and IT strategic initiatives.
• Maintain a working knowledge of industry best pr