Director, Project and Technology Development

Job Summary

The Director, Project and Technology Development is responsible for leading a team that manages a portfolio of projects and improvement efforts that span across CCBSS functions with a primary focus on CCC. These projects largely focus on driving improvements to our business by developing, enhancing, and fully leveraging our existing technology suite and, where applicable, pursuing new technology partners. This role is responsible for working collaboratively with various stakeholders to help guide the overall strategy and progress of these projects and prioritize work efforts, as well as effectively work with their team to manage the details and effectiveness of each project. Direct reports to this role are responsible for the configuration, day-to-day operations, support, user acceptance testing (UAT) and learning/deployment efforts of the CCBSS technologies.  A primary focus will be CCC technologies such as Genesys, Salesforce, and will also include CCBSS tools.

 

Job Summary

This role will be reporting to the Sr Director of Service Operations Support and have direct responsibility for driving employee engagement and development within their team. Other responsibilities will include collaborating with the business to build business cases, working with CCBSS’s IT team to ensure alignment across our technology landscape, and various other duties in support of the CCBSS’s strategy along with the bottlers we support. Critical success factors for this role include:

• Collaboration and Influencing: Working with and listening to various stakeholders, including all the CCBSS/CCC organization, vendors/suppliers, CONA, bottlers, and direct team members to effectively understand each groups goal/objectives, pain-points, strategy, and business plans. Then work cross-functionally to plan, prioritize, and execute improvement projects that drive our business forward and allow us to achieve our partners’ strategic priorities.
• Technology Strategy: Ability to quickly learn new technology components and/or partners and how they impact our current and future processes. Assist in the development of both short and long-term plans that allow us to capture the most value from our technological suite for our current service offerings and to identify where it may lead to new value-added service offerings. Leverage the knowledge of these technology platforms and information gained from collaborating with stakeholders to provide guidance to the team on how to best utilize, configure, and integrate our technology to achieve our desired business results.  
• Process Management: Working with their team, develop and maintain strong processes that allow for the effective completion of the team’s various responsibilities including, but not limited to: end-to-end configuration, development, and support of our Genesys platform, support of the CONA agile development process (ideation, requirements, UAT, development, and change management/training), and developing and maintaining accurate and up to date learning materials and knowledge articles for both employees and customers. Lead discussions and provide input on how technology can enhance process efficiencies, effectiveness, or otherwise assist in achieving business goals.
• Leadership: CCBSS and the CCC work hard to build and maintain a culture that creates highly engaged employees that thrive on being successful while also having a great working environment. This role will help craft and lead engagement efforts for their team and the CCC overall, inclusive of strong people routines with their direct reports that provide them with the support, feedback, and development that allow them to grow within their respective roles. The roles reporting to this position support a wide variety of technology related projects, initiatives, and improvement efforts. This role is not only responsible for providing strategic guidance to their team related to these efforts but working cross-functionally to remove obstacles and prioritize many competing priorities.

Duties and Responsibilities

• Lead team members effectively, including timely support of projects and consistent, effective routines including, but not limited to team meetings, one-on-ones, performance reviews, and project meetings.
• Develop strong team culture that continually develops the team and results in a highly engaged workforce that can execute their responsibilities with speed and excellence.
• Provide both direct input and team support where needed to ensure continuous improvement of support-related processes, inclusive of identifying and helping drive resolution to high priority incidents and change