Manager, Solutions Delivery - Service/CRM

Position Details

• Location : Dearborn, MI
• Department : Information Technology
• Reports to : Director, Solutions Delivery - Sales and Service
• Job Classification : Remote
• FLSA : Exempt
• Job Band : Manager

Summary

The Manager, Solutions Delivery - Service & CRM will play a pivotal role in driving the success of Carhartt’s technical products.

This individual will bridge the gap between our technical teams and business stakeholders, ensuring the delivery of exceptional solutions and products that meet market demands and stakeholder requirements.

Additionally, the Manager is responsible for keeping all associated applications maintained and running optimally.

We are All Leaders at Carhartt

In our words and by our actions, we strive to emulate the hardworking example set forth by our founder, Hamilton Carhartt.

We Lead Business by creating value, delivering on results, and making changes along the way. We Lead Self by being inclusive, recognizing that our differences make us stronger as we strive to build a better world, together, for all hardworking people.

We Lead Others by communicating and clearly defining the path as we walk bravely into the future. Working at Carhartt, we are all given a seat at the table and the honor of continuing the legacy.

Responsibilities

• Coach, mentor and develop a team of Analysts and Developers
• Develop and manage the department budget as well as reporting on qualitative and quantitative results
• In partnership with business partners, make decisions about which features to prioritize, considering factors like overarching business strategies, available budget, requirements, IT shared services’ goals and objectives, and the value each feature brings to the business
• Own the team's backlog, including coordinating tasks, breaking them down into manageable units, designing solutions, estimating the effort required, and managing the team's capacity effectively
• Develop the delivery plan for the team, involving setting clear timelines and milestones, tracking progress against the plan, and adjusting as necessary to keep the project on track
• Participate in quarterly planning and prioritization meetings as part of shaping the product roadmap for the upcoming quarters
• In collaboration with the IT Portfolio Lead and Technical Program Manager, communicate project status / updates to various levels of management both within IT and business teams
• Ensure that the work is ready for development, meets acceptance criteria, and is delivered within the established milestones of the product roadmap and IT standards
• Daily management of support incidents according to defined SLAs
• Partner with cross-functional teams to identify and eliminate obstacles that impede progress
• Collaborate with Technical Program Managers to ensure proper resource planning of cross-functional dependencies
• Conduct thorough analysis to assess the business implications of features, tools, or platforms, including reviewing process and feature mapping with respect to user personas, conducting gap analyses, and evaluating data flow to make informed decisions and improvements
• Analyze the performance of features to identify areas for enhancement

Education

• Bachelor's Degree Required in Computer Science or Related Field
• Equivalent work experience may be considered in lieu of degree

Required Skills and Experience

• Minimum of 8 years of related experience inclusive of :
• Minimum of 3 years leadership experience (leading projects and / or people)
• Minimum of 5 years' experience with Salesforce (Service and Marketing clouds) or equivalent with another CRM software product.
• Minimum of 3 years' experience working with customer service / contact center business teams.
• Experience with Microsoft Azure Dev Ops & Service Now preferred.
• Industry certifications preferred
• Strong technical acumen with a solid understanding of software development processes and methodologies.
• Understanding of customer needs, business process knowledge and business and technical strategy / vision
• Ability to write effective user stories with clear acceptance criteria focused on business value and small enough to be complete w / in an agile delivery framework
• Excellent communication and collaboration skills to work effectively with cross-functional teams
• Outstanding organizational skills with demonstrated ability to prioritize workload and attention to detail
• Strong working relationships with technical and business colleagues

Working Conditions

• Office Environment
• Ability to sit and / or stand for extended periods of time
• Remote location : Associate will have no regular requirement to be on-site. Travel on-site is limited to special events.
• Tobacco Free
• Travel (10%)

LI-Remote