Dir, Self

JOB SUMMARY
The Dir, Self-Service Platforms will play a crucial role in the evolution of the Self-Service Products and Platforms (SSPP) team as we evolve to a more multi-disciplinary, outcome-focused organization. Accountable for delivering software solutions within the broader SSPP organization, the Dir, Self-Service Platforms will, over time, seek to invest in their organization’s autonomy. Develop a high performing organization by creating and fostering an iterative and continuously-improving environment.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.

Responsible for product definition, creating clear stories for development and test teams to execute.

Lead research and analysis activities to improve product in the marketplace.

Establish and foster strong partnerships with delivery partners, business leaders, and executive leadership.

Deliver features and enhancements on schedule based on team-committed roadmap.

Lead team of direct and matrixed staff consisting of product owners, delivery managers, UX designers, data analysts.

Establishes metrics to measure and improve digital interactions, product quality and customer satisfaction.

Continuously improve team’s process to improve efficiency and engagement.

Actively and consistently supports all efforts to simplify and enhance the customer experience.

Identify new projects and priorities, constantly validating that the team is aligned and focused on delivering outcomes.

Develop an organization that supports outcome delivery.

Leverage centralized organizations and functions appropriately and where it brings increased efficiency to the team.

Align team to departmental defaults such as instrumentation, universal design, brand and experience consistency as well as advocate for deviations from defaults where beneficial to the team.

Develops processes for cross-functional skills development within team.

Manage high performing teams by leading, developing, training and providing effective coaching to attract and foster talent.

Uphold team operating rhythm to enable data-driven iterative improvement. Ensure that the team is changing and iterating as a cohesive, inclusive unit.

Develop and operationalize a communication plan that ensures alignment with internal and external teams.

Provides written guidance to the Strategy & Operations team for reporting, forecasting and budgeting cycles.

Create routine communications for executive consumption regarding roadmap delivery, platform/feature quality and team performance.

Develop and operationalize a communication plan that ensures alignment with internal and external teams.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Understanding of quality engineering and best practices
Expert on product and outcome. Seeks learning opportunities and is not above any of the details.
Understands where the customer and industry is going and how our products must adapt to meet those needs.
Delivers big meaningful changes across the organization through all possible means of persuasion.
Expert ability to analyze, interpret and present data
Expert ability to manage complex and diverse projects
Strong business, strategic and organizational acumen
Strong business acumen and sense of urgency to achieve business results
Strong problem resolution techniques, ability to find solutions
Strong presentation tool skills, including MS Excel and PowerPoint
Strong communication skills, verbal and written, for internal and external customers
Ability to balance conflicting resource demands and internal pressures with focus towards business priorities
Ability to communicate effectively orally and electronically
Ability to make decisions and solve problems while working under pressure
Ability to develop, communicate and implement strategies and tactics
Ability to manage and deliver against several initiatives simultaneously
Ability to supervise and motivate others
Ability to prioritize and organize effectively

Education
Bachelor's degree in Business, Design or Technical field such as engineering or computer science or relevant work experience.

Related Work Experience
8 years of Experience Leading Complex Projects
5-7 years of Team (Direct Staff) Leadership
2-5 years of Budget Management

WORKING CONDITIONS
Office environment
MPD737 312908 312908BR

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

The pay for this position has a salary range of $120,700.00 to $213,900.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.