IT Director Customer Experience & Technology

Business analysis, Collaboration, Vendor development, Vendor relationships, Stakeholder management, Customer Relationship Management ( CRM, Excellent written, Customer Relationship, SAP, Relationship Management, critical thinking, analytical skills, Salesforce, Hana, MS Dynamics, MS Office, Planning, Relationship, supplier, system integration, thought leadership, problem solving, customer interaction, digital transformation, customer, facilitation, vendor selection, business processes, Enterprise Resource Planning, ERP
Full Time
Depends on Experience
Work from home available Travel required to 25%.

Job Description

At Wimmer Solutions, we believe care creates community. We work smart; we have built a reputation for results-oriented, innovative, business and technology solutions that help companies execute on their strategic initiatives. We have fun; we love our work. We are positive, kind, and hungry to learn. We give big; we aim to make a real impact on the causes that affect the communities we serve and build strong relationships with the dedicated volunteers and nonprofit organizations working to address them.

We are all about people and community. Since 2002, we have offered technology staffing and managed services for the greater Seattle area and throughout the United States. We focus on getting to know our clients and candidates to create lasting partnerships and ensure success.

Our client is looking for a Director of IT to continue transforming the timber and wood product industry. They are not just in the cloud; they’re implementing technology that will keep them at the forefront of innovation in the forest products industry.


Location: Hybrid role - prefers Seattle area but flexible in considering candidates that are based in states with company operations Direct hire role - Open to signing bonus, relocation, and other perks

Description:

  • Client locations: Alabama, Arkansas, Arizona, California, Colorado, Florida, Georgia, Idaho, Louisiana, Maine, Michigan, Mississippi, Montana, North Carolina, Oklahoma, Oregon, Pennsylvania, South Carolina, Texas, Utah, Virginia, Washington, and West Virginia

  • The team run SAP utilizing ECC, BW, and Business Objects for our core financials and supply chain business processes. They have several multi-terabyte Hana instances that we recently migrated to SAP Hana Enterprise Cloud (HEC). Now we are on a journey to move SAP ECC to S4 Hana.

  • The team is modernizing the Customer Experience with Sales, Service, Marketing automation and omni channel self-service portal, designing and building the customer 360 view with dashboards and insights from digital technology. They went through a full vendor selection for a new Sales and Marketing system and selected a combination of Dynamics and SAP.

  • Using disruptive and cutting-edge technology like AI/ML to run pricing optimization experiments and improve our CSAT, NPS and perfect order metrics.

What you need to do…

  • Responsible for leading the discovery, experimentation, and commercialization of digital and disruptive technology opportunities across all Wood Product Customer sales, services, and marketing capabilities.

  • Partner with Business, IT and Leadership teams to create and transform to a highly connected, adaptive, and smart customer experience that creates customer delight at every touchpoint of customer interaction.

  • Build an intelligent, personalized, and adaptive customer experience with latest technology enablers to differentiate the client from its competitors, improve ease of doing business and make us the supplier of choice.

  • Identify opportunities to build stronger foundational technology capabilities, reducing complexity, employing digital transformation concepts, and leveraging disruptive technology across all Wood Products Sales and Marketing capabilities.

  • Creates a vision of the connected customer with an unparalleled customer experience through extensive knowledge of the system, business needs, and future trends of the solutions in industry.

  • Maintain and communicate the discovery, experimentation, and commercialization phases of the Innovation Portfolio and Pipeline – Customer experience.

  • Develop the key steps and milestones in the journey to transition from strategy to execution and align business capabilities with the outcomes that deliver business value to end customers.

  • Synthesize the customer 360 view with processes, people, knowledge, products, technology, data, and access channels to enable digital transformation. Integrating digital strategy, design, user experience, and solutions/technology ecosystems to enable a business-led change initiative.

  • Anticipate mega trends, emerging capabilities, and new customer experience, sales and marketing technologies to develop thought leadership and recommendations on strategic product, technical, functional or operations improvements to meet the needs of the future.

  • Work closely and collaboratively with enterprise, data, security, support and solutions/technical architects and leaders to ensure seamless digital delivery.

  • Able to conceptualize operational, financial, legal, risk and compliance constraints and partner with the business partners on feasibility of implementing solutions.

  • Monitor and report tactical and strategic metrics that provide visibility on progress and governance.

  • Develop, implement, and continuously improve the structure and processes, related to Digital Customer experience chain best practices and sales & marketing transformation ensuring a clear path forward.

  • Develop a continuous business platform that aids in the identification, innovation, experimentation, and scale of new ideas, technologies and solutions that address business and customer critical challenges.

What you need to be successful…

  • Bachelor's degree in a Computer Science, Engineering, Business, or a related discipline/equivalent). MBA or related advanced degree preferred.

  • 10+ years progressive IT experience including experience with Salesforce, MS Dynamics, or CRM experience in Manufacturing company. Wood Products domain experience is a plus.

  • 2-3 years’ experience as an IT director; customer experience preferred.

  • 10+ years of experience leading strategic IT customer experience projects.

  • 10+ years of experience working on IT projects or programs requiring the integration of cross-functional technology and/or shared service.

  • Strategically identify opportunities, formulate supporting business cases, and gain support from stakeholders.

  • Demonstrated capability leading large system integration partners to deliver business outcomes.

  • A broad, enterprise-wide view of operations and gain alignment for strategy, processes, and capabilities, enabling technologies, and governance.

  • Product Management skills a plus.

  • Experience designing and configurating technical solutions in support of Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), Portal and other systems.

  • Experience in formulating written reports and technical evaluations, functional specifications, technical documents, proposals, and other assignments.

  • Ability to operate at a strategic level as well as dive into initiative and process details.

  • Ability to effectively communicate with and influence all levels of management in a technical and business capacity.

  • Ability to influence internal and external key stakeholders and build consensus across impacted areas.

  • Proven success delivering projects in Agile, Waterfall or SDLC environments.

  • Demonstrated proficiency in MS Office Suites of products, (Visio, Teams, OneNote, Excel, PowerPoint, Outlook, etc.).

  • High ability to drive strategic vision.

  • Excellent analytical skills, problem solving and critical thinking skills.

  • Strong facilitation skills and ability to communicate effectively with the business to identify needs and evaluate alternative solutions as required.

  • Excellent written and verbal communication skills.

Dice Id : 10113027
Position Id : 20022
Originally Posted : 7 months ago
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