Digital Experience Manager

Our client is the leading provider of comprehensive waste and environmental services in North America.  They are seeking talented Information Technology professionals to join the team who are motivated to help the company transform the way they design, build and use technology.  With your skills and experience, they look for you to combine your technical expertise with industry best practices in an effort to align information technology solutions with their business strategy.
 
As a Digital Experience Manager, you will define, build, launch and deliver an exceptional online experience that delights our customers using Agile/SCRUM methodologies.  These exceptional experiences will fuel organic growth, reduce defection and reduce cost-to-serve over time.  This position will lead the digital content and creative development for the e-commerce and digital self-service solutions for a segment of our business.  The approach will be influenced by customer journey maps and driven by the strategic business scope.   Our experience and results will be tested by our customers and measured by key performance indicators, the goal of which is to create delightful experiences for our customers and drive organic growth.
 
Duties and Responsibilities:
  • Deliver exceptional digital experiences for customers.
  • Take a customer-back approach to understanding benefits sought by customers (e.g., via customer journey mapping achieved via primary and secondary research), and translate this intimate understanding into digital journeys that delight our customers.  Collaborate with key stakeholders in the business (e.g., CE, Sales, Revenue Management, Operations and IT at Corporate and Area level) to design and execute these exceptional experiences.  This will also require partnering with digital experts outside the company for expertise – be it in research, user interface (UI) design and/or technical platform decisions.
  • Collaborate with stakeholders to recommend and implement changes to product, processes, or business practices to ensure a delighted customer digital experience.
  • Establish working groups with stakeholders to understand and document key product opportunities, requirements, and use cases.
  • Act as the voice of the customer internally, being an expert that can help with solutions and experience designs based on the customer’s needs, wants, pain-points and opportunities.
  • Represent the customer requirements by participating in backlog management/prioritization, sprint planning, daily stand-ups, and sprint review sessions.
  • Communicate program progress to stakeholders to obtain agreement and signoff.
  • Assist internal and external digital teams to estimate levels of effort and plan for product releases.
  • Prioritize product backlog items for the team, including requirements/user stories and defects, considering both stakeholder and customer needs.
  • Ensure product solution meets requirements and functions properly.
  • Drive and lead agile delivery, recognizing that speed-to-impact is critical, and achieve this through highly iterative digital iterations.
  • Learn from successes and failures, and quickly adapt the working model as appropriate.
 
Requirements:
A. Education and Experience
  • Required:  Bachelor’s Degree in Business Administration and 5 or more years of business and business program management experience or 9 years of relevant business experience.
  • Preferred:  Master’s Degree in Finance, Marketing or Business Administration and 10 or more years of customer-facing experience.

B. Knowledge, Skills or Abilities Required
  • Customer Know-How:  Strong understanding of the company’s diverse customer segments, or an ability to derive a fact-based perspective using primary and secondary research to gather insights into customers’ needs, wants and pain points.
  • Digital/Web Experience:  Track record of designing and deploying digital/web experiences is preferred, but not required.  The successful candidate will have access to internal and external digital expertise as appropriate and will need to draw on such expertise to be successful.
  • ‘Can do’ & ‘imagine if’ Mindset:  A proactive, can-do mindset that enables independent definition and pursuit of opportunity, combined with a creative ‘what if’ persona that pushes the candidate to think out-of-the-box and venture into unproven territory.
  • Collaboration:  Ability to partner with stakeholders in general management, CE, Sales, Pricing, Operations, Technology, Finance, Legal, HR and other functions for the success of the Company, focusing on the greater good of the Company, its employees and customers.
  • Communication:  Strong oral and written communication skills, with a proven ability to synthesize and tailor complex material into simple and easily-digestible content by experts and non-experts alike, including Corporate and Area stakeholders, and potentially the Board of Directors and investors.  The successful candidate will have a track record of proactively speaking up and constructive dissent, where a contrarian opinion is held.
  • Dispute Resolution:  Ability to combine all qualities above to resolve most day-to-day disputes independently and without more senior executive support.
  • Value-Added Innovation Track Record:  Established track record of identifying, developing and implementing novel solutions with clear impact.  This includes taking calculated risks and being prone to experimenting with new concepts.
  • Fact and Data-Driven Approach:  Track record of relying on facts and data to drive action, as opposed to over-relying on instinct, gut feel, experience, or opinion.  The successful candidate will have a track record of frequently using data, absent of sampling bias, to overcome confirmation bias thereby ensuring the right decision is ultimately made even where counter-intuitive.
  • Influencing:  Ability to build rapport, authentic and meaningful relationships, and comfortably influencing all levels of the organization, from the SLT to Corporate VPs and AVPs, to the front line (key to “selling” ideas and initiatives).
  • Credibility:  The successful candidate will be credible, or have the potential to create credibility quickly, with the current Corporate and Area management teams, and therefore deemed capable of driving impact.

 
About MOGEL LLC: 
Building upon more than ten thousand successful placements and decades of unparalleled success in the financial services and legal sectors, MOGEL represents the next generation of Strategic Professional Recruiting and Advisory Services. We've engineered a more efficient model. It's powered by the latest technology and tools but grounded in Best Practices and core values that are nothing less than Old School in the right ways for the right reasons. 
 
From Retained or Contingency Search, needs driven by Mergers and Acquisitions, a full range of Interim and Temporary solutions, and customized Candidate Representation and guidance, at MOGEL we're committed to doing it right and doing it better. At our core are relationships characterized by doing whatever it takes to ensure success and satisfaction. 
 
MOGEL is an Equal Opportunity Employer. MOGEL does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. 

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