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Product Delivery Manager- Contact Center Technology

Company: EDWARD JONES
Location: Belleville
Posted on: November 19, 2022

Job Description:

At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 15,000+ branch offices where our more than 7 million clients live and work.

In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.What you'll do ...
As a Product Delivery Manager, you will lead change to implement, and support Corporate tools and application modules using a combination of technologies on-premises and in the Cloud. In this role, you will work closely with team members, leaders, and product owners to execute product delivery as well as continual strategy setting and evaluation of delivery team structure in alignment with firm needs and direction.
Demonstrated ability to build strong partnerships and relationships with internal Business partners and adjacent Technology organizations including Quality Assurance, User Experience, Program Management Office and Enterprise Architecture Removing obstacles and coordinating resources to continually increase team throughput, predictability, and quality Reducing cycle times and improving usability scores by driving improvement of all things related to the SDLC for teams in their remit Working with Tech shared services teams to remove impediments and obstacles for improvement of product delivery and cycle time Setting of product team success measures to deliver the right value to our clients Contribution and maintenance of a product technology roadmap and backlog and the application of architectural standards in the team's deliverables Develop and execute on-going improvements for processes related to the team (e.g., incident management escalations) Deep understanding of the product team's systems, processes, priorities, and technologies while representing these aspects to all levels of Technology leadership Guide teams to do their work in a way that minimizes key-person dependencies and knowledge silos Representation to ensure firm and division processes are followed and risk is reduced by the product team (e.g., compliance change management, information security, etc.) Ability to hold teams accountable for setting and achieving Service Level Objectives In the people leadership portion of this role, this leader will be responsible for: Coaching and mentoring of each team member through observation and timely feedback Identification of key team positions and develop ready-now successors Develop and execute on-going improvements for processes related to the team (e.g., resource management and support processes). Establish and maintain effective communications and relationships across teams, departments, vendors, and other divisions Must be able to establish and maintain effective relationships with vendors while aligning to the firm's objectivesWhat you'll need...Lead, plan, and direct the activities of a team of associates responsible for telephony projects, partner with project leaders, voice system/contact center design, call routing, and telephony application development, and advanced system support. Knowledge of current state-of-the-art and emerging technology trends, vendors and products around call routing, application development, advanced contact center applications, and telecommunications Operational knowledge of contact center applications, experience with contact center suite of applications, industry knowledge, best practices, and related technologies. Experience with cloud applications, on premise. Operational efficiencies and high availability Ability to effectively communicate innovative ideas, and contribute to technology roadmap Detailed understanding of project management methodologies, system development lifecycle, infrastructure best practices and risk management concepts Knowledge of business system interactions, infrastructure dependencies, etc. Systems development methodology experience and processes within information systems, change management, QA, etc. Experience in financial services industry is preferred Excellent ability to lead, mentor, train and develop leaders and technical associates Excellent relationship-management skills with all organizational levels Excellent communication, organizational, time and project management skills Excellent relationship-management skills with all organizational levels Excellent problem solving and decision-making skills Strong ability to learn and apply new/emerging technologies Positive persona, look to the opportunities and overcoming obstacles with a positive outlook Qualifications Required in the job: Five or more years of experience directly related to information systems Bachelor's Degree Computer Science, Computer Information Systems, Management Information Systems, etc. preferred or equivalent experience Three or more years of experience in a leadership capacity developing/mentoring associate, lead analysts, project leaders, etc. is preferred

  • 100 Best Workplaces for Millennials in 2022, published Fortune July 2022, Great Places to Work - data as of March 2022. Compensation provided for using, not obtaining, the rating.
    • Edward Jones was recognized as one of the Best Workplaces for Millennials by Great Places to Work - and Fortune - magazine. The privately held firm ranked No. 2 overall, in its fourth appearance on the list.2022 Fortune Best Workplaces for Women, published September 2022, research by Great Places to Work -, data as of August 2021. Compensation provided for using, not obtaining, the rating.
      Edward Jones has been named to the 2022 Best Workplaces for Women list by Great Places to Work - and Fortune - magazine, ranking No. 45.2022 Fortune's 100 Best Companies to Work For, published April 2022, research by Great Place to Work -, data as of August 2021. Compensation provided for using, not obtaining, the rating.
      For the 23rd time, Edward Jones has earned a spot on the Fortune 100 Best Companies to Work For - ranking by Great Places to Work - and Fortune - magazine. Edward Jones ranked No. 35 on the prestigious 2022 list.2022 Best Places to Work For LGBTQ+ Equality, Great Place to Work - in partnership with Human Rights Campaign Foundation, published Equity Magazine January 2022, data as of July 2021. Compensation provided for using, not obtaining, the rating.
      Edward Jones scored 100 percent on the Human Rights Campaign Foundation's 2022 Corporate Equality Index (CEI) the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality. The ranking designated Jones as one of the best places to work for LGBTQ+Equality.Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:
      Salary: $106916 - $182047
      Category: Headquarters

Keywords: EDWARD JONES, Belleville , Product Delivery Manager- Contact Center Technology, Executive , Belleville, Illinois

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