Product Delivery Manager- Contact Center Technology
Company: EDWARD JONES
Location: Belleville
Posted on: November 19, 2022
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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
Salary: $106916 - $182047
Category: Headquarters
Keywords: EDWARD JONES, Belleville , Product Delivery Manager- Contact Center Technology, Executive , Belleville, Illinois
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