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Form of workJob Description
We are looking for a leader to guide the day-to-day operation of our applications. This role owns the managed services, quality and technical support functions for the tools, while partnering with their peers to bring new capabilities to market. The role is responsible for ensuring that customers can perform all expected functions (such as design, price, transact check status). It is the primary interface between the Shelter Solutions business and the technical (IT) teams, managing day-to-day activities of software development operations, managing ongoing execution and change management.
Collaborating with our partners in estimating, engineering, customer service, marketing, sales, and information technology, you will take complex business requirements and transform them into intuitive customer solutions. You will use your skills to direct how products/features get implemented and, most importantly, ensure consistent delivery, operational performance, and adoption of these solutions.
You will partner cross-functionally to ensure our customer technology meets overall organization goals. At the same time, you will stay abreast of internal developments throughout the organization’s business processes and technology architecture to avoid changes which would negatively impact our customers, instead driving the business to increase operational efficiency and online customer satisfaction.
The role requires a driven, strategic, and tactical mindset; a highly motivated and accountable leader to deliver outstanding services that achieve enterprise KPIs, including new capabilities and solutions. You excel at building relationships with internal stakeholders whose input and buy-in you need to accomplish your objectives. Finally, you’re highly data-driven and analytical, and you always have the facts to back up your recommendations.
DUTIES AND RESPONSIBILITIES
- Oversees day-to-day operations of Shelter Solutions customer-facing portals and e-commerce websites, ensuring customers can create perform all expected tasks (design, quote, price, order, check order status, etc.)
- Lead team of e-commerce operations and QA/QC experts
- Maintain a high level of customer satisfaction by ensuring prompt resolution of order-related issues while working with the team to address the backlog of tickets, prioritizing, planning and coordinating maintenance releases coordinating with other environments (i.e., ERP, CRM) to avoid conflicts.
- Monitor key performance indicators to ensure systems are operating properly while supporting sales and customer retention goals.
- Partner with the product owners and business groups (customer service, sales, credit, pricing, marketing, legal, tax) to define detailed requirements and translate into technical requirements for developers.
- Lead project sprint planning efforts with your team and others as needed to set clear and realistic timelines for your work.
- Reviews third party development estimates for accuracy, providing clarifications as needed
- Manages workload of third party resources balancing estimates against priority and budget
- Overseeing requirements implementation in design, configuration, and software development
- Coordinates efforts across internal and 3rd party resources to complete work on time and in scope
- Collaborate with IT teams to ensure integrations with backend systems function properly while ensuring data quality and security
- Partners with customer technical support team to identify and resolve issues promptly while keeping them team informed of new features / changes to systems they support
- Owns the quality management (QA/QC) and testing process to ensure product designs and functionality are implemented to specifications
- Communicates release schedule, ensuring internal users and customers are aware of changes
- Reviews all new project requirements to understand operations support needs and ensure support plans are in place for operations, customer support and testing
- Provides ongoing training and support for team members
- Bachelor's degree in business, supply chain, computer science or related field, or equivalent work experience
- 3-5 years’ experience in web development, e-commerce, business analysis, engineering or project management
- Expert in project management (Waterfall, Agile, Scrum) tools and methodologies in software development (Jira, Bitbucket, Confluence)
- Proficient with data analysis and related tools (Power BI, Python, Excel, SQL)
- Strong communications skills in both written and verbal domains
- Strong analytical thinking and strategic planning skills with demonstrated ability of turning data insights into product improvements and new experiences
- Ability to simplify complex ideas so they can be effectively communicated cross-functionally
- Capable of establishing and fostering partnerships with stakeholders in a highly cross-functional, matrixed organization
- Demonstrated ability to deliver results against goals while managing multiple products, and shifting priorities through effective planning, prioritization, delegation and coordination across teams and vendors
- Ability to build strong and sustainable working relationships with your team and across the org
- Knowledge of common web development languages (HTML, Java, Javascript, ASP.NET) and software development methodologies
- Comfortable working in a fast-paced environment and remaining detail-oriented while not losing sight of big picture goals
- Agile / project management certifications a plus
- Experienced with cloud-based solution architecture and operations (Azure, AWS, Google) preferred
- Experience with industry leading ERP platforms (Oracle, SAP) preferred
- Knowledge of the construction industry a plus
Additional Information
This position has a virtual-first hybrid work arrangement with a preferred location in Houston, TX with a minimum of two days a week in the office or co-located with other team members.
Why work for Cornerstone Building Brands?
Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development. You can also join one of our Employee Resource Groups which help support our commitment to providing a diverse and inclusive work environment.
*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.
All your information will be kept confidential according to EEO guidelines.
