Senior Director Customer Operations Tech Solutions

$130,000 - $180,000/Yr

OREGON EMPLOYMENT DEPARTMENT - Portland, OR

Full-time - Senior

Portland, OR

About the position

The Senior Director of Customer Operations Technology Solutions will lead the development and implementation of innovative technical solutions aimed at enhancing productivity and improving customer experience through self-service opportunities. This role involves strategic direction, governance of customer data, and collaboration with various stakeholders to optimize service delivery and technology solutions.

Responsibilities

• Manage and direct team responsible for developing and implementing business technology strategies and solutions.
• Ensure the Services organization is represented as it relates to corporate data structure and management.
• Drive proper governance of customer data.
• Ensure technology is in place to support a Knowledge Center Support methodology.
• Implement Knowledge Management methodology.
• Define requirements for and work with appropriate stakeholders to implement and maintain a best-in-class external Customer Portal.
• Drive improvements to implement a streamlined self-service experience.
• Define and implement a strategy to drive adoption of self-service capabilities available to Customers and Partners.
• Provide guidance on technology business solutions with a focus on driving value by optimizing productivity.
• Collaborate with the Leadership, business stakeholders, IT and vendors to examine solution options, prioritize and plan systems deployments.
• Foster continuous service delivery optimization and improvement through advanced solutions.
• Effectively prioritize and communicate all initiatives to relevant teams across the organization.
• Create an environment that supports customer self-service and automation of routine service requests.

Requirements

• Bachelor's Degree or equivalent experience in relevant field.
• Minimum 10 years of relevant experience.
• Knowledge of software development methodologies.
• Project Management and solution delivery experience.
• Experience in data analysis, management and governance.
• A problem-solver with demonstrated skills in bridging the gap between business needs and technology solutions.
• Strong business acumen.
• Adaptable, analytical, and innovative, with a strong focus on aligning business solutions with strategic objectives.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Vacation
• Sick leave
• Life insurance
• Retirement plans
• Flexible paid time off