IT Manager, Contact Center Services (NJUS)

The Manager, Contact Center Services is responsible for leading a team of Supervisors, Engineers, and technicians to ensure high quality project implementation, administration, documentation, and maintenance of the Contact Center and Telephony Platforms at NetJets. The Manager, Contact Center Services, is responsible for end to end delivery ofhardware/software lifecycle, maintenance, stability, and services support. This includes the overall health of the contact center and telephony services in the NetJets environment to include ISP/telecom services, vendor supplier professional services, and internal team project and support functions. Additionally, this role should drive continuous innovation and facilitate conversations with architects to design and implement best in class technology solutions. This role also oversees Executive Support for communication needs.This position must be active in partnering with architecture for researching and proposing industry best practices with respect to stability and security of our environment. This includes working with peers and leadership to drive decisions.They will also a key partner with the Cyber Security team to ensure the Contact Center Engineering team and End User Technology teams are following Cyber Security policies and direction as well as ensuring the Cyber Security team is aware of progress of work and identified risks. This includes implementing plans of action to mitigate discovered risks and use automation where appropriate. This management role is also responsible for preparing activity and progress reports regarding the activities of the platforms and processes they support.As a people manager, the Manager, Contact Center Services reviews and evaluates work and prepares performance reports, confers with, and advises team members on administrative policies and procedures, technical problems, priorities, methods, and plays a significant role in maturing information technology best practices.

• 60: Project oversight and guidance to large-scale, complex solutions often involving multiple internal and external team members. Ensures end results are of the highest quality with a clearly articulated scope and quantifiable business benefit and ensure commitments are achieved within agreed on time, cost, and scope. Provide thought leadership and project coordination through assignments of work to appropriate team members based on skill and ability. Manage a team of technical resources.Optimize team with a blend of internal FTEs and external consultants to ensure projects are adequately staffed.Ensure knowledge transfer and training for the team.Responsible for ensuring the team delivers on projects with clear expectations for both business stakeholders and technical team members. Partner with various IT teams and the business to ensure that the Contact Center Engineering team is providing solutions that enable or enhance end user capabilities.This includes researching new technologies (hardware / software / SaaS), ensuring those technologies meet the needs, is supportable, and develop a implementation/lifecycle plan.

• 30: Establish measurable individual and team goals, with direct reports, that align with organizational and personal growth goals. Evaluation of work performance and provide constant feedback on performance based on job description and goals, both individual and team. This includes quarterly meetings for documented goal review and annual performance assessments.

• 10: Develops, manages and optimizes the project budget, forecasts and expenditures related to Contact Center Services.Provides related tactical and long-range financial planning and analysis and ensures team adheres to time and metrics tracking.