Head of CRM & Customer Experience Platforms

JEA; Jacksonville (FL); On-site; USD 109,000 - 181,000; Full time

Job summary

JEA seeks a senior leader to manage the Customer Engagement and Interaction portfolio, overseeing lifecycle, security, and reliability of customer-facing digital and IVR channels, as well as related interfaces with billing, payments, and field operations.

The role requires 5+ years in enterprise application analysis and at least 2 years in a leadership capacity, with a bachelor's degree in IT or related field. This position drives roadmaps, governance, and strategic investments.

Qualifications

• A bachelor's degree in information technology, computer science, information systems, or a related field.
• Five years of progressively responsible experience in enterprise application analysis, design, implementation, integration, support, or lifecycle management, including two years in a leadership or supervisory capacity.
• Or an equivalent nine year combination of education, experience and/or training.
• A valid driver's license is required prior to appointment and must be maintained during employment in this classification.

Responsibilities

• Directs daily operations, support, maintenance, enhancement, and lifecycle management for the assigned application portfolio, ensuring reliable, secure, and effective service delivery.
• Establishes service performance expectations and monitors portfolio health, availability, capacity, and operational performance.
• Plans, organizes, trains, coaches, directs, and evaluates the performance of assigned staff, establishing performance requirements and personal development targets aligned with the JEA Scorecard and Strategic Initiatives, monitoring performance, and providing direction for performance improvement and development.
• Partners with Customer Experience leadership, product owners, business process owners, and technical stakeholders to assess needs, define requirements, prioritize demand, and align application services with business objectives.
• Translates business needs into application requirements, delivery priorities, and actionable work.
• Establishes and administers Agile work intake, backlog prioritization, assignment, testing, release, and deployment practices, including coordination of ceremonies, dependencies, and resource capacity.
• Oversees incident and problem management, root-cause analysis, service restoration, vendor escalation, and corrective action for major or recurring issues; provides management escalation outside normal business hours for critical outages, storm events, security issues, and planned releases.
• Coordinates timely service restoration and escalation during critical incidents.
• Plans and coordinates application upgrades, releases, patches, vulnerability remediation, configuration changes, testing, deployment, rollback, and operational readiness in accordance with change-management and security requirements.
• Governs application integrations and interfaces across cloud and on-premises environments, including APIs, middleware, data exchanges, batch processes, and dependencies with internal and third-party platforms.
• Manages assigned vendors, managed service agreements, software licensing, service levels, budgets, forecasts, invoice approvals, renewals, contract negotiations, performance reviews, issue escalation, and contract deliverables in coordination with Procurement, Finance, and Legal.
• Maintains application access controls, approval processes, periodic reviews, segregation-of-duties requirements, audit evidence, system documentation, operating procedures, and knowledge-management materials.
• Supports internal and external audits and coordinates responses to application-related findings.
• Develops and maintains application roadmaps, lifecycle plans, modernization and cloud strategies, continuity and recovery capabilities, risk assessments, and recommendations for technology investment, consolidation, or retirement.
• Establishes service measures, support standards, and continuous-improvement practices that improve reliability, security, customer experience, team effectiveness, and the value of technology investments.
• Coordinates application capacity, availability, performance, and resilience planning.
• Ensures application documentation and knowledge are maintained throughout the application lifecycle.
• Coordinates cross-functional resources to resolve application, integration, data, and business-process issues.
• Communicates portfolio status, risks, financial performance, operational issues, and strategic recommendations to management.
• Ensures application services comply with applicable JEA policies, standards, regulatory requirements, and security controls.
• Identifies opportunities to improve customer and employee experience through application capabilities, process improvements, and technology enhancements.
• Supports strategic planning, business cases, procurement activities, and technology investment decisions for the assigned portfolio.
• Develops, manages, and administers budgets for assigned area.
• Provides leadership and example in meeting JEA's safety and wellness goals.
• Performs other job-related duties as assigned.

Skills

Leadership

Vendor management

Budget management

Change management

Stakeholder collaboration

Education

Bachelor's degree in information technology, computer science, information systems, or related field

Job description

JEA seeks a senior leader to manage the Customer Engagement and Interaction portfolio, overseeing lifecycle, security, and reliability of customer-facing digital and IVR channels, as well as related interfaces with billing, payments, and field operations.

The role requires 5+ years in enterprise application analysis and at least 2 years in a leadership capacity, with a bachelor's degree in IT or related field. This position drives roadmaps, governance, and strategic investments.