IT Manager - Customer Experience

Pregis; Chicago (IL); On-site; USD 150,000 - 180,000; Full time

Job summary

Pregis is seeking an IT Manager of Customer Experience to partner with Marketing, Sales and IT, delivering digital capabilities that enhance customer engagement and drive business growth. You translate requirements into roadmap and oversee project delivery, vendor coordination and application lifecycle management.

Reporting to the VP and CIO, you’ll ensure CRM, CPQ, CMS, mobile apps, and data/analytics tools deliver measurable value while guiding adoption and governance across a global business.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 7–10 years in information technology, applications or digital solutions.
• 3–5 years leading projects, workstreams or vendors.
• Experience with SAP S/4HANA, Sales Cloud, FSAM, CPQ, and Commerce Cloud.
• PM capabilities across multiple stakeholder groups.
• Experience with requirements gathering, mapping, testing, and post-launch support.
• Strong written and verbal communication skills for technical and nontechnical audiences.
• Analytical, organized, and able to handle competing priorities.
• Judgment and integrity with influence beyond authority.
• Experience supporting standardized/global business processes.
• Experience driving technology-enabled business changes and user adoption.
• Business acumen in manufacturing/commercial environments preferred.
• Vendor/contract/budget management experience preferred.
• Willingness to travel occasionally and work outside hours when needed.

Responsibilities

• Partner with Marketing, Sales, process owners and IT to define priorities and outcomes.
• Translate business needs into requirements, options, plans and actionable work.
• Plan and manage projects: scope, schedule, budget, resources, risks and testing.
• Coordinate delivery and support of CRM, CPQ, CMS, mobile, data/analytics, and other apps.
• Lead requirements gathering, process analysis, solution design, testing and acceptance.
• Monitor performance, incidents, vendor commitments and risks; escalate as needed.
• Recommend improvements to applications, procedures, and digital delivery practices.
• Support change management, communications, training and adoption activities.
• Manage vendors/contractors: quality, deliverables, costs and adherence to standards.
• Develop relationships and provide status reporting to stakeholders.
• Coach team members and promote accountability and collaboration.
• Support governance, security, data privacy and architecture throughout lifecycle.

Skills

Project management

Requirements gathering

Communication

Vendor management

Leadership

Analytics

Process mapping

Education

Bachelor's degree or equivalent

Tools

SAP S/4HANA

Sales Cloud

FSAM

CPQ

Commerce Cloud

CMS

Job description

We're Not Just in the Packaging Business–We're in the \"Wow\" Business

Pregis is Hiring!

Why Join Pregis?

Pregis is in the packaging business to protect what matters. We are committed to providing our customers and employees sustainable growth through purpose-driven innovation and customer-centric packaging solutions. If you are looking for a company that is thriving across various high growth industries and is innovative, customer focused, high integrity, believes in strong teamwork and collaboration, Pregis is the company for you. Check out the Pregis Purpose to learn how sustainability and social responsibility is at the very core of our company DNA.

Summary Statement

The IT Manager of Customer Experience partners with Marketing, Sales, and IT stakeholders to deliver and continuously improve digital capabilities that support customer engagement, commercial effectiveness, and business growth. The role translates business requirements and roadmap priorities into well-managed projects and reliable application solutions. Responsibilities include project delivery, requirements management, application lifecycle support, vendor coordination, budget tracking, and oversight of internal and external resources as assigned. The IT Manager helps ensure that CRM, CPQ, FSAM, mobile applications, data and analytics tools, and related sales and marketing technologies are adopted, supported, and delivering measurable business value. This role serves as a trusted technology partner and reports to the Vice President and CIO.

Representative Duties

• Partner with Marketing, Sales, business process owners, and IT teams to clarify priorities, define measurable outcomes, and support the customer experience technology roadmap.
• Translate business needs into clear requirements, solution options, delivery plans, and actionable work for internal teams and external partners.
• Plan and manage assigned projects, including scope, schedule, budget, resources, risks, dependencies, testing, communication, and implementation readiness.
• Coordinate the day-to-day delivery and support of CRM, CPQ, CMS, mobile, data and analytics, and other applications supporting marketing and sales functions.
• Lead requirements gathering, process analysis, solution design coordination, testing, and business acceptance activities.
• Monitor application performance, service levels, incidents, enhancement requests, technical debt, and vendor commitments; escalat material risks and issues appropriately.
• Recommend and implement improvements to applications, operating procedures, controls, documentation, and digital delivery practices.
• Support change management, communications, training, and adoption activities to help business teams realize expected value from new capabilities.
• Manage assigned vendors and contractors, including work quality, deliverables, costs, and adherence to company standards.
• Develop effective working relationships across the business and provide clear status reporting, decision support, and issue resolution to stakeholders.
• Coach and coordinate team members or project resources as assigned, promoting accountability, collaboration, and continuous improvement.
• Support governance, security, data privacy, architecture, and compliance requirements throughout the solution lifecycle.

Requirements And Experience

• Bachelor's degree in business, engineering, computer science, information systems, or a related field; equivalent relevant experience may be considered.
• 7 to 10 years of progressive experience in information technology, business applications, digital solutions, or a related discipline.
• 3 to 5 years of experience leading projects, workstreams, vendors, or technical and functional resources.
• Practical experience with enterprise platforms such as SAP (S/4HANA, Sales Cloud, FSAM, CPQ, and Commerce Cloud0, content management, mobile applications, integration technologies, and data and analytics tools.
• Demonstrated project management capabilities, including delivery across multiple business and technology stakeholder groups.
• Experience with requirements gathering, process mapping, solution evaluation, testing, implementation, and post-launch support.
• Strong written and verbal communication skills, with the ability to explain technology concepts to technical and nontechnical audiences.
• Strong analytical, organizational, and critical thinking skills, with the ability to manage competing priorities and meet commitments in a dynamic environment.
• Sound professional judgment, personal integrity, and the ability to influence decisions without relying solely on formal authority.
• Experience supporting adoption of standardized or global business processes and systems.
• Experience contributing to technology-enabled business changes, including communications, training, and user adoption.
• Business acumen in manufacturing, commercial, customer service, or operations environments is preferred.
• Experience managing software vendors, service providers, contracts, or project budgets is preferred.
• Ability to travel occasionally as business needs require.
• Availability outside normal business hours may be required for critical implementations, incidents, or project deadlines.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of Pregis’ total compensation package. The base pay range for this role is estimated to be $150,000 to $180,000, depending on experience and skills.

Compensation details listed in US job postings reflect base salary only and do not include benefits. Learn more about Benefits at Pregis.

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Diversity and Inclusion

We believe in diversity of thought and bringing together other traits and characteristics that make an individual bring a unique experience to Pregis. We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome.

Affirmative Action/EEO Statement/Inclusion

We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis’ culture and achievements.

Visit us at www.pregis.com for more information about Pregis LLC.