IT Manager, Customer Experience & Digital Solutions

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

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.