Senior Director of Workforce MGMT Technology
Join a team with one shared mission - to make a difference, every person, every day. We are more than 100,000 team members strong, from all backgrounds and corners of the world, with the talent, experience and compassion that enables us to make an impact. For thousands of clients across the U.S. and in more than 20 global locations, ABM takes care of the people, spaces and places that matter most. We also take care of our team members ensuring our company is a great place to work, and our communities are safer, healthier, and more sustainable places to be. Every team member at ABM has the opportunity to make a difference. Every day. And we cultivate a culture where our team members feel seen, heard, and valued and can grow a career and a future with us.
ABM is currently seeking a highly motivated and well-experienced Sr. Director Client Journey and Workforce Management Technology. is a leadership role, required to supervise and oversee the strategy, planning and execution of the ABMs overall client journey and workforce management technology goals.
Role responsibilities include:
In collaboration with the VP will Directs & leads, design, configuration and maintenance of productivity and workforce management solutions systems used to improve user experience, productivity and collaboration.
Facilitates vendor relationships for all assigned applications within the portfolio which may include professional services agreements, managed services agreements, and software contracts.
Leads mobilization technology strategy for sites and clients globally, including all devices required for time & attendance, scheduling, task management, and communications.
Focus on delivering a best in industry, scalable and consistent client journey by driving pragmatic digital transformation across all client touchpoints.
Act as an industry disruptor by leading the company's digital transition through alignment of client journey platforms such as Salesforce, Marketing platforms, CMMS platforms (Corrigo, Maximo, etc), Client portals (including billing), and workforce management technology.
Lead and influence cross-functionally among IT, Operations, Workforce Management, Service, Sales and Marketing and/or external agencies to execute measurable results
Serve as strategic advisor to the executive team and lead the ongoing company-wide development of Salesforce Sales, Service and Marketing Cloud. Additional responsibilities for Web and digital teams, inclusive of customer and product data ownership
Lead the teams to train, educate and communicate to gain user acceptance and drive adoption across entire user base.
Our Competencies for All Team Members:
Strategic thinking and foresight: As the person in-charge of the overall client journey should be able to foresee market changes, dynamism in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving digital world.
Interpersonal, networking and influencing skills: Build great relationships internally with his own team and leaders of other teams, and understand the pulse of customers and external stakeholders such as vendors and channel partners, interpersonal and networking skills are essential.
Problem-solving and analytical skills: Should be adept at interpreting and leveraging data insights for constantly enhancing client journey. Ability to understand data analytics and extract useful or actionable information from it along with strong problem-solving skills is a power-packed combination for ensuring customer experience gaps do not occur or are resolved efficiently.
Ability to understand business objectives and align client journey/workforce management accordingly: As the person in-charge for the overall client journey strategy, needs to have a clear understanding of the companys business objectives so that he can strategize client journey and workforce management efforts such that it contributes to the achievement of the business goals.