About the role

Manager overseeing IT operations responsible for Customer Interaction at FirstEnergy. Ensuring alignment on technology initiatives and managing budgets, staff, and vendor performance.

Responsibilities

Manages, directs, and coordinates the IT operations responsible for the development, enhancement, integration, and support of technology for the Customer Organization.
Ensures operational, procedural, and regulatory requirements are met.
Acts as a primary communication point between IT and the Customer business portfolio leadership to ensure alignment on critical technology initiatives.
Manages the IT budget of the assigned area, including forecasting requirements and preparing an annual budget.
Communicates with other IT managers to coordinate staffing, project priority, infrastructure, and cyber security requirements.
Drives vendor performance to ensure operational excellence and compliance with contractual obligations.
Maintains quality service by effectively responding to both planned and unplanned events.

Bachelor’s degree in MIS, CIS, or Business-related field preferred. Management experience in lieu of degree will be considered.
Minimum 10 years relevant experience required. Relevant experience includes experience in an IT related field.
Minimum of 4 years supervising and mentoring a diverse team of people.
Role model of FirstEnergy’s core values and behaviors; unwavering integrity and trustworthiness.
Demonstrated ability to govern multiple projects and ensuring appropriate project management principles and methodologies are followed.
Ability to develop business cases and present at all levels of the organization.
Knowledge of IT processes, business processes, and technologies is required. Experience with ERP solutions such as SAP, Contact Center as a Service Solutions such as NICE CXone, website technologies, and associated secure integrations preferred.
Ability to establish expectations and provide clear direction to meet goals and objectives.
Ability to motivate and engage employees through effective communication.
Ability to supervise technical staff including assessing their work and providing constructive feedback for on-going development.
Ability to create development plans for employees to gain necessary knowledge, skills, and abilities to successfully perform their duties and advance their careers.
Strong interpersonal skills with a proven ability to bring diverse groups of people together to reach a common goal.
Strong knowledge of process improvement techniques.

Health insurance, prescription drug, dental, vision, and life insurance programs
401(k) savings plan with matching employer contribution
Company-sponsored pension plan
Skills development training with tuition reimbursement