Sr. Manager, Customer Experience Management (CXM)

RR Donnelley’s Business Communication Services division provides highly secure, personalized, targeted CXM solutions to help clients communicate effectively with their customers, employees, shareholders and prospects. We do so across a variety of channels – including physical and electronic media. Our growth is focused on expanding capabilities around mobile delivery channels.

Reporting directly to the Sr. Director, BCS, the Senior Manager, Customer Experience Management (CXM) Solutions Design & Development will be responsible for the development and execution of strategic initiatives, as well as the tactical deployment of solutions relating to RR Donnelley Canada’s Business Communication content management and delivery solutions.

This individual will be responsible for leading and inspiring a team of IT Professional Managers in multiple Canadian locations, and for ensuring a common approach to application, development standards and implementation strategies are maintained across the platform.

DUTIES AND RESPONSIBILITIES

Participate in the development and implementation of corporate strategies, goals, objectives, policies and priorities for RR Donnelley Canada’s Business Communication Services (BCS)

Assume leadership responsibility for the analysis, evaluation, solution development, build and testing of complex CXM applications

Direct responsibility for Canadian-based Application Development teams as well as indirect responsibility for RRD Canada’s App Dev resources located off-shore

Manage an overall Human Resources plan to ensure adequate / appropriate resources are available to support multiple projects (corporate initiatives and customer driven initiatives)

Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures

Ensure client expectations are being met with respect to Service Levels, Quality and innovation

Provide strategic support for Requests for Proposals (RFP) to ensure RR Donnelley’s value proposition is being properly communicated and articulated

Support the CXM Application Development Managers in their:
Planning, coordination and review of the work plans for applications development staff

Analysis of business systems to determine effectiveness by identifying inadequacies, inefficiencies and problems and recommend solutions

Work with the Canadian IT Managers & Architects to ensure proper software and/or hardware infrastructure requirements are met in order to support business needs

Responsible for managing team performance and effectiveness against key project milestones, client expectations, corporate standards and adjusting course where needed

Responsible for managing the definition, implementation and integration of quality principles and quality processes into the design and development of software and IT processes

Ensures that quality methods and procedures are executed

Ensures that products, applications, and systems are in compliance with established quality standards and meet customer requirements. Analyzes best-in-class processes, understands the interaction and relationship of business operations and operating systems and network processes. 

PREFERRED KNOWLEDGE, SKILL AND ABILITY:

Knowledge of:

·       Operational characteristics of a variety of computer platforms and operating systems used in delivery of Customer Experience Management solutions

·       Operational characteristics, services and activities of information systems and analysis programs

·       Understanding of various production print stream languages and file types: AFP, Postscript, PDF, metacode, Line data, XML, delimited files

·       Understanding of various document composition platforms: Quadient Inspire, OpenText Exstream, CSF, Compuset, Elixir

·       Understanding of various database applications: DB/2, Oracle, SQL, MS Access,

·       Understanding of various windows / unix tools & utilities: Java, Cobol, JSF, C, C++, VB, .net, XML

·       Understanding of various content management applications and delivery services – including for Mobile channels

·       Principles and practices of computer science and information system

·       Principles and practices of SDLC

·       Basic budgeting, contracting, purchasing practices, policies and procedures
Principles and procedures of quality assurance and security related to complex, large computer systems and applications

Skill and Ability to:

·       Research, analyze, and evaluate new service delivery methods and techniques

·       Communicate clearly and concisely, both orally and in writing

·       Understand and communicate technical specifications to audiences with varying degrees of technical abilities

·       Establish and maintain effective working relationships with those contacted in the course of work

·       Manage large team of business professionals in multiple locations including off shore facilities

QUALIFICATIONS

·       Min. 5 Years in a leadership role in the delivery of CXM solutions

·       Proven consultative and solutions based abilities.

·       Senior level ability to present and convey information that influences and calls individuals to action

·       Proven skills in building collaboration across various departments or teams

·       Excellent communication (bilingual in French an asset), presentation, interpersonal and time management skills

·       Ability to manage/overcome client concerns

·       A passion for technology and ability to relate technology to business

EDUCATION

·       Four year Bachelor’s degree in computer science or equivalent

WORKING RELATIONSHIPS

·       Interacts daily with management, associates, partners, clients

·       Contact with suppliers and third party agents as required

SUPERVISORY RESPONSIBILITY

·       Direct supervisory responsibility for team Managers and related staff.
Note – RRD has a hybrid work from home policy, where all staff are encouraged to work remotely as well as being available to work

 

WHAT WE OFFER

·       Flexible work arrangements

·       Benefits Flexibility

·       Virtual Healthcare offering supporting overall wellbeing and mental health

·       Employee Family Assistance Program (EFAP)

·       Tuition Reimbursement