Vice President, Digital Experience
Location: Atlanta, GA (Hybrid Preferred)
Position Overview:
We are looking for an innovative and strategic Technology Leader, with a background in leading Customer-facing tech, to drive our technology solutions and product needs to meet the organization's goals. In this role, you will have the opportunity to lead and mentor a talented IT team while implementing cutting-edge solutions to support business growth. You will work closely with business leaders to define roadmaps, ensure the successful delivery of products and services, and shape the technology vision for the company.
If you're a dynamic leader with deep technical expertise and a proven track record of building high-performing teams, we'd love to meet you.
Key Responsibilities:
- Strategic Leadership: Own the delivery of key components of the organization's strategic plan and collaborate with cross-functional teams to define technical solutions that align with business objectives.
- Team Development: Lead, mentor, and train the IT team, helping them grow into strong, self-sufficient professionals. Define the hiring plan and team structure to support evolving business needs.
- Platform Engineering: Guide the team to build and support a sophisticated, scalable delivery platform that enables the business to offer top-tier solutions to customers.
- Performance & Metrics: Oversee the team's performance, tracking key service levels and performance metrics, ensuring excellence in all areas.
- Vendor & Contract Management: Manage significant contracts with hardware and software vendors, ensuring alignment with business goals and the successful delivery of core solutions.
- Process Optimization: Develop and implement processes that enhance the efficiency and effectiveness of technology solution delivery.
- Strategic Planning & Roadmap: Define and manage the long-term product and service roadmap, working closely with business leaders to prioritize requirements and scope.
- Continuous Improvement: Focus on continuous process improvements, leveraging emerging technologies to increase IT's value and drive innovation.
- Innovation & Emerging Technologies: Stay ahead of industry trends, evaluating the impact of new technologies and collaborating with R&D teams to incorporate cutting-edge solutions.
- Project Leadership: Work with key stakeholders to define project scope, prioritize tasks, and ensure timely, efficient project delivery.
Additional Responsibilities:
- Enable a unified digital customer experience (CX) that aligns with business goals and enhances engagement across digital touchpoints (web, mobile, user portals, etc.).
- Oversee the design, content, and performance of the company's website to ensure it delivers an intuitive, accessible, and engaging experience that supports brand goals, customer needs and business outcomes.
- Drive continuous improvements through A/B testing, SEO optimization, analytics, and cross functional collaboration, ensuring the website is fully integrated with other internal platforms such as salesforce.
- Ensure seamless integration across Sales, Service, and Marketing Clouds to deliver a cohesive customer journey.
- Lead cross-functional initiatives to map and continuously optimize end-to-end customer journeys.
- Identify pain points and conversion opportunities using tools like Salesforce Journey Builder and real-time analytics.
- Collaborate with product, design, and engineering to prioritize digital features and improvements based on customer needs and business value.
- Leverage Salesforce Customer 360, Einstein AI, and external tools to deliver personalized, predictive experiences.
- Monitor digital engagement metrics and implement data-driven enhancements to increase satisfaction and retention.
- Partner with Marketing, Sales, and Service teams to ensure Salesforce tools and digital channels are fully adopted and leveraged.
- Establish mechanisms to monitor and act on digital customer feedback to improve experience and outcomes.
- Evaluate emerging technologies and tools to stay ahead of digital CX trends.
Qualifications & Experience Required:
- Education: BS in Computer Science or a related field (Master's degree in a technical or business discipline preferred).
- Experience: 15+ years of progressive experience in IT leadership roles, with a focus on strategic technology solutions and team development.
- Expertise: In-depth understanding of technology infrastructure, operations, and software implementation. Experience in delivering innovative products and services with measurable results.
- Leadership: Proven success in hiring, leading, and growing high-performing teams to meet aggressive goals.
- Skills: Strong strategic, analytical, and problem-solving skills, with an ability to communicate complex technical concepts to senior executives. Website technology, Salesforce platforms, or similar are required.
- Financial Acumen: Strong financial, budget management, and contract negotiation skills.
- Adaptability: Ability to thrive in a fast-changing environment, anticipate technology shifts, and manage evolving business needs.
- Communication: Exceptional written and oral communication skills, including presenting findings to senior leadership and influencing decision-making.
Why You'll Love This Role:
- Impact: Play a key role in shaping the technology and product strategy of a growing organization.
- Leadership: Lead a team of innovative professionals and foster a culture of continuous improvement and high performance.
- Innovation: Work with emerging technologies to drive new business capabilities and improve customer satisfaction.
- Flexibility: Enjoy a hybrid work model that supports a healthy work-life balance.
If you're ready to take on a challenging leadership role and make a significant impact on our technology strategy, we encourage you to apply today.