Senior Director, Digital Customer Engagement and Product Experience

Weekly Work Hours

40

Compensation Range

Administrator Range E08

Salary Minimum

$110,000.00 Annually

FLSA

United States of America (Exempt)

Position Type

Position Summary

Responsible for leading all aspects of customer engagement and product experience with the goal of improving stakeholder experience with various digital solutions. Responsible for leading all facets of the team including administration, oversight of processes and plans, budget and regulations based on Dallas College policies and procedures. The Senior Director of Customer Engagement and Product Experience will lead a team of professionals to develop and execute strategies that enhance the customer experience and drive business growth.

Required Knowledge, Skills and Abilities

• Responsible for the administrative management and strategic planning. Develop, review, analyze and implement strategic procedures required to adhere with Dallas College policies.
  
  

• Adheres to high ethical standards with the ability to bring about strategic change, both internal and external, to meet organizational strategic priorities.
  
  

• The ability to lead people to achieve the organization's vision, mission, and goals, as well as to provide an inclusive, diverse workplace that promotes the growth of others, teamwork, and constructive dispute resolution.
  
  
• Establish cooperative working relationships with leaders, staff, internal and external stakeholders while maintaining transparency and accountability.
  
  

• Demonstrated ability to plan and manage organizational growth and balance multiple simultaneous projects.
  
  

• Must possess the ability to make independent decisions when circumstances are warranted.
  
  

• Excellent detail orientation with time-management skills, including the ability to develop a comprehensive project plan and manage numerous tasks and deadlines.
  
  

• Capable of making decisions that generate high-quality outcomes through the application of analytical skills to review and resolve customer issues.
  
  

• Excellence in organizational management, including the capacity to coach employees, manage and create high-performance teams, manage a budget, and achieve operational goals through the use of outcome metrics.
  
  

• Ability to solve problems by proactively acquiring the right data from relevant sources, probing all facts, and conducting root cause analysis; referring to long-term plans and goals; prioritizing critical factors; and acting decisively, immediately, and confidently.
  
  
• Ability to establish and maintain partnerships throughout Dallas College, including business, industry, other higher education institutions and community organizations.
  
  
• A strong commitment and demonstrated success in building, nurturing, and maintaining a culture of diversity and equity in order to achieve Dallas College's vision, mission, and goals.
  
  
• A knowledgeable, skillful, and innovative leader who will collaboratively manage a complex set of institutional challenges and issues, making tough decisions focused on moving the division forward in a productive and sustainable way that continues to promote success.
  
  
• Must have experience working with diverse cultures with the ability to create a level of trust.
  
  
• Excellent customer service experience.
  
  

Key Responsibilities

• Lead the discovery and implementation of digital-focused customer engagement initiatives and strategies throughout Dallas College.
  
  
• Implement customer engagement strategies by collaborating with cross functional teams to improve employee engagement to enhance the level of service provided to students and external stakeholders.
  
  
• Serves as a cross-functional change agent across Dallas College.
  
  
• Monitor the experience provided to Dallas College stakeholders and continue to innovate the brand experience to exceed customer’s expectations and increase customer satisfaction.
  
  
• Collaborate with teams across Dallas College to analyze requests and provide appropriate recommendations by maximizing the utilization of Dallas College technology offerings.
  
  
• Serve as a digital evangelist, championing the utilization of digital solutions and practices to engender a digital mindset.
  
  
• Collaborate, share knowledge, and digital best practices between partners and colleagues to assist in maintaining a robust digital ecosystem.
  
  
• Define and measure key performance indicators of digital solutions.
  
  
• Collaborate with stakeholders to understand and anticipate their needs by leading discovery initiatives and translating requirements into product requirements.
  
  
• Monitoring and evaluating product progress at every stage of the process
  
  
• Using a continuous improvement mindset, provide analysis and support to identify gaps and solutions for creating the optimal, integrated student and employee experience to achieve Dallas College Strategic Priorities
  
  
• Provide guidance, expertise, and/or assistance to ensure processes, programs and strategies are implemented and maintained effectively; partnering with regulatory and compliance partners to ensure adherence of policies, procedures, and regulations.
  
  
• In collaboration with the Chief Digital Engagement Officer, plan, organize, and facilitate meetings and activities in support of college-wide customer engagement activities.
  
  
• Liaising with product team and end users to deliver updates and ensure implemented solution meets the needs of the end user.
  
  
• Drive adoption of Dallas College digital solutions.
  
  
• Serves as a lead in collaborating with the implementation team to drive and define the launch and continuous improvement of new and existing products and services utilized by Dallas College stakeholders.
  
  
• Serves as a subject matter expert consulting with Student Services, Academic Affairs, Workforce Development and Operations stakeholders in supporting Dallas College digital ecosystem.
  
  
• Uses excellent listening, oral and written communications to communicate with a diverse array of stakeholders and constituents within the Dallas College community network.
  
  
• Performs other duties as assigned.
  
  

Physical Requirements

Normal physical job functions performed within a standard office environment. Reasonable accommodation may be made to individuals with physical challenges to perform the essential duties and responsibilities.

Minimum Qualifications

• Master’s degree and three (3) years of experience in related field
• Two (2) years of supervisory experience.
• Work hours may extend beyond the regular, Monday‐Friday, 8:00 a.m.‐5:00 p m. workday, including weekends and holidays to provide immediate support due to system failures on a 24/7 basis.
• Current and valid Texas driver’s license required for offsite travel.
• Official transcript will be required.

*** Will be subject to a criminal background check. Some positions may be subject to a fingerprint check. ***

Applications DeadlineJune 15, 2023