Business Systems Manager

Req ID: 399621

BASIC PURPOSE: The primary responsibility of this role is to lead high-performing technology teams that implement and enhance CRM and digital marketing solutions. The person will provide leadership, visibility and best practices to Business Stakeholders while working with product teams to ensure high-quality product delivery.

MAJOR RESPONSIBILITIES:

• Partner with business stakeholders to understand complex business needs and develop strategic solutions as part of a high-performing team of problem solvers.
• Research, and analyze the effectiveness and efficiency of existing business processes and develop strategies for enhancing or further developing solutions.
• Anticipate business stakeholder needs and provide best practices to support ongoing enablement and adoption of CRM and customer engaging technologies.
• Lead innovative solutions and enhancements of existing technologies to deliver business led platform expansion and optimization.
• Provide platform oversight for necessary resource allocation to product lines, support, and maintenance needs.
• Partner with business product managers, product owner(s) and technical leads to gain consensus on platform and product roadmaps.
• Lead multiple teams working within Agile frameworks, with direct oversight of Business Analysts, Project Managers, Scrum Masters, and Salesforce System Administrators
• Maintain ongoing visibility of assigned areas of work for team members. Delegate and balance workloads as needed.
• Continually inspect and adapt product teams in a matrix environment, including resource needs, product team structures and quality support measures.
• Partner with technology leaders to assess and validate existing solutions and integration points for growth of solutions
• Act as a liaison with the Corporate IT Infrastructure, Security and Data departments to provide bi-directional visibility to business and customer-impacting efforts.
• Manage multiple technology vendor relationships to build strategic partnerships which optimize value and return.
• Build trust with teams and stakeholders through open and honest conversations and coaching at all levels.
• Other duties assigned as needed

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
  • Bachelor's Degree in computer science, management information systems or business or other related field or equivalent experience and/or certification
• Experience:
  • 3+ years' experience in customer relationship management (CRM) and customer experience technology solutions
  • 5+ years' experience in project management, business analysis, SDLC and Agile delivery frameworks (Scrum, SAFe, Scrum at Scale)
  • 3-5 years of direct supervisory experience
  • Experience in the following technologies of focus a plus: Salesforce Sales and Service Clouds, Web Content Management Systems (WCMS), Mobile Applications.

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Experience in the following areas of focus a plus: Customer Relationship Management (Salesforce Sales Cloud, Salesforce Service Cloud, Mulesoft, Web Content Management, Digital Asset Management.
  • Outstanding communication skills, analytical aptitude, business acumen, client focus, problem solving skills and technical initiative are required
  • Proficiently understands customer requirements; easily troubleshoots and solves problems with minimal to no supervision and direction; adept at researching and making fact-based, data backed decisions; highly skilled at developing relationships outside of IT
  • Knowledge of databases, system integration skills, system administration, SDLC, data reporting structures is a plus.
  • Ability to manage numerous competing demands in a high stress environment
  • Ability to lead teams and work in a hybrid (in-person and virtual) work environment
  • Excellent verbal and written communication skills
  • Knowledge of Microsoft Office, Azure DevOps, Lucid Charts, Aha! Roadmaps a plus
• Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping
  • Occasional lifting up to 25 pounds
  • Manual dexterity sufficient to operate a computer keyboard and calculator
  • Requires normal range of hearing and vision

Job Function(s): Information Technology

Love's Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we've provided customers with highway hospitality and "Clean Places, Friendly Faces." We're passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love's Family of Companies includes:

• Gemini Motor Transport, one of the industry's safest trucking fleets
• Speedco, the light mechanical and trucking service specialists
• Musket, a rapidly growing, Houston-based commodities supplier and trader
• Trillium, a Houston-based alternative fuels expert