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IT Social Media Manager

Date Posted: Aug 9, 2017

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: United States : North Carolina : Cary  

 

Role Value Proposition: 

                                                                                                           

 MetLife Customer Solutions Center (CSC) performs customer service and direct sales to customers via multiple channels – phone, IVR, online, email and chat. CSC handles ~28M customer calls and services ~41M customer logins annually for US customers. Sales and service associates work across multiple sites in the US, and vendors are located both in the US and offshore. As a part of its transformation journey, CSC has a number of strategic initiatives in progress ranging from CRM implementation, conversational IVR and next generation online platform.  While CSC services customers via multiple channels, customer experience is silo’d due to limited channel integration. The division recognizes that industry trends (e.g., customers’ expectations, competitive pressures and technology innovations) are driving towards an omni-channel experience. CSC is in the process of developing of an omni-channel strategy. This process will define the vision for CSC, benchmark our current omni-channel experience within service, define our optimal channel mix, design an innovative customer experience, design the target state operating model and the technology architecture, determine the business case and develop a roadmap.

 

The IT Project Manager will be the primary lead working with CSC to align business strategy, operating model with technology for the social channel.  The role will require broad program management & expertise cutting across sales & service.  A successful IT Project Manager will translate business strategic direction into a practical, multi-generational social channel roadmap which will guide technology build outs across GTO IT units.

 

 

Key areas of focus for this role include:

 

·         Understanding of business strategy & operating models

·         Understanding current / future state social capabilities

·         Align available social technology to future state capabilities

·         Co-lead execution planning effort

·         Oversee portfolio of IT projects aligned to social roadmap

 

 

 

Key Responsibilities:  

  • Co-creation of channel strategy & operating model

  • Co-creation of business case / ROI models

  • Deep understanding of current state (business & IT)

  • Deep understanding of enabling technologies – internally / externally

    • Social listening

    • Social care

    • Social sales

    • Social analytics

  • Broad experience with creating solution architectures

    • Understanding of fit to marketing platforms

    • Understanding of fit to CRM platforms

    • Understanding of fit to POS platforms

  • Creation of ‘solution’ patterns that can potentially be used globally

  • Experience with advanced integration architectures

  • Experience with advanced data architectures (e.g. Big Data)

  • Broad experience creating IT roadmaps

  • Broad experience planning & estimating large IT programs

  • Expert ‘soft skills’ working across multiple / matrixed IT areas

  • Experience working with incumbent vendors (e.g. SFMC, NetBase, Hearsay, Sprinklr, etc.).

  • Experience working with emerging vendors (multiple) to look for ‘leap frog’ opportunities

  • Experience in procurement of new technology to firm (RFP, evaluations, etc.)

  • Broad portfolio management expertise

  • Ensure on going alignment of program to business case & solution architectures

 

Essential Business Experience and Technical Skills:  

 

·         10+ years total IT experience, preferably in financial services industry & / or major consulting firm experience

·         2+ years direct experience enabling social channel

·         Bachelor’s degree in business, computer science or information system, master’s degree preferred

·         Demonstrated experience implementing / developing business strategies and solutions for financial services & / or technology departments

·         Experience with software development practices

·         Strong influence, facilitation and communication skills; builds relationships at all levels of the organization including the ability to resolve issues and build consensus amount groups of diverse stakeholders

·         Demonstrated ability in strategy thinking and identifying key business issues and opportunities

·         Demonstrated analytical skills. Ability to analyze complex situations, learn quickly and synthesize corresponding solutions, options and action plans

·         Large corporate environment experience where coordination, collaboration and communication across multiple organizations is required for alignment, approvals, decision-making and governance

·         Demonstrated capability for problem solving, decision making, sound judgment, assertiveness

·         Expert influencing skills to manage enterprise stakeholders, business partners, and teams of diverse composition (e.g. varying skill sets; in-house and outsourced) who are not direct reports

·         Excellent oral and written communication skills as well as excellent presentation skills with ability to conduct presentations comfortably to large groups

·         Strong relationship building and interpersonal skills

 

 

 

 

 

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.” 


Nearest Major Market: Raleigh

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