IT Manager - Customer Experience

Summary Statement

The IT Manager of Customer Experience partners with Marketing, Sales, and IT stakeholders to deliver and continuously improve digital capabilities that support customer engagement, commercial effectiveness, and business growth. The role translates business requirements and roadmap priorities into well-managed projects and reliable application solutions. Responsibilities include project delivery, requirements management, application lifecycle support, vendor coordination, budget tracking, and oversight of internal and external resources as assigned. The IT Manager helps ensure that CRM, CPQ, FSAM, mobile applications, data and analytics tools, and related sales and marketing technologies are adopted, supported, and delivering measurable business value. This role serves as a trusted technology partner and reports to the Vice President and CIO.

Representative Duties

Partner with Marketing, Sales, business process owners, and IT teams to clarify priorities, define measurable outcomes, and support the customer experience technology roadmap.

Translate business needs into clear requirements, solution options, delivery plans, and actionable work for internal teams and external partners.

Plan and manage assigned projects, including scope, schedule, budget, resources, risks, dependencies, testing, communication, and implementation readiness.

Coordinate the day-to-day delivery and support of CRM, CPQ, CMS, mobile, data and analytics, and other applications supporting marketing and sales functions.

Lead requirements gathering, process analysis, solution design coordination, testing, and business acceptance activities.

Monitor application performance, service levels, incidents, enhancement requests, technical debt, and vendor commitments; escalate material risks and issues appropriately.

Recommend and implement improvements to applications, operating procedures, controls, documentation, and digital delivery practices.

Support change management, communications, training, and adoption activities to help business teams realize expected value from new capabilities.

Manage assigned vendors and contractors, including work quality, deliverables, costs, and adherence to company standards.

Develop effective working relationships across the business and provide clear status reporting, decision support, and issue resolution to stakeholders.

Coach and coordinate team members or project resources as assigned, promoting accountability, collaboration, and continuous improvement.

Support governance, security, data privacy, architecture, and compliance requirements throughout the solution lifecycle.

Requirements and Experience

Bachelor's degree in business, engineering, computer science, information systems, or a related field; equivalent relevant experience may be considered.

7 to 10 years of progressive experience in information technology, business applications, digital solutions, or a related discipline.

3 to 5 years of experience leading projects, workstreams, vendors, or technical and functional resources.

Practical experience with enterprise platforms such as SAP (S/4HANA, Sales Cloud, FSAM, CPQ, and Commerce Cloud0, content management, mobile applications, integration technologies, and data and analytics tools.

Demonstrated project management capabilities, including delivery across multiple business and technology stakeholder groups.

Experience with requirements gathering, process mapping, solution evaluation, testing, implementation, and post-launch support.

Strong written and verbal communication skills, with the ability to explain technology concepts to technical and nontechnical audiences.

Strong analytical, organizational, and critical thinking skills, with the ability to manage competing priorities and meet commitments in a dynamic environment.

Sound professional judgment, personal integrity, and the ability to influence decisions without relying solely on formal authority.

Experience supporting adoption of standardized or global business processes and systems.

Experience contributing to technology-enabled business changes, including communications, training, and user adoption.

Business acumen in manufacturing, commercial, customer service, or operations environments is preferred.

Experience managing software vendors, service providers, contracts, or project budgets is preferred.

Ability to travel occasionally as business needs require.

Availability outside normal business hours may be required for critical implementations, incidents, or project deadlines.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of Pregis’ total compensation package. The base pay range for this role is estimated to be $150,000 to $180,000, depending on experience and skills.

Compensation details listed in US job postings reflect base salary only and do not include benefits. Learn more about Benefits at Pregis.

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