Associate Director - Digital Commerce at Cognizant

Posted in Information Technology 29 days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Stamford, Connecticut





Job Description:

Cognizant’s RCG Digital Commerce team is seeking a talented manager to join its growing organization and manage the regional Digital Commerce portfolio of key Retail, Hospitality and Consumer Goods clients. Candidates must either reside in the area or be willing to relocate. 


Location: Stamford, CT


Associate Director - Digital Commerce will lead the full service delivery lifecycle, promoting the continuous improvement of productivity, service quality and customer satisfaction. Service Delivery Managers will focus on defining service strategy, measuring and reporting on success, and continual delivery improvements. Manage a newly launched B2B/B2C ecommerce platform built on Hybris and servicing customer base in US


Accountabilities: 

·         Operational Leadership

·         Process leadership

·         KPI & Metrics management (Delivering service that meets SLAs and achieves high level of customer satisfaction)

·         Achieving customer’s productivity improvements

·         People and Communication

·         Collaboration across the Enterprise (Cross functional seamless execution) and (Developing strong relationships with customers and internal teams) 

Responsibilities:

·         Accountable for managing service delivery

·         Serve as primary contact for customers

·         Provide a focus for SLA management and customer satisfaction across the customer base. Ensure systems and structure for SLAs and client satisfaction are in place and effectively used 

·         Provide technical expertise (if Needed) problem analysis, and process evaluation, while maintaining focus on operational empathy 

·         Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value

·         Ensure and monitor processes are in place to pro-actively protect consistent service quality through management of change control and acceptance into service delivery

·         Ensures resources, capabilities and capacity to meet both existing and new business demands 

·         Will be closely working on Release Management for Ecommerce application and manage priorities to influence Release Scope and cadence working with Business and IT teams.

·         Provide expert problem management support to difficult, high profile customer issues and ensure a corrective action plan is followed

·         Oversee the integration of all service delivery and constantly improve the quality and inter-working of delivery service for clients

·         Ensures tools and technological platforms are in place to support customer environment  

·         Experience in managing eCommerce or digital commerce applications is a must

·         Strong client focus with ability to interface at all levels typically at senior manager/director level +

·         Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements 

·         Significant experience of leading and managing teams (matrix management) within an operational service delivery or managed services environment 

·         Understanding of various businesses and market sectors using that knowledge to meet, evolve and increase customer requirements

·         Strong communication skills both written and verbal

·         Project Management tools – Jira, MS Project

·         Working knowledge of technology application (Hybris Commerce) and their impact on the business