Digital Platforms & Operational Resilience Mgr
Core
Business owner and delivery leader for customer-facing digital capabilities (web, mobile, IVR, digital assistant) and operational resilience across energy customer engagement channels.
Role type
Senior Program Manager / Business Owner
Builds
Customer experience roadmaps, self-service technologies, and operational resilience plans for digital platforms
Domain
Energy industry + Digital Customer Experience & Operational Resilience
Deliverable
product features
Required skills
Roadmap management, cross-functional program leadership, stakeholder engagement, change management, omnichannel service design, business continuity planning, incident response, data analytics for customer experience
Preferred skills
Supervisory experience, influence without authority, regulatory compliance knowledge
Technologies
Web, mobile applications, IVR, conversational AI, chatbots, text messaging, email, CRM
Responsibilities
Own the digital experience roadmap and business continuity planning; partner with IT and product teams to define requirements and success measures; monitor adoption metrics and operational risks; lead response activities during platform disruptions; establish governance processes for digital initiatives.
Seniority
Senior, hands-on IC with supervisory experience