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Albertsons
  • Position Number: 2266007
  • Location: Pleasanton, CA
  • Position Type: Computer and Information Technology


Director of Engineering -- Customer Service

Location: 5918 STONERIDGE MALL RD, PLEASANTON, California 94588

Description
Eligible for IT Employee Referral Bonus -- Level 2

Albertsons Companies is one of the largest food and drug retailers with 2,300+ stores. The Albertsons Companies family of brands includes some of the most prominent brands in food retailing, with a growing base of loyal shoppers. Thanks to the professionalism, diversity, spirit, and friendliness of our people, we have locations across the U.S.

The Technology and Engineering Organization at Albertsons-Safeway has an opening for a Director of Engineering -- Customer Service. This position is located in Pleasanton, California or Dallas, Texas.

Position Purpose

The Director role oversees product teams that drive project execution, application development and delivery across the customer service platform. This is a leadership position in the Engineering organization.

The Director leads a core group of project managers, business analysts, software architects, developers and deployment managers that are responsible for delivering technology solutions that support core technology initiatives that drive business value for Albertsons. Candidates must be experienced in digital space along with the best practices associated building world class software. This position will be tasked with direct ownership of all project and program delivery across the platforms that support Customer Service.

The Director must have proven managerial experience working with application development and technical professionals, as well as our business colleagues. The individual in this role will provide input on ways to improve our development processes, incorporate best practices and policies. Must have strong communication skills with the ability to discuss and present information and issues across a wide variety of individuals and groups (inside and outside of the technology and engineering organization). In addition, this individual must have a proven track record of working successfully with cross-functional teams delivering high quality and complex solutions within the IT space.

The candidate should have strong background on Agile methodologies, CI, TDD and automation and building scalable software.

Key Responsibilities include, but are not limited to:
  • Work closely with their stakeholders to ensure that they clearly understand the business priorities and are working on the right projects
  • Execute on product roadmap to digitize customer support and service contacts using tools like chatbots, self-service solutions by identifying the biggest customer pain points
  • Responsible for defining strategy, leading design and development of processes, technology, and the operations to ensure quality customer service delivery.
  • Identify and implement processes that will improve efficiency for customer experience, to continually reduce customers calls to call center.
  • Lead projects for Customer Support transformation in an agile manner to enable efficient operations and better customer experience. (E.g., CRM tools for agents, self-service channels for customers)
  • Reimagine how customer support center can improve customer experience and be a strong driver of sales growth and retention
  • Deliver the necessary forecast for the resources and funding that is needed to achieve the work plans, ensuring the right balance of internal to contractor ratio.
  • Accountable for the successful delivery (on-time, on-budget, w/ highest quality) of all Tech programs and projects.
  • Provide technical leadership and direction to design, build, and configure system solutions that align to the functional and non-functional system requirements.
  • Ensure alignment with the company's standards and procedures for project management, architecture direction, development standards, security requirements and supportability.
  • Help support and establish operational metrics to measure, monitor and improve project delivery and performance.
  • Work closely with Product management and business partners to establish 3 to 5 years roadmap for the Customer Service Platform
  • Foster a strong vendor partnership that encourages collaboration and offers improvement opportunities.
  • Provide team members with an environment of coaching, mentoring, feedback, and staff development.
  • Work across the Tech organization to build strong relationships that foster a team spirit.
  • #dce
  • #LI-mf1


Qualifications:
  • BS/BA in Computer Science, Engineering, Business Administration, or related experience
  • 10+ years leading effective development teams that are both technical and functional
  • 6+ years of professional experience in delivering amazing customer experience using customer support products and technology
  • 6+ years of managing the chat customer experience including developing chatbots, self-service functionality and integrating with other backend technologies.
  • Proven ability to deliver against project schedules and timelines with quality
  • Demonstrated ability to proactively manage to key objectives
  • Diverse experience in design and implementation of Web based customer self-service applications, chatbot applications, IVR applications is required.
  • Experience in Salesforce CRM/ServiceCloud implementation is strongly preferred.
  • Experience in managing processes for the continuous improvement of the customer experience is strongly preferred.
  • Prior experience at leading teams and managing technologies that support customer service functions is strongly preferred.
  • Understanding of digital technology space including mobile, spring, cloud, relational and NoSQL database etc
  • Ability to build team and maintain positive working relationships of the team across the company
  • Comfortable at communicating at both a technical and executive level
  • Results oriented, willing to take responsibility and accept accountability for action
  • Strong communication and leadership skills with the demonstrated ability to lead and influence IT professionals across the enterprise
  • Excellent oral and written skills with the ability to interact with senior management, technical subject matter experts, and business customers are all essential in this role
  • Ability to work on multiple initiatives and projects simultaneously
  • Experienced in business relationship management in a face to face or virtual environment with proven techniques to build trust and credibility
  • Advanced knowledge of the costs and benefits associated with the implementation and operation of technology services
  • Experience in developing enterprise roadmaps and investment plans for technology that align to the business priorities
  • Experience with large program management from planning to execution
  • Strong organizational skills ability to keep multiple streams of work moving across people and departments
  • Comfortable juggling and coordinating multiple projects across several key priorities simultaneously
  • Seasoned technology professional with experience in application architecture, design, development and rerelease management
  • Ability to develop and deliver executive level presentations on, long-term strategy, roadmaps and current state operations
  • Proven record of delivering business value with a sense of urgency while ensuring stakeholder satisfaction.
  • Comfortable with ambiguity as needs change on a regular basis with a high degree of initiative and sense of urgency
  • Expereince in public cloud (Azure, AWS, GCP) with working knowledge of DevOps peocesses is required
  • Hands-on Experience with Jira & Confluence required. Deep familiarity and understanding of Agile practices & SCRUM are required.
  • #LI-mf1
  • #dce


  • Travel 10 - 20%


About us

Albertsons Companies is at the forefront of the revolution in retail. With a fixation on innovation and building culture, our team is rallying our company around a unique vision: forging a retail winner that is admired for national strength, deep roots in the communities we serve, and a team that has passion for food and delivering great service.

Albertsons Culture Principles
  • Compassion: We always treat each other with kindness and respect
  • Team: We always support and recognize each other
  • Inclusive: We always value everyone's perspective
  • Learning: We always strive to grow and develop ourselves and others
  • Competitive: We always act with integrity to win over the customer
  • Ownership: We always take actions to drive our success


Physical Environment:
  • Work may be performed in a temperature-controlled environment.
  • Must sit, stand, or walk for extended periods of time.
  • May spend long periods of time at desk or computer terminal.
  • Will use keyboards, telephone, and other office equipment during the course of normal workday.
  • Stooping, bending, twisting, and reaching may be required in completion of job duties.
  • Work day is fast paced; some evening and weekend work may be required.


How to Apply: Interested candidates are encouraged to submit a resume by visiting https://www.albertsonscompanies.com/careers/en/home.html

Diversity is fundamental at Albertsons Companies. We foster an inclusive working environment where the different strengths and perspectives of each employee is both recognized and valued. We believe that building successful relationships with our customers and our communities is only possible through the diversity of our people. A diverse workforce leads to better teamwork and creative thinking, as well as mutual understanding and respect.

The Albertsons Companies policy is to provide employment, training, compensation, promotion, and other conditions of employment without regard to race, color, religion, sexual orientation, gender identity, national origin, sex, age, disability, veteran status, medical condition, marital status, or any other legally protected status.

We support a drug-free workplace -- some positions require applicants offered a position to pass a pre-employment drug test before they are hired.

AN EQUAL OPPORTUNITY EMPLOYER


To apply, visit https://recruiting.adp.com/srccsh/public/RTI.home?r=5000720480106&c=1208301&d=External&rb=???

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