Director - Process & Solutions Customer Experience
REMOTE, GA, US US REMOTE, TX, US REMOTE, MD, US REMOTE, SD, US REMOTE, AL, US REMOTE, NC, US REMOTE, MA, US
FRESH. FORWARD. FLOWERS.
Flowers Foods, Inc. (NYSE:FLO) is not just about baking; it's about crafting moments of joy with every delicious bite. With 2023 sales of $5.1 billion, and as one of the leading producers of packaged bakery goods in the United States, Flowers Foods brings passion to the table. From the wholesome goodness of Nature's Own and Wonder to the bold and artisanal flavors of Dave's Killer Bread, the rustic goodness of Canyon Bakehouse, and the sweet delights of Tastykake, each product is a celebration of taste and quality. Beyond the oven, Flowers Foods fosters a culture that values and reflects Honesty & Integrity, Respect & Inclusion, Sustainability, Passion, and Humility. With a commitment to innovation and a recipe for success, Flowers Foods is more than a bakery – it's a delightful journey into the heart of flavor and community.
Full-time employees are offered the following benefits:
- Comprehensive health and medical benefits
- 401(k) Retirement savings plan
- Professional growth and leadership training
- Paid vacation, holidays, and parental leave
Benefits may vary depending on your work location and your participation in a collective bargaining unit.
Bringing Home the Dough
The IT Application Director - Customer Experience Applications will lead the strategy, annual operating plan, development, implementation, and management of customer-facing applications that drive an exceptional experience for customers. This includes SAP SD, AFS (Direct Store Delivery), iPlan (Forecasting), Scan Based Trading, Onbase (Independent Distributor Portal), Blacksmith and Thrift Store POS. The Director will have business domain expertise in a sales / customer service and SAP functional expertise SAP Sales and Distribution modules across different go to market channels, including Direct Store Delivery, and execution of design, build, test, and change activities.
This role involves building and leading a functional team responsible for maintenance, enhancements and project delivery providing day to day oversight and management of COE operations and related projects. This role will collaborate across functional teams, ensuring the alignment of technology solutions with business goals, and continually improving the user experience. The director will work closely with stakeholders from the business and IT to deliver seamless, innovative, and scalable solutions that enhance customer engagement and satisfaction.
Rising to the Challenge: Position Responsibilities
Application Management
- The director will oversee activities that optimize value, cost, and risk of the Customer Experience (Sales) applications
- Oversee the development, deployment, and ongoing management of customer-facing applications
- Ensure all applications are scalable, secure, and provide a seamless user experience across all devices
- Partner with enterprise architects and developers to ensure systems are integrated and support end-to-end customer journeys.
- Perform other duties which are deemed by management to be an integral part of the job, including, but not limited to fulfillment of work schedules, adherence to attendance policies, and other applicable operating rules, policies, and procedures.
Innovation and Customer Experience
- Stay up to date on emerging customer experience technologies and trends, recommending and implementing solutions that enhance customer engagement.
- Champion the use of data analytics and customer feedback to drive continuous improvement
- Ensure the design and user interface of all applications reflect best practices in customer experience and usability
Vendor and Stakeholder Management
- Manage relationships with third-party vendors and service providers to deliver customer experience solutions on time and within budget
- Communicate project status, risks, and opportunities to senior leadership and key stakeholders
- Collaborate with other IT teams to ensure seamless integration with backend systems (CRM, ERP, Data and Analytics, etc.).
Quality Assurance and Compliance
- Ensure customer-facing applications are tested rigorously for performance, functionality, and security.
- Maintain compliance with relevant regulations (e.g., GDPR) and company policies regarding customer data privacy and security
Leadership
- Mentor, motivate and empower IT Applications Customer Experience team of managers and analysts
- Lead the strategy, annual operating plan, development, implementation, and management of customer-facing applications that drive an exceptional experience for customers.
- Develop productive relationships with business relationship managers and business across the organization to influence how customer experience applications can enable new sources of value.
- Remove obstacles for the team and assist in resolving issues
Knead to Know: Preferred Qualifications
- 5+ years experience in IT team management and development
- 10+ years of SAP experience implementing SAP with responsibility in SAP Sales and Distribution
- 3+ years of experience supporting or implementing Direct Store Delivery applications+
- 3+ years experience managing off shore teams
- 10+ years of progressive experience in SAP application design, development, quality assurance and implementation processes
- An undergraduate or postgraduate degree in business management, Information Systems, or a related field
Additional Ingredients: Essential Job Requirements
- Experience implementing customer facing EDI integration
- Experience with DSD (SAP or non SAP), drop-ship retailer e-Commerce, SAP Sales and Distribution Order to Cash including dropship to consumer and retailer store.
- Multiple full life-cycle SAP implementation in Sales and Distribution using ASAP and other SDLC methodologies.
- Work experience in a related customer experience business role Experience integrating SAP Sales and Distribution solutions into a broad array of non-legacy technologies and architectures.
- Experience collaborating with Procurement and managing and negotiating with vendors
- Experience prioritizing support, enhancement and project requests with business and IT stakeholders and managing delivery
- Experience defining systems strategy, developing systems requirements, designing, and prototyping, testing, training, defining support procedures and implementing practical business solutions under multiple deadlines
We offer a competitive salary and an excellent total rewards package. Please reply by 12/20/2024. Interested job seekers who successfully complete the series of pre-screening questions and who appear to possess the basic qualifications for this position may be contacted for a telephone interview.
EEO Statement
Flowers is an Equal Opportunity Employer. Flowers encourages all qualified candidates to apply, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, veteran status, disability status, or people of any other characteristic protected by state or federal law. The job description above outlines the general nature and level of work expected from employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications for this position. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.
If you need assistance with submitting your resume due to a medical condition or disability, please send an e-mail to Joanie Stringer at HR.LSFlowers@flocorp.com or (1) 229 5513103.
Job Segment:
User Experience, SAP, Testing, ERP, QA, Technology, Quality
