Senior Manager

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.

Jack Henry is seeking to add a Sr. Manager of Technical Product Manager to our team. This Sr. Manager will manage the leadership that oversees our internal service desk and PC techs. This Sr. manager will revolutionize the associate experience by transforming the team to become more associate focused, and proactive instead of reactive. The Sr. Manager will identify service gaps and improve the associate experience across the organization. This Sr. Manager will drive better performance of the service desk and PC tech teams and assist them in becoming more technical. This senior manager will be deeply engaged with our associates, the team, and its leadership to help transform the department.

This position will be able to work from any location in the United States. Please complete your application along with an updated resume by Friday, June 21st, 2024.

What you'll be responsible for:

• Directs and controls the activities of the operations supervisors/managers and technical staff. Directs the leadership, processes, and technology required to effectively respond to requests for the technology demands of the company.
• Maximizes the efficiency and effectiveness of technology delivery and support. Identifies opportunities to reduce cost and improve service levels and works with the communications team to communicate to associates new technology and enhancements being delivered.
• Analyzes, selects, and modifies reports to help improve the operations, associate experience driving towards proactive measures.
• Develops operational procedures and policies on a both a departmental and company level with associate experience mindset.
• Creates and maintains the product/vision roadmap.
• Provides leadership and motivation to team members to achieve the highest level of customer service. Deals with both internal systems and customer services. Coordinates delivery of services to user groups and ensures IT service is uninterrupted. Embrace the Jack Henry do what it takes and have fun mentality. Also, drive towards proactive measures that deliver 95% or greater CSAT.
• Identify areas for opportunities to implement self-serve tools to reduce the call volume at the service desk while working with communications team to drive self-serve campaign and participating in the Associate Experience Committee.
• Identify areas to drive down top calls and issues at the service desk and participate in the Associate Technical Experience & Performance SteerCo.
• Assists senior management & upper-level executives in establishing the company's long-range technology goals and objectives that provides an associate experience strategy driving towards proactive measures and positive experience for associates.
• Advises leadership concerning IT trends, technical problems, need for equipment, need for software upgrading, and priorities. Recommends IT technology that improves the associate experience.
• Work with leadership and team to identify ways to improve support and services across jack henry that focus on associate experience.
• Evaluate vendors especially after hours support and develop strategy to provide support that meets the expectations jack henry associates.
• Review quarterly end user diagnostic survey by creating reports and taking action to improve in areas that associates have provided valuable feedback.
• Key stake holder in multiple vendor relationships.
• Reviews and make adjustments to contracts as needed.
• Reviews reports on progress, work trends, and problems.
• Ensures highly responsive technical support for associates and identifies service gaps that help meet CSAT expectations.
• Keeps executive-level management informed of departmental progress, problems and future state.
• Represents the company’s interest on multiple levels.
• Keeps current on the technology.
• May perform other duties as assigned.

What you'll need to have:

• Minimum of 12 years of experience in employee/customer experience within an IT or Operations background.
• Minimum of 5 years of professional leadership experience.
• Ability to travel up to 25% for meetings.
• Strong understanding of technology and technology trends

What would be nice for you to have:

• Understanding of metrics and data and decision making based on metrics and data.
• Bachelor's Degree.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this positing, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.