Manager of User Technical Experience
Summary
We are seeking a Manager of User Technical Experience to lead the team that helps employees successfully adopt new technology, tools, and processes. This role ensures new IT services are tested, documented, communicated, and supported before moving into Production. This position will work closely with Digital Workplace teams, business leaders, project managers, and other stakeholders to improve the user experience and support successful technology changes. This Manager will also lead user research, training, testing, and continuous improvement efforts.
Responsibilities
- Lead and develop the User Technical Experience Team including staffing, on-call coverage, performance, training, and regular team meetings.
- Guide technology transitions and ensure new tools and services are tested, documented, communicated, and ready for production.
- Partner with Digital Workplace teams, business leaders, project managers, and other stakeholders to support technology deployments and change management.
- Create user journeys, personas, design frameworks, wireframes, and prototypes that align user needs with business goals.
- Lead user research, usability testing, surveys, and feedback sessions to identify improvement opportunities.
- Advocate for the user throughout the product lifecycle and help ensure technology is easy to use and provides a strong customer experience.
- Develop training materials and lead training sessions including lunch-and-learns and project-specific training.
- Manage and maintain Knowledgebase content to support employees and technical support teams.
- Lead business test groups for larger deployments and track, resolve, or escalate project risks and issues.
- Manage timelines and activities for smaller projects that do not require PMO support.
- Build strong relationships across the business and promote new Digital workplace products and services.
- Identify and implement improvements to transition, adoption, support, and user experience processes.
Requirements
- 5+ years of experience in technical deployment, process development, technical testing, project leadership, service desk, user experience, or related areas.
- Leadership, supervisory, or management experience.
- Experience leading technology adoption, change management, or user experience initiatives.
- Knowledge of IT service management and change management practices.
- Experience with user research, usability testing, user journeys, personas, wireframes, or similar UX practices.
- Proficiency with Microsoft Office, Windows, macOS, iOS, and UX and project management tools.
- Strong project management and organizational skills with the ability to manage multiple priorities.
- Strong communication, customer service, problem-solving, and relationship-building skills.
- Ability to lead, mentor, and develop team members.
- Basic understanding of budgeting, reporting, and financial analysis.
Preferred
- ITIL, project management, or other relevant professional certification.
This is a Direct Hire opportunity with our Kansas City, KS client. Employee benefits include Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k). H1-B Visa sponsorship is not available for this position. No third-parties, please.
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