Head Of Digital Operations

HEAD OF DIGITAL OPERATIONS

Position Summary:

The Head of Digital Operations is a strategic leadership role responsible for enhancing USG’s Customer Experience operations through effective program management. This position works closely with executive leadership to translate business strategies into actionable programs, oversee resource planning, and drive continuous improvement across cross-functional teams. The Head of Digital Operations also monitors progress, identifies and resolves operational challenges, manages program budgets, and ensures clear communication of objectives and results.

Key Accountabilities & Responsibilities

The Head of Digital Operations will leverage strong diplomatic, leadership, and problem-solving skills, along with outstanding program management and digital experience, to enhance the daily operations of the Customer Experience functions. This position offers the opportunity to shape the future of USG while building a solid foundation for your career.

Key Responsibilities:

• Strategy Operationalization and Continuous Evolution:
  Collaborate with executive leadership to determine and implement business strategies while providing consultation for improvements.
• Roadmap Development and Implementation Set-Up:
  Convert strategies into programs and projects, support their resourcing and ramp-up process; design the cross-functional portfolio management process; set-up the respective backlog management standards; own the recruitment plan and adjacent processes.
• Progress Monitoring:
  Work with leadership to implement, monitor, and present the status of plans and goals on program level and as needed on project level.
• Problem Identification and Prioritization:
  Help identify and address core challenges in business processes and manage prioritization of projects.
• Insight and Analysis:
  Provide senior leadership with insights into the operations of the business area.
• Risk Assessment:
  Assist in evaluating risks associated with new initiatives and business decisions.
• Communication Development:
  Create action plans for disseminating information across the organization and support the development of communications for the Customer Experience leadership.
• Program Budget and Planning:
  Assure continuous management of finances around the customer experience program inclusive of the annual budget process, inclusive of capital authority request development and submission, implementation of budget approval standards for programs and projects, as well as success reporting.

Requirements:

Previous work experience both in top management consulting and with larger transformation management is an important factor to be successful in this role.

• University degree and/or MBA
• 4+ years top management consulting experience with a focus on operations management
• A business-minded strategic planner with experience in data analysis and budget management
• Relevant experience in planning, leading and implementing strategic initiatives in marketing, sales, and service
• Relevant experience in running a digitalization program on enterprise level
• Excellent problem-solving skills and the ability to develop creative solutions
• Excellent written and verbal communication skills
• Detail-oriented and data-driven with excellent organizational skills
• Experience in organizing and directing multiple teams and departments in an executive role
• Excellent interpersonal skills and the ability to collaborate across departments in a productive manner
• Proven track record of organizing, leading and directing large team
• Possess a can-do attitude and an extreme dedication to efficiency
• Excellent time management, multi-tasking, and project management skills
• Self-motivated, self-sufficient, and highly reliable

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with…