Director IT Call Center & Digital Technology

Requisition Number: 28634 

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Job Summary

The IT Director serves as the primary partner between IT and business in order to align strategy, identify key business process improvements, and develop high-value technology solutions. The position provides strategic direction and guidance through key IT initiatives, strategic projects, and business case development by serving in a lead role in enabling the business to achieve their goals through technology.  This role mainly focuses on Call Center and Digital technologies.  

Key Characteristics

• Relationship builder and collaborator – able to build healthy, solution-oriented relationships with business leaders, IT leaders and other functional departments
• Innovative, conceptual thinker that can take complex issues and opportunities and identify the technology enablers and projects to create real world solutions
• Strong General IT capabilities, with the ability to engage in strategic discussions with internal clients, and other leaders in the IT organization
• Good financial acumen with knowledge of capital and expense planning, workforce management, consultant management and business case development
• Resilient and tenacious – won’t let issues, complexities and challenges deter them the needed outcomes
• Strong communicator and motivator
• Problem solver – oriented to taking action to enable business outcomes
• Outcome oriented – using process and projects to drive to predictable results from 

Duties and Responsibilities:

• Identify technology opportunities, develop business support and alignment, business case and ROI and “sell” internally to fund and approve programs
• Manage operating cost and capital spend for call center and digital capability center
• Direct the development and execution of technology strategy for call center and digital groups
• Partner with business to drive value creation across technologies and functions
• Development and maintenance of technology roadmaps that align with business and the overall IT strategy and architecture
• Deliver IT programs that support achievement of business objectives
• Responsible for business support and operations of core systems and business processes for call center and digital operations
• Participate in the IT Leadership Team in the development and execution of AmeriGas IT strategy
• Closely works with key IT functional areas & capability centers that enable multiplatform solution development
• Ensure adherence to all regulatory and statutory requirements
• Develop and manage internal team, and external vendor networks to build and sustain technology solutions

Knowledge and Experience:

• Ten years of management related work experience.
• Minimum ten years of Information Technology related experience.
• Five years of budget responsibilities of a significant department and programs >$5 mm annual spending
• Must be an experienced director who has operated as a leader in IT and as a senior representative of IT in client areas.
• Experience and deep understanding of the following business processes/solutions is highly valued, but not all are required:
  
  • Call Center
  • Digital Technologies like web components, IVR, Chat bots, SMS messaging etc. 
  • Pricing, Finance & Accounting
  • Energy/Retail/Distribution industry
  • Data Warehousing, Business Intelligence
  • PMO and IT governance
  • Marketing
• Working knowledge of concepts and best practices in the following areas: application development, software development life cycle, requirements gathering, design and analysis, QA, multi-tier architecture, hosted and cloud services, and database administration.
• Strong knowledge of data management and business intelligence tools
• Strong knowledge of current technology development/trends in area of expertise.
• Knowledge of development methodologies for strategies and technology plans
• Financial/business analysis of Information Technology.
• Strong technological orientation with a passion for applied technology.

Education:

• BA/BS degree in Information Science, Technology, or a related field
• Master’s degree a plus

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician.  Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.