Whataburger
UX Design Manager
Whataburger, San Antonio, Texas, United States, 78208
Welcome to Whataburger Careers!Summary Description:
This position supports the Digital Experience & Customer Care Director and Digital Product Managers in the development of Whatabrands digital products including .COM, mobile applications, social web presences, and in-unit touchpoints. Ensures that there is a consistent and effective omnichannel customer experience by developing conceptual models, interaction models, and interface designs that are both intuitive and delightful to users. Ensures the deployment of leading edge User Experience (UX) and User Interface (UI) design practices for Whatabrands digital products. Develops web and mobile application UX prototypes while directing external development partners as it relates to implementation of UX that meets Whatabrands standards.Responsibilities
Develops and implements strategies for the intranet support team, services team, desktop & mobile support, system services administration, and the enterprise call center.Develops and implements strategies for the content management team including document management, workflow management, knowledge management, and Family Member experience.Develops and implements strategies for service request management including assessing enterprise service and work order management, call-in number support, technology enhancement tracking, and survey solutions.Works with senior leadership to identify gaps and opportunities to apply frameworks that substantially improve the performance of back office functions.Develops short-and-long term plans for various levels of senior leadership including anticipated deliverables, outcomes, economics, and required resources to sustain the transformation.Influences and communicates effectively with all levels of the organization on enterprise strategy utilizing presentations, context diagrams, and other supporting visuals. Builds cross-organizational consensus and commitment.Creates, maintains, and markets the enterprise vision and direction to department leadership.Consults on the implementation of business solutions based on the enterprise development.Champions long-range view of strategic impact on functional users and defends case for change and budget to meet requirements.Works to define and maintain SLAs for system services.Leverages User Center Design best practices for system implementations to represent business and user needs.Helps establish a fee for service model for Enterprise Business Systems.Develops team members’ knowledge in respective areas of expertise. Performs frequent and substantial 1:1 coaching to establish and document goals and objectives for personal and professional growth. Inspires team members to attain goals and pursue excellence. Ensures that team members, under direct supervision, follow established procedures, practices, and policies for all areas. Oversees and manages direct reports to run the business.Assumes additional responsibilities as assigned.Education
Bachelor’s degree in Information Technology or equivalent work experience required.MBA preferred.Experience
3+ years’ experience supervising others at various organizational levels, preferably at a regional or higher level.Product management experience developing and managing high-tech products and/or services.Experience with projects involving system workflow and consolidation preferred.6+ years’ experience in Digital Product Management.Knowledge, Skills, and Abilities
Proficiency in MS Office Word, Excel, Outlook, Power Point and Visio (as applicable).Proficiency in JD Edwards (as applicable).Proficiency in SharePoint 2010, Oracle-Taleo, .Net, Numara-Footprints, Daptiv ppm, and Oracle-JD Edwards preferred.Knowledge of application development (.NET preferred).Understanding of the software development lifecycle.Understanding of the interactive marketplace including its culture and consumers.Ability to work in Agile / Lean Project work environment.Ability to take customer research and data and translate that into requirements.Ability to work with information and technology-focused teams, including internal and external stakeholders, to achieve common goals.Strong business planning, forecasting, problem solving, and analytical skills.Working knowledge of employment laws relating to employee relations and personnel administration.Ability to communicate, influence and negotiate decisions while motivating assigned staff.Ability to work in a team environment.Working Conditions/Travel Requirements
Expected to work the necessary time to satisfactorily fulfill job responsibilities.Must be able to report to work timely and as required by operational/business needs.Must be able to work a full-time schedule and work outside of normal business hours when necessary.Some travel, both locally and long distances, (including air travel), to worksites, meeting sites, and other locations may be necessary.
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This position supports the Digital Experience & Customer Care Director and Digital Product Managers in the development of Whatabrands digital products including .COM, mobile applications, social web presences, and in-unit touchpoints. Ensures that there is a consistent and effective omnichannel customer experience by developing conceptual models, interaction models, and interface designs that are both intuitive and delightful to users. Ensures the deployment of leading edge User Experience (UX) and User Interface (UI) design practices for Whatabrands digital products. Develops web and mobile application UX prototypes while directing external development partners as it relates to implementation of UX that meets Whatabrands standards.Responsibilities
Develops and implements strategies for the intranet support team, services team, desktop & mobile support, system services administration, and the enterprise call center.Develops and implements strategies for the content management team including document management, workflow management, knowledge management, and Family Member experience.Develops and implements strategies for service request management including assessing enterprise service and work order management, call-in number support, technology enhancement tracking, and survey solutions.Works with senior leadership to identify gaps and opportunities to apply frameworks that substantially improve the performance of back office functions.Develops short-and-long term plans for various levels of senior leadership including anticipated deliverables, outcomes, economics, and required resources to sustain the transformation.Influences and communicates effectively with all levels of the organization on enterprise strategy utilizing presentations, context diagrams, and other supporting visuals. Builds cross-organizational consensus and commitment.Creates, maintains, and markets the enterprise vision and direction to department leadership.Consults on the implementation of business solutions based on the enterprise development.Champions long-range view of strategic impact on functional users and defends case for change and budget to meet requirements.Works to define and maintain SLAs for system services.Leverages User Center Design best practices for system implementations to represent business and user needs.Helps establish a fee for service model for Enterprise Business Systems.Develops team members’ knowledge in respective areas of expertise. Performs frequent and substantial 1:1 coaching to establish and document goals and objectives for personal and professional growth. Inspires team members to attain goals and pursue excellence. Ensures that team members, under direct supervision, follow established procedures, practices, and policies for all areas. Oversees and manages direct reports to run the business.Assumes additional responsibilities as assigned.Education
Bachelor’s degree in Information Technology or equivalent work experience required.MBA preferred.Experience
3+ years’ experience supervising others at various organizational levels, preferably at a regional or higher level.Product management experience developing and managing high-tech products and/or services.Experience with projects involving system workflow and consolidation preferred.6+ years’ experience in Digital Product Management.Knowledge, Skills, and Abilities
Proficiency in MS Office Word, Excel, Outlook, Power Point and Visio (as applicable).Proficiency in JD Edwards (as applicable).Proficiency in SharePoint 2010, Oracle-Taleo, .Net, Numara-Footprints, Daptiv ppm, and Oracle-JD Edwards preferred.Knowledge of application development (.NET preferred).Understanding of the software development lifecycle.Understanding of the interactive marketplace including its culture and consumers.Ability to work in Agile / Lean Project work environment.Ability to take customer research and data and translate that into requirements.Ability to work with information and technology-focused teams, including internal and external stakeholders, to achieve common goals.Strong business planning, forecasting, problem solving, and analytical skills.Working knowledge of employment laws relating to employee relations and personnel administration.Ability to communicate, influence and negotiate decisions while motivating assigned staff.Ability to work in a team environment.Working Conditions/Travel Requirements
Expected to work the necessary time to satisfactorily fulfill job responsibilities.Must be able to report to work timely and as required by operational/business needs.Must be able to work a full-time schedule and work outside of normal business hours when necessary.Some travel, both locally and long distances, (including air travel), to worksites, meeting sites, and other locations may be necessary.
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