Product Line Manager, Customer Experience – Tampa, FL

Product Line Manager, Customer Experience

TECO Energy

Tampa, FL




The Product Line Manager, Customer Experience (Business Relationship Manager), PLM is the primary owner of relationships that enable the success of the company through effective, creative, and innovative leadership in strategic IT&T initiatives on behalf of the various Customer Experience Business Partners.  The PLM has the overall responsibility to serve as the main point of contact and strategic interface to the business for the purpose of business technology strategy development, solution discovery, risk management, and relationship management.  Also provides high valued strategic consulting and guidance through key IT&T initiatives, relevant project information, project priorities and proactively serving as a trusted advisor to the Business Partner leadership teams.  Serves as a lead role in enabling the business to achieve its objectives through the effective use of technology.

1.    Build relationships with senior business management teams to become part of the strategic initiatives and business Planning.
2.    Facilitate product strategy decisions. Provide technical design leadership on various technology initiatives in Customer Experience line of business using existing technology like SAP CRB, .net based authenticated online portal, content management system, blue prism RPA and others as relevant.
3.    Apply developed business acumen to effectively support the assigned Business Partners and identify opportunities for technological solutions to support strategic business vision. 
4.    Demonstrate digital opportunities to product line leaders. Conduct on-going research and assessment of new technologies and approaches for contact center, authenticated portal, chatbots, advanced billing solution, meter to cash application like SAP CRB, AMI, smart streetlights, and other business functions
5.    Actively seek opportunities to optimize the use of appropriate information technology in support of business goals and provide innovative ideas. Collaborate with other BRMs, IT&T Senior Management, Business Partner Senior Management, and all other stakeholders to ensure corporate, Business Partner, and IT&T objectives are aligned and being managed effectively.
6.    Manage and coordinate business application architecture. Oversee technical solution approaches and designs across portfolio of project efforts within the customer experience line of business
7.    Meet regularly with key service partners, internal partners and external vendors to review progress on current projects and anticipate project resource needs for future initiatives.  Work with Business Partner(s) to ensure compliance with the company's defined Information Systems methodologies.
8.    Facilitate standards management. Design/deliver standard solution templates and design patterns that assist delivery teams to develop robust solutions to CE requirements that use/re-use common technology Platforms. Review/approve key project design deliverables (for example., solution architecture) and coordinate with Architecture Advisory Board.
9.    Own the IT&T demand pipeline for the assigned business areas.  Responsible for the strategic development and establishment of the Technology Roadmaps for the assigned Business Partners. 
Provides input to Project/delivery Managers to Plan and schedule project work as related the type, sequencing, and dependencies of technical activities
10.    Oversee technological solutions and business value propositions for technology investments. Collaborate with Procurement to review and redline contracts with software, hardware, and services vendors.  Play an integral role on contract negotiating teams. 
11.    Review/approve key project design deliverables (for example., solution architecture) and coordinate with Architecture Advisory Board. 
12.    Manage Business Partner expectations with respect to IT&T services, identifying gaps between their needs and IT&T capabilities, and work to find innovative solutions to fill those gaps. Resolve and help guide resolution of multiple highly difficult and complex Business Partner problems and escalations involving multiple areas.
13.    Participate in development of technology strategies taking into consideration technology trends, vendor strategies, products, and customer preferences
14.    Collaborate with Business Partners to define high-level business needs focusing on developing and improving business processes and assisting with the development of metrics within both the technology and business organizations.  Identify, propose and influence business solutions, negotiate deliverables and requirements across multiple business customers or organizations.  Ensure that the design and integration of proposed system, software and hardware solutions leads to the development and growth of the business through effective use of technology. Integrally involved in solution decisions.
15.    In cases where requirements are not clearly defined, Architect are expected to have sufficient business and technical knowledge to spec out reusable requirements and lead productive design sessions
16.    Serve as primary technology resource in the development of the Business Partner capital budgets.  Ensure that project actuals and forecast monthly budgets are communicated to the Business Partners.
17.    Partner with Business leaders, functioning as an escalation point of focus on all Business Partner technology issues.  Provide technology guidance to Business Partners to assist in identifying technology needs, project prioritization, technology expenditures and funding. 
18.    Advice portfolio modernization and rationalization. Works hand-in-hand with their peer technology professionals, COMPANY's other Architects and SI Architects to ensure solutions are in alignment/synergistic across the company  specifically:

Direct Supervision:    May have direct management responsibilities of business systems analysts or other BRMs, PLM.

Indirect Supervision:     Indirectly manages other IT&T team members and vendors by influence to ensure effective delivery of technology services to Business Partners.   

Key Internal:      Direct interaction with all levels of team members throughout the Emera Companies including Senior Business Partner leadership and Senior IT&T leadership.  Cross-team relationships are key with other IT&T support groups and team members.

Key External:     Direct interaction with outside consulting firm personnel as well as software and hardware vendors.


TECO Energy

702 N Franklin St


Florida États-Unis

From the same organization


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