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Manager, Information TechnologyMaritz • Fenton, Michigan, United States
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Manager, Information Technology

Maritz
  • US
    Fenton, Michigan, United States
  • US
    Fenton, Michigan, United States
Postuler Maintenant

À propos

Position Overview The Manager, IT will lead the RPP Onboarding and Support teams within Maritz’s Auto Engineering organization, overseeing the day-to-day operations and strategic growth of the teams responsible for bringing new clients onto the Retail Performance Platform (RPP) and sustaining the programs already running on it. RPP is Maritz’s next-generation, cloud-native platform designed to power incentive, recognition, and engagement programs at enterprise scale. It brings together program administration, participant engagement, communications, and performance analytics into unified digital experiences. This role is operational and strategic. You will make sure onboarding engagements are delivered on time and with quality, that production support meets client expectations, and that your teams are capable and motivated to perform at a high level. You’ll partner closely with Engineering, Product Management, Client Success, and Business Analysts to coordinate across the delivery lifecycle, from initial client discovery through go-live and ongoing support. Responsibilities 35%| PEOPLE LEADERSHIP & TEAM DEVELOPMENT: Leads and directs the Onboarding and Support teams through active management and hands‑on leadership. Responsible for career pathing, development plans, and performance management for all direct reports. Monitors and manages team staffing levels by recruiting, coaching, and training employees. Communicates job expectations, provides regular performance feedback, and builds a culture of accountability, collaboration, and continuous improvement. Mentors emerging leaders and supports succession planning within the team.
25%| CLIENT ONBOARDING DELIVERY: Oversees the end-to-end delivery of RPP client onboardings, making sure implementations are scoped, planned, and executed to meet client timelines and quality standards. Partners with Business Analysts, Engineers, Product Management, and Client Success to coordinate onboarding activities including requirements, configuration, integration, testing, and go-live. Serves as an escalation point for onboarding risks, dependencies, and scope changes. Promotes adoption of repeatable processes, reusable patterns, and standardized tooling to reduce cycle time and improve onboarding consistency.
20%| SUPPORT OPERATIONS & CLIENT SATISFACTION: Manages the RPP production support function, maintaining timely resolution of incidents, defects, and client requests. Monitors operational health, service levels, and client satisfaction metrics. Establishes and refines support processes, triage workflows, and escalation procedures. Coordinates with Engineering on root cause analysis, bug fixes, and platform stability. Makes sure the support team maintains strong client relationships and proactive communication.
20%| STRATEGY, PROCESS IMPROVEMENT & CROSS-FUNCTIONAL ALIGNMENT: Works with department leaders on strategy development, workload management, project timelines, and budgeting. Identifies and implements process improvements across onboarding and support workflows to increase efficiency, reduce rework, and scale operations as RPP grows. Partners with Product Management and Engineering leadership to match team capacity and priorities with the platform roadmap and client pipeline. Contributes to organizational planning, tooling decisions, and operational reporting.
What You’ll Bring Bachelor’s degree in Computer Science, Business Administration, or related discipline with an information technology focus, or equivalent experience. 5+ years of technology-related experience, including 2+ years in a people management role leading delivery or operations teams. Demonstrated experience managing client-facing implementations, onboardings, or technology delivery engagements. Strong people leadership skills with a track record of developing talent, building team culture, and managing through change. Experience with production support operations, including incident management, triage, and escalation processes. Ability to manage multiple priorities simultaneously while maintaining delivery quality and meeting deadlines. Strong analysis, problem-solving, and decision-making skills with the ability to balance operational needs and strategic objectives. Professional demeanor, including verbal and written communication skills for effective interface with all levels of the organization as well as with clients. Proven experience with process improvement and a mindset toward standardization and scalability. Nice to Have Experience with cloud-native platforms, multi-tenant architectures, and/or incentive, recognition, or engagement program domains. Practical experience using AI-enabled tools to improve team efficiency and delivery outcomes, with sound judgment on when to apply AI and how to protect sensitive data in accordance with company policies. Things You Should Know This is a hybrid position in our Fenton, MO office. In-office days are Tuesday, Wednesday and Thursday. Benefits Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, paid parental leave, 401k, tuition reimbursement, paid time off, year-end holiday closure, and more. Disclaimer & EEO DISCLAIMER: This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job. Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
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  • Fenton, Michigan, United States

Compétences linguistiques

  • English
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