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Service Delivery Manager (Adobe Campaign)

Company: American Red Cross
Location: Charlotte
Posted on: October 14, 2021

Job Description:


By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?

Join us-Where your Career is a Force for Good!

Job Description:

The work location for this exciting opportunity is virtual. The selected candidate will work remotely full time and can be located anywhere in the United States but will work East Coast business hours.

Position Summary:
The American Red Cross (ARC) seeks an experienced and energetic Delivery Manager to help lead strategy and day-to-day delivery for our vital cross channel communications platform, Adobe Campaign. As part of the Fundraising & Marketing Technology Group (FMTG) you will work closely with internal business partners and external vendors to design, plan and execute system enhancements and upgrades. As a key member of our team, you will contribute to ARC's mission to "prevent and alleviate human suffering in the face of emergencies by mobilizing the power of volunteers and the generosity of donors." We accomplish this primarily through public-facing digital applications, Redcross.org and Redcrossblood.org, while utilizing other solutions of the Adobe Experience Cloud to deliver great digital experiences to our donors and constituents at each point of their digital journey.

Top candidates for this role will have recent experience with Adobe Campaign or other similar cross channel marketing solutions/marketing clouds currently in the marketplace and understand the critical role they play in marketing operations.

The successful candidate will possess strong communication skills and have the ability to foster strong relationships with business customers. Ideally, the candidate must also be able to quickly drive problems to solutions calmly and efficiently.

What you'll do:
• Learn and understand the current architecture of Marketing/Fundraising systems, data interactions and integrations and the financial donation marketing and cultivation environment.
• Understand business needs, existing IT solutions and integration points, driving towards solution ROI and incremental revenue.
• Collaborate and communicate with other Adobe resources at ARC to deliver the strategic vision of cross channel communications across all solutions ARC utilizes in the Adobe Experience Cloud.
• Roadmap and plan product releases and coordinate appropriate sign offs and delivery activities.
• Prepare status reports and resource plans that facilitate the efficient and cost-effect delivery of FMTG services to the Fundraising and Marketing stakeholder groups.
• Design and implement a proper governance framework for the solution.
• Cultivate a good working relationship with stakeholders, internal IT teams and external suppliers.
• Analyze & document current system architecture and environments and existing SOPs.
• Work with IT and business teams to understand current design, system activities and challenges and identify opportunities for improvements/enhancements.
• Participate in solution architecture / design discussions.
• Engage vendors to consult on business needs and resolve production issues.
• Coordinate scheduled outages for upgrades and patching, including negotiating outage windows and coordinating with various ARC IT teams to ensure proper support, testing and final delivery.
• Coordinate P1 & P2 production incidents by regularly communicating with appropriate internal stakeholders and external vendors.
• Manage customer escalations, by organizing the right team to ensure proper communication, urgency, prioritization, and ownership throughout.
• Conduct regular reviews of open and completed support tickets with key vendors and identify areas for process improvement.
• Monthly reporting to IT and business leadership on overall performance of the system and vendors.
• Serve as a resource to project managers as needed.
• Other duties as assigned.

Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.

Qualifications:

Must have:
• 4-year degree in Business Management, Digital Marketing, Engineering, Information Technology, related field or equivalent years of experience required.
• 5+ years of professional experience leading delivery for large business solutions, systems and/or applications.
• Experience managing and collaborating with software vendors.
• Experience with Agile principles and working in an Agile environment.
• High-level knowledge of digital marketing and cross channel campaign management.
• Ability to lead, triage and make decisions in a fast-paced environment, especially during times of natural disasters.
• Independent and self-motivated with excellent verbal and written communication skills.
• Ability to collaborate and engage internal and external stakeholders at all levels to achieve planned objectives.
• Strong client-service orientation leading to high client satisfaction.
• Ability to display tact and diplomacy in difficult or sensitive situations, including expert-level experience in negotiation and conflict resolution.
• Ability to proactively and creatively solve problems and work independently.

Nice-to-have:
• Adobe Certified Expert or Adobe Qualified (relevant certifications).
• Experience integrating Adobe Campaign with other components of the Adobe Experience Cloud, as well as operating Adobe Campaign at scale.
• Prior experience with cross channel marketing campaign platform, marketing cloud platform and/or email service providers for a national US brand.
• Experience with various collaboration tools (JIRA, Confluence, SharePoint, Teams, Slack).

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Essential Functions/Physical Requirements: Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential. May include sitting for long periods of time, driving a vehicle and working under challenging conditions.


Work Conditions: Work is performed indoors with some potential for exposure to safety and health hazards related to emergency services relief work. May travel and participate in meetings and conferences throughout chapter jurisdiction, state and Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster.

For those candidates located in Colorado, the salary range for this position is: $100K - $120K annual salary. We do not offer bonus pay for this role. Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the job or employee resides. The stated salary range in this posting is an average and may not be reflective of your individual circumstances. We will review specific salary information at the time of phone screening based upon your location.

The American Red Cross is a diverse nonprofit organization that creates a culture of collaboration and team spirit. We offer our employee's a competitive salary, wide range of generous benefits including health, dental, vision, life and disability insurance; flexible spending accounts; 401K retirement plan with match; paid time off, holidays and floating holidays. Also, we encourage professional development and provide growth opportunities. To be considered for this position, please visit www.redcross.org/jobs to apply.

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Apply now! Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Interested in Volunteering?

Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here: Summary of Rights

Keywords: American Red Cross, Charlotte , Service Delivery Manager (Adobe Campaign), Other , Charlotte, North Carolina

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