Digital Transformation Program Manager

Diaconia is looking for a talented Digital Transformation Program Manager to join our Amazing team!

If you're looking to join a company that truly appreciates you and your talents, look no further! At Diaconia, we are committed to serving and caring for our colleagues, our clients and our community. Our team is made up of talented individuals who appreciate having the opportunity to contribute their knowledge and experience to further the growth and development of our industry. Our ideal candidates embrace diverse thinking, enjoy partnering with others and are seeking to make a difference!

We are currently searching for a new, full-time member for our team for the position of:

Digital Transformation Program Manager

As the Digital Transformation Program Manager, you will lead in strategizing, planning, and executing on a digital transformation plan for enhancing customer experience and building a pipeline of sustainable, profitable revenue streams through the implementation, sales and marketing of technology solutions and services at two Airports.

Strategizes and leads high impact digital transformation and passenger engagement initiatives to enhance customer experience at Airports. Creates and drives strategies for optimizing on digital revenue opportunities within Airports. Leads project teams and cross functional committees, facilitating discussions and building consensus with all involved stakeholders throughout the digital transformation and passenger engagement process. Performs related functions.

POSITION RESPONSIBILITIES

• Defines and drives the execution of a digital transformation roadmap that encompasses programs and initiatives for customer engagement, passenger journey improvements, and digital revenue generation. Works closely with MWAA Labs and other Office of Technology departments to achieve this mission.
• Exercises a data-centric approach to gathering customer insights and develops and implements customer engagement strategies to drive marketing, CRM, loyalty programs, airport retail marketplace offerings and more.
• Develops, plans and executes on digital revenue strategies for leveraging digital advertising opportunities across a range of mediums within the Airports, including airport digital signage, web, mobile and Wi-Fi.
• Manages and drives revenue generation through the Office of Technology's Managed Airport
• Technology Services (MATS) catalogue of technology offerings (Wi-Fi, telephony, network cabling and more) to tenants and other customers.
• Manages and oversees the digital transformation program portfolio, ensuring communication, reporting and transparency to all key stakeholders.
• Serves as a liaison between MWAA Labs, other IT groups, Airports Authority business teams, as well as concessions and other customers and airport stakeholders on digital transformation projects.
• Works closely with stakeholders at both Airports and Office of Technology groups to support piloting, testing and implementation of technology solutions at the Airports.
• Leads discussions and builds consensus with all involved business partners and stakeholders, throughout the digital transformation and passenger engagement process. Leads committees, acts as a change agent and influences decisions around customer digital engagement and digitization of touchpoints along the customer's travel journey.
• Enlists and works with Airport stakeholders on their role in serving as champions for MWAA Labs technology solutions and its brand within the industry.
• Seeks out new business leads, wins new customers, and makes and follows up on cold and warm calls for sales opportunities within the Airports. Establishes and develops meaningful relationships with existing and potential clients and external agencies.
• Develops change management strategies and approaches for digital transformation related programs.
• Identifies, describes, and recommends changes to current and new system features and functionality to improve overall business and mission performance and develop and refine IT roadmaps and modernization plans and the associated implementation plans.
• Gathers, synthesizes, and creatively analyzes data to provide insights, identify issues and arrive at recommendations to address the needs of today's passenger.
• Identifies efficiency, control and customer experience impacting issues, developing solutions leveraging automation and innovative technologies, contributing to and advising on new product development and addressing individual customer challenges.
• Creates, maintains and ensures timely content updates for a range of written material for a broad range of audiences, including product instruction manuals, Frequently Asked Questions (FAQs), website content, presentations, marketing materials, white papers, and more.
• Leads in annual and quarterly planning for the digital transformation plan, tracks budget and expenses, and reports on sales initiatives' performance with a focus on ROI and revenue growth.
• Performs other duties as assigned or as determined on own initiative.

MINIMUM QUALIFICATIONS:

• Seven years of progressively responsible experience in information technology, program management, strategic planning, or related work.
• Two of the seven years must include experience in technical business development.
• Comprehensive knowledge of current technologies and trends including SaaS offerings, mobile apps and devices, Cloud, and IOT technologies.
• Knowledge of supervisory principles and ability to manage the operations and programs of the unit/ team.
• Strong interpersonal skills, including skills in collaboration, team building, adaptability, conflict resolution, negotiation, networking and relationship building.
• Ability to solve problems and think strategically while leading projects and working crossfunctionally to achieve project objectives and deliverables.
• Ability to establish and maintain multiple sales networks and relationships.
• Ability to understand technical information and communicate it in a clear manner, both written and orally, for a broad range of audiences.
• Professional Sales and Customer Service experience

REQUIRED EDUCATION:

A Bachelor's Degree in Business Administration, Marketing, Finance, Information Technology, or related field.

PREFERRED QUALIFICATIONS

• A Master's Degree in Business Administration, Marketing, Finance, Information Technology, or related field.
• Experience working within airports or the aviation industry.
• Experience with conducting market research and making detailed analyses of data and information and make recommendations.
• Certification in one of the following: Project Management Professional (PMP) from the Project Management Institute (PMI); PMI Agile Certified Practitioner (PMI-ACP) from the PMI; Certified ScrumMaster (CSM); or other relevant certification.
• Active Public Trust Clearance Preferred

The nature of this position requires the employee to work in a highly technical environment. This position requires the ability to work at a fast-paced and potentially high-stress level, and the ability to work the occasional evenings, weekends and holidays. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Diaconia is An Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, gender identity, protected veteran status, or any other basis prohibited by applicable law.