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Manager of Operations, User Experience

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This position is responsible for the operation of a department. An individual in this position will be expected to perform additional job related
responsibilities and duties as assigned and/or necessary.

Essential Functions:

Manages continuous improvement of user experience (UE) tools, documentation, and process by forecasting and allocating resources to meet global
business objectives; implementing the vision for the resource forecasting, management, and analysis of tools and systems;
ensuring standards and guidelines documentation and communication tools for the user experience practice are maintained; identifying opportunities for improvement of these
tools; and evaluating effectiveness of internal processes, standards, guideline documentation, and third party communication kits.
Identifies and pursues opportunities for operational improvements by conducting department strength, weakness, opportunity, and threat (SWOT)
analysis to inform department business priorities and resource forecasts based on product development growth and annual budget; evaluating and
suggesting improvements to better enhance product and partner performance as part of ongoing vendor management efforts; and contributing to the
improvement of existing products, processes, and services to achieve greater business results through productivity, efficiency, customer satisfaction,
and profitability.

Manages User Experience project portfolios by contributing to the vision and scope of portfolio; organizing and sharing expertise across cross
functional stakeholders (for example, User Experience, Product, Strategy); establishing project plans; setting milestones; tracking expenses against
budget; serving as escalation point for the project team to resolve issues; defining success metrics; tracking progress towards metrics; and following
up with Analysts and partners to ensure metrics are met.

Provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and
ensuring diversity awareness.

Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by
implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing
business processes and practices.

Coordinates, completes, and oversees job-related activities and assignments for User Experience Operations by developing and maintaining
relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and
objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and
demonstrating adaptability and promoting continuous learning.


An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position.
Customer/Member Centered: Focus on the Customer/Member - Reviews customer/member-focused data and adjusts performance to address
findings. Promotes and supports associate efforts to exceed customer/member expectations. Informs associates on how to identify and locate
resources to meet the diverse needs of customers/members.

Judgment: Use Appropriate Judgment - Identifies, reviews, and applies policies and procedures to make informed judgments. Identifies and uses
facts, information, and expertise to set priorities and make informed decisions. Uses data and evidence to determine the causes of problems and
develop solutions to address them.

Execution and Results: Manage Execution and Results - Holds associates accountable for completing work within expectations and time
requirements. Plans and manages own and others' time, based on business priorities, and follows up to ensure all work requirements are completed
in a timely and accurate manner. Identifies and obtains the resources needed to complete projects. Encourages associates to strive for excellence,
efficiency, and quality in work practices.

Planning and Improvement: Plan and Pursue Team-Based Improvement - Coordinates and aligns planning with organizational initiatives and
direction. Looks at work plans and makes changes, as needed, to achieve team or work group objectives. Sets realistic timelines for goal
accomplishment. Improves work processes and practices to increase performance and results.

Influence and Communicate: Increase Commitment - Promotes ideas and links them to business needs and benefits. Builds trusting, cooperative
relationships and alliances with others, inside and outside of the organization. Effectively communicates clear, up-to-date information on business
plans and priorities (for example, change initiatives). Shares experience and ideas with associates across the organization.

Ethics and Compliance: Manage Ethics and Compliance - Instructs associates on how to act in accordance with policies and procedures, and
supports their efforts in doing so. Ensures associates demonstrate the highest standards of integrity and ethics in work situations. Corrects ethical and
compliance issues, enforcing compliance and administering appropriate consequences as needed.

Adaptability: Quickly Adapt - Demonstrates creativity and strength in the face of change, obstacles, and adversity. Adapts to competing demands and
shifting priorities. Updates knowledge and skills to handle new complexities, challenges, and responsibilities. Seeks exposure to new ideas and
perspectives. Helps associates adjust to and develop the capabilities needed to implement organizational change initiatives.

Talent: Supervise Associates - Provides specific, honest, accurate, and timely feedback on associate performance. Assigns tasks to associates that fit
their skill levels and maximize team performance. Uses people processes (for example, selection, development, performance evaluation) to ensure
effective associate performance. Recruits and hires the associates needed to meet business requirements. Teaches, guides, and assists in the
development of associates.

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