Senior Director Customer Technology and Software

Senior Director Customer Technology and Software

ABOUT USG AND OUR DIGITAL CUSTOMER EXPERIENCE JOURNEY

USG Corporation is an industry-leading manufacturer of building products and innovative solutions highlighted by Sheetrock , Durock , and Securock Brands.

Headquartered in Chicago, USG serves construction markets around the world through its Gypsum, Performance Materials and Ceilings divisions. Its wall, ceiling, flooring, sheathing, and roofing products provide the solutions that enable customers to build outstanding spaces where people live, work, and play.

Capability transformation

USG is evolving its digital customer experience and translating the objective of being easiest to do business with into a sustainable technology roadmap. The digital transformation includes upgrading our technology stack and augmenting our teams, developing new digital platforms, and integrating a best-in-class eCommerce operating model to deliver exceptional customer experience from design planning to order delivery. The digital services are based on to be improved data and process models and will be provided for all our customers in the US, Canada, and LATAM.

ROLE SUMMARY

The Senior Director Customer Technology and Software will assume the key IT leadership role driving USG's digital transformation, building and managing a state-of-the-art software delivery organization, leading the digital roadmap implementation from a technology standpoint and connecting new and upgraded customer solutions to the existing landscape. The role emphasizes cross-functional collaboration and end-to-end ownership of deliverables and focuses both on building the new capabilities as well as continuously improving their effectiveness. USG's digital platform will be available in the US, Canada and LATAM. This role involves providing IT oversight of multiple product teams, each responsible for developing and delivering specific products or features, from ideation to launch and beyond. The Senior Director Customer Technology and Software will provide technical leadership through technical advice by driving innovation across digital customer experience initiatives including, digital marketing, product data management, and customer self-service offerings, and e-commerce order management and will oversee the tech team of the Salesforce platform.

USG offers a hybrid workplace. The office location is Chicago, IL. Minimal travel may be required.

DEFINITION OF THE TEAM

Product teams are composed of individuals with diverse skill sets, including business and IT expertise, who work together to achieve a common goal. These product teams include Marketing and Loyalty, Product Data and Information Publishing, Customer Software and Services, and Customer Portal and Ordering. The Senior Director Customer Technology and Software will assume the IT responsibility. There is a counterpart role on the Marketing side.

The Marketing and Loyalty team is dedicated to delivering a superior digital marketing experience and driving customer retention and loyalty. The Product Data and Information Publishing / PIM team is responsible for delivering easy, efficient, and convenient product discovery and evaluation supported by a comprehensive search function with relevant filtering and personalization. The Customer Software and Services team is responsible for building experiences and applications on the website that help designers, architects, and contractors understand how USG's products will look, feel, and sound in their space. Finally, the Customer Portal and Ordering team is responsible for delivering a seamless eCommerce, and order management experience. The Salesforce team provide solutions for Marketing, Sales, and Service in North America (US, Canada, LATAM).

KEY RESPONSIBILITIES

• Strategic and thought leadership: Implementation of digital roadmap focused on customer experience driving customer satisfaction, lowering cost of sales and increasing reach and access to USG's customers. Provide technical direction and leadership for short- and long-range planning of product teams: Marketing and Loyalty, Product Data and Information Publishing, Customer Software and Services, and Customer Portal and Ordering.
• Product development oversight: Oversee the entire product development lifecycle, from ideation to launch and post-launch support, ensuring high-quality deliverables.
• Innovation and improvement: Drive innovation by identifying opportunities for new features, enhancements, and technology solutions that align with business objectives.
• Resource management: Allocate resources effectively across teams, ensuring optimal use of skills and capabilities to meet project timelines and objectives.
• Stakeholder engagement: Engage with senior leadership and other stakeholders to communicate progress, gather feedback, and ensure alignment with organizational priorities.
• Performance monitoring: Together with the Product Director in Marketing develop and track key performance indicators (KPIs) to measure the success and impact of product initiatives and team performance.
• Quality assurance: Ensure that all products and features meet high standards of quality, usability, and performance.
• Team attraction and development: Hire, mentor and develop team members, fostering a culture of collaboration, innovation, and continuous learning.
• Risk management: Identify potential risks and implement mitigation strategies to ensure successful project delivery.
• Budget management: Oversee budget planning and management for the teams, ensuring cost-effective use of resources.

KEY QUALIFICATIONS

Education and Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Advanced degree (e.g., Master's or Ph.D.) in a relevant field is preferred.
• 10+ years of successful experience in a senior IT/digital leadership role, preferably within an integrated IT organization (product-platform model).

Required Skills

• Extensive experience in web development with deep understanding of MACH (Microservices, API-first, Cloud-native, and Headless) architecture
• Lead and manage development teams, with a proven track record in building effective and high-performing teams in software development.
• Strong understanding of quality assurance practices and performance monitoring
• Strong understanding of digital marketing, product data management, and eCommerce ordering platforms
• Advanced proficiency in specific technologies and tools relevant to digital marketing, product information, and eCommerce ordering platforms
• Knowledge of search functions, recommendation engines, and personalization technologies
• Excellent leadership and team management skills and proven track record in building effective teams using modern tech stack
• Strong project management skills, with successful experience overseeing complex product development projects delivered with outstanding outcomes to internal and external customers
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders
• Strong expertise and demonstrated success in building Agile in a traditional IT and business environment
• Strategic thinking and problem-solving skills, with a focus on continuous improvement

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity. USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values - innovation, quality, integrity, service, diversity, efficiency and safety - have helped us become the company we are today.

EOE including disability/veteran

Department IT Locations Corporate Headquarters Remote status Hybrid Yearly salary $250,000 - $280,000 Hourly/Salaried Salaried Oracle Department Bldg Sys-Customer Service Transformation-136-002|USG Corporation|USG Business Group Oracle Job Title IT.Sr Dir..|E.0.15|USG