[ajug-jobs] Development Manager – Customer Care - Atlanta

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A new job has been added:

Job ID:               1764
Job Title:            Development Manager – Customer Care - Atlanta
Location:             Atlanta
Business Name:        Clearwire 
Email:        clearwireit at gmail.com

Job Description:
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This position is responsible for the development and improvement of Clearwire's customer care systems. This person will work closely with our CRM vendor, the marketing team, the finance team, the engineering team, local market teams and other information technology personnel to meet challenging development schedules and operational requirements. 

This position requires a highly motivated individual comfortable with rapid changes in direction and environment. The successful candidate will customer oriented, results driven (i.e. metrics oriented) and passionate about building a cost efficient set of applications that meet the company's growth and customer experience requirements. 


Job Responsibilities:

(25%) Deliver new and improved versions of customer care web applications on schedule and within budget. Manage internal and vendor resources to ensure product releases are scoped and prioritized according to customer needs. Work closely with the customer care team to ensure releases are fully tested and meet acceptance test criteria for functionality and speed. Develop a product road map that shows timelines for key features and architecture enhancements. Develop and implement proper customer account management techniques where key business needs are regularly and flexibly prioritized as business needs change. 

(20%) Hire and coach/train the IT personnel that will report to this position. Ensure their performance and career goals are reviewed and discussed with them on regular basis. Ensure vendors and partners deliver product/service to quality, schedule, and budget targets.

(25%) Ensure applications are designed to support instrumentation (i.e. transaction timing) and meet acceptable uptime, performance and throughput requirements as company grows. Work closely with IT Operations team to ensure releases are fully tested and meet entry criteria (will meet volume, back-out, back-up and security testing parameters). Ensure product roadmap captures key operational requirements to address these needs. 

(20%) Ensure we are being cost-efficient. Manage vendors and contractors to get great value. Spend Clearwire money as if it was your own and make sure we do not spend more than budgeted. This will require working closely with engineering to share environments, licenses, networks etc to maximize cost-efficiency

(10%) Help implement, practice and improve the team's development methodology to consistently enhance and predictably deliver product to customers. Assist with development of IT applications and architecture strategy to ensure company is positioned for growth and innovation.


Minimum Qualifications:

The successful candidate will have the following characteristics:

- Organized in their approach and execution, but not requiring bureaucracy or heavy structure - substance is more critical than form
- Drive to do what ever it takes to make sure their systems and team meet the needs of our customers
- Flexibility - we work in a very fluid and dynamic environment - ability to adapt to rapid changes in direction is crucial
- Teamwork - ability to work effectively and build the relationships with both the IT and Customer Care leadership teams
- Work ethic - willingness and enthusiasm to work non-standard hours as needed to get the job done and to meet the needs of our customers
- Ability to learn new things quickly and inquisitive enough to challenge what does not make sense 
- Excellent communication skills
- Demonstrated track record for solution delivery and cost reduction


- 5+ years experience managing Linux or Unix based web development efforts for mission critical applications 
- 3+ years experience with mission critical internet based systems
- 4+ years experience practicing IT customer account management (i.e. prioritizing needs and resources according to customer needs) 
- 4+ years experience leading and coaching IT personnel
- 4+ years experience managing project schedules and budgets 
- 2+ years experience with developing/implementing IT development methodologies 
- 2+ years experience with driving process improvements to improve customer experience with products/services.
- Degree in Computer Science and/or 5+ years related work experience.
- Excellent communication skills
- Passionate orientation and attention to customers
- Prior start-up experience
- Ability to thrive in a dynamic and challenging work environment 


Preferred Qualifications: 

- 3+ years experience with a wireless service provider
- Knowledge/experience with Voice and Data on IP networks


Job Restrictions:
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This job was posted on: 2007-12-05

For more information, please visit: http://www.ajug.org/ajugjobs/showJobDetail.do?id=1764