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IT Platform Operations Manager

Company: American Red Cross
Location: Raleigh
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?

Job Description:

The work location for this exciting opportunity is virtual. The selected candidate will work 100% remotely from home and can be located anywhere in the United States with a preference to work East Coast hours for 8am EST meetings with offshore teams.

Position Summary:
The American Red Cross seeks a creative and energetic IT Platform Operations Manager to join our Fundraising & Marketing Technology Group (FMTG) in supporting applications that help to deliver 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 applications at RedCross.org and Redcrossblood.org, an internal gift management platform, as well as several other business systems tied into a corporate intranet called The Exchange.

Top candidates for this role will have recent significant experience with a recognized brand as a hands-on IT Platforms Operations Manager supporting large-scale commerce and/or content management platforms, and their end-users.

Under supervision of the Senior Director, IT Platform Operations, you will:
• Provide leadership in establishing, evolving, and operating a metrics-driven, framework-based, global IT operation supporting FMTG's "Run the Business" needs.
• Establish key performance indicators and service level agreements for continually improving the performance of IT operations.
• Lead collaboration with other IT groups to coordinate continual ITSM excellence.
• Ensure customer focus and satisfaction amongst business users, product/product development, security, and infrastructure areas. Acting as a customer advocate, frequently communicating, and engaging the "voice of the customer" and managing customer expectations as well as providing meaningful, actionable analysis of operations data
• Research and recommend innovative IT solutions to improve efficiency and reduce operational costs.
• Lead issue resolution and Incident Management activities as delegated by team leadership.
• Provide leadership, decision-making support and direction in a matrix environment to ensure reliable operation of FMTG platforms.
• Liaise with offshore team and clients for resolving technical dependencies, issues, and risks.
• Provide on-call support when necessary.
• Rotate schedule with others for off-hours coverage.

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

To qualify, you must have:
• 7+ years of work experience in an environment operating e-commerce and/or content management platforms for a recognized brand.
• Bachelor's degree in Computer Science, or another related field or its equivalent.
• Have exceptional interpersonal, communication and organizational skills, and be able to collaborate effectively within a diverse corporate and client environment.
• Have technical skills that allow you to quickly learn and understand the technical aspects of our platforms:
o Adobe Experience Cloud
o Custom .NET applications
o Custom JAVA/spring micro-services
o AWS and/or Azure
• Demonstrate experience in Program Management, leading concurrent complex cross functional programs and influencing senior leaders.
• Be able to analyze data, set priorities, and shape results in a corporate environment.
• Self-started, self-driven, problem solver with strong ownership and commitment.
• Possess the ability to adapt fluidly and manage tense situations.

Nice-to-have experience that would put you at the top of the candidate pool:
• 3+ years of work experience supporting Adobe Experience Cloud products including:
o Adobe Experience Manager
o Adobe Analytics
o Adobe Target
o Adobe Campaign
• 3+ years of work experience supporting custom .NET applications.
• AWS Certified Cloud Practitioner or Microsoft Certified: Azure Fundamentals, or better.
• Significant experience with instrumentation tools such as New Relic, Prometheus or similar.

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: $115K - $130K +/- 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.


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, Raleigh , IT Platform Operations Manager, Other , Raleigh, North Carolina

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