Digital Platforms & Operational Resilience Mgr

Job Posting End Date
11-14-2026
Please note the job posting will close on the day before the posting end date.
Job Summary
The position serves as the business owner and delivery leader for customer-facing digital capabilities across web, mobile, IVR, digital assistant, text, email, and emerging customer engagement channels. The role is accountable for translating Customer Collaborative and Operating Company priorities into an executable digital roadmap that improves customer experience, increases self-service adoption, reduces customer effort, and optimizes operational efficiency.
This individual acts as the primary liaison between Customer Care Operations, Operating Companies, the Customer Collaborative, Information Technology, and digital product teams to ensure a consistent, seamless, and customer-centric experience is delivered across all customer interaction channels. The role is responsible for driving adoption of new capabilities, monitoring business outcomes, identifying customer experience gaps, and ensuring technology investments deliver measurable value to customers and the organization.