Manager, Customer Relations

INTERVIEW= Onsite / VirtualJOB TYPE= OnsiteScope of Work/Job CharacteristicsThe Lead Business Process Consultant for the Offender-Based Information System (OBIS) Modernization Program within the Business, Change, and Training workstream is responsible for establishing and maintaining productive relationships among the Department, external customers, vendors, internal IT, and various business units. In this capacity, the role provides strategic oversight for process improvement initiatives while offering mentorship and quality assurance for the Business Process Consultant team.Strategic Relationship and Stakeholder Management" Establish, manage, and maintain strategic relationships with external customers across one (1) or more business segments, ensuring a clear understanding of needs, expectations, and service requirements;" Act as the primary liaison between the enterprise, functional IT teams, end users, vendors, contractors, and consultants to ensure consistent, high-quality communication and delivery of services;" Investigate, address, and resolve escalated customer relationship issues, ensuring long-term satisfaction and continuous improvement; and" Represent the organization in contract-related discussions by contributing to contract negotiation, administration, performance monitoring, and vendor management.Leadership of Business Process Consulting Function" Provide leadership, direction, and oversight to Business Process Consultants performing systems process analyses, process redesign, and business process engineering activities;" Ensure consistent methodologies, documentation standards, and best practices are applied across all process engineering projects;" Mentor junior and mid-level consultants, providing guidance on analytical techniques, stakeholder engagement, and process improvement practices; and" Allocate work, set priorities, and oversee delivery across multiple concurrent projects and business units.Business and Technology Alignment" Lead efforts to evaluate business processes and align them with current and future IT solutions supporting modernization efforts;" Interpret, communicate, and translate customer and business requirements into clear, actionable requirements for IT partners;" Collaborate with IT architecture, development, and operations teams to ensure designed solutions meet business needs and strategic goals; and" Propose changes to products, services, and technology solutions that improve operational effectiveness, financial performance, and customer experience.Process Analysis, Design, and Optimization" Lead the design, modeling, simulation, and optimization of enterprise processes to improve operational performance, eliminate inefficiencies, and support modernization;" Oversee gap analyses and define measures for process performance, ensuring the program area successfully transitions to improved processes; and" Drive process governance, ensuring defined processes are communicated, adopted, and maintained across the organization.Internal Consulting and Organizational Change Management"Advise leadership on process trends, operational risks, modernization opportunities, and the strategicuse of technology;"Support organizational change management activities, helping business units adapt to new systems,redesigned workflows, and evolving technology capabilities; and"Facilitate solution design, build, testing, and rollout activities, ensuring business readiness andalignment with program goals.Cross-Functional Collaboration and Communication"Regularly engage with internal functional groups to clarify requirements, resolve issues, and maintainvisibility across projects and operational areas; and"Ensure process changes and technology transitions are clearly communicated to stakeholders and supported through appropriate training and documentation.Required QualificationsA bachelor's or master's degree from an accredited college or university in Computer Science, Information Systems, or other related field, or four (4) years of equivalent work experience is required. Relevant experience may be substituted for education on a year-for-year basis when applicable.The Department requires the following experience, skills, and knowledge for this position:"Minimum of seven (7) years in IT experience, with at least four (4) years in process engineering,and two (2) years in project management;"Certification in Process Improvement Methodologies and demonstrated proficiency in methodologiessuch as Lean Six Sigma (Green or Black Belt), or Kaizen;"Strong skills in mapping out business processes, identifying bottlenecks, and analyzinginefficiencies."Familiarity with tools like Microsoft Visio, Lucidchart, or specialized business process modeling tools(e.g., Business Process Model and Notation [BPMN] software like Bizagi or ARIS);"Strong verbal and written communication skills and interpersonal skills; and"Strong leadership and motivational skills.NOTE: In addition to the above list, the selected Candidate must successfully complete a Level II Background Check.Preferred QualificationsThe Department prefers the Candidate to have the following experience, skills, and/or knowledge for this position:"Familiarity with regulatory standards relevant to the corrections Industry (e.g., Health InsurancePortability and Accountability Act of 1996 [HIPAA], Criminal Justice Information Services [CJIS]Security Standards, etc.); and"Experience designing processes that comply with industry-specific standards.