Director, Digital Customer Experience

Director, Digital Customer Experience

Virgin Galactic is currently seeking a highly skilled Director, Digital Customer Experience to join the IT leadership team to help lead the development and evolution of our digital customer platform to enable a bespoke and exclusive customer journey. Reporting directly to the Chief Information Office, the Director, Digital Customer Experience will lead the delivery of a seamless, sustainable, and innovative digital platform that engages the customer and supports their journey from prospect to astronaut, driving trust and brand affinity. The Director, Digital Customer Experience will be responsible for planning, secure development, integrations, testing and support of the digital customer platform for the enterprise.

With responsibility for the end-to-end solution, the ideal candidate will have a strong background in developing digital business to consumer solutions for a luxury brand(s). The platform will require multiple integrations, including SalesForce, credit card / bank payment processing systems, and content / document management systems. This role will collaborate closely with our Customer Experience and Sales teams as well as our third-party design and development agencies, requiring strong communication, interpersonal, and project management skills.

Responsibilities

• Provide strategic direction and leadership to a development and support team consisting of individual contributors, in-house and outsourced teams to ensure projects are delivered on time, within budget, and meet functional and security requirements.
• Maintain robust development processes and ensure that requirements are defined, tracked and communicated in a consistent and effective manner, incorporating effective release, change and risk management controls.
• Build and manage relationships with senior leaders within the IT organization and the business / functional teams.
• Create IT and business cross-functional teams optimized for successful delivery of programs.
• Build and execute platform roadmaps to support corporate strategy and goals / timelines.
• Manage vendor relationships and third-party service providers, ensuring adherence to SLAs and contractual agreements.
• Drive continuous improvement initiatives to optimize processes, enhance efficiency, and deliver maximum value to the organization.
• Stay abreast of industry trends and emerging technologies, providing recommendations and insights for future initiatives.
• Work with Customer Service, Information Security, and Infrastructure & Operations teams to ensure seamless, rapid response and resolution of platform related service support cases.
• Identify gaps & issues in technical requirements, processes, or projects, and actively address in collaboration with the business solutions and project delivery teams.
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed.
• Manage the Digital Customer Experience budget and provide input on the administration of related operating and project related budgets.
• Author reports, documents, and present analyses, project status, risks and issues, as well as provide remediation plans.

Required Skills and Experience

Preferred Skills and Experience

The annual U.S. base salary range for this full-time position is $126,900.00$203,075.00. The base pay actually offered will vary depending on job-related knowledge, skills, location, and experience and take into account internal equity. Other forms of pay (e.g., bonus or long term incentive) may be provided as part of the compensation package, in addition to a full range of medical, financial, and other benefits, dependent on the position offered.

Virgin Galactic is an aerospace and space travel company, pioneering human spaceflight for private individuals and researchers with its advanced air and space vehicles. We are making the dream of space travel a reality, delivering spaceflight at an unprecedented frequency, with the development of next generation space vehicles.

EEO Statement Virgin Galactic is an Equal Opportunity Employer; employment with Virgin Galactic is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, gender identity, national origin / ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status.

DRUG FREE WORKPLACE Virgin Galactic is committed to a Drug Free Workplace. All applicants post offer and active teammates are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies. This can include pre-employment, random, reasonable suspicion, and accident related drug and alcohol testing.

PHOENIX EMPLOYMENT REQUIREMENTS For individuals seeking employment at our Phoenix Mesa Gateway Airport facility, employment is contingent upon you obtaining and maintaining a TSA authorized security badge. This includes initial and annual mandatory background checks that are governed by TSA, and conducted by the Phoenix Mesa Gateway Airport badging office.