Solutions Experience Manager - Westlake

Position Summary

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte Technology US (DT - US). We are curious and life-long learners focused on technology and innovation.

Work you'll do

This Solutions Experience Manager will oversee and manage all Deloitte University CXO solutions project initiatives through all phases of delivery (as defined by our CXO Solutions Delivery Framework). These initiatives will include (but are not limited to) Deloitte University experience designs, hardware deployments, application deliveries, change management operations and overall customer support/satisfaction.

This is an in-office role which works 100% onsite (five days a week) at our Westlake, TX Deloitte location.

• Oversee all DU project deliveries inclusive of design/builds, application rollouts and experiential updates
• Manage vendor relationships and conduct routine reviews.
• Utilizing extensive experience and project implementation knowledge to develop plans and execute deliveries
• Develop process improvements to maximize the effectiveness of project deliveries
• Creating operational strategies to achieve transformational experiences at DU
• Implement cost reduction initiatives while maintaining high-quality standards.
• Oversee CXO Solutions project and operational change management for Deloitte University
• Meet with customers and BRM team regularly to foster well established cross departmental and customer relationships

• Oversee the design, test, and deployment phases of new DU solutions and equipment rollout projects. Document and diagram all utilized solutions and signal flows, and train team members accordingly.
• Demonstrate experience with various AV technology and hotel application platforms (e.g., Virtual and Streaming Platforms, Hospitality platforms, building management systems, Point of Sale systems, Attendance/Registration tracking, Appointment Scheduling, Mobile Apps, Communications, Event Analytics).
• Use detailed observation and assessment to identify potential project issues that could impact the DU production environment, based on a comprehensive knowledge of technical configurations and hospitality protocols.
• Be a creative and analytical thinker, capable of handling quantitative and technical duties while managing several simultaneous projects.
• Take ownership and successfully deliver results in a fast-paced, dynamic environment with little to no supervision. Communicate effectively with a diverse audience, propose solutions and explanations in writing, and collaborate with a wide range of teams to oversee projects.
• Stay current with product specifications, engineering technology, and production processes. Develop best practices to improve production capacity, quality, and reliability. Maintain technology documentation and operational upkeep for Audio Video applications/products. Provide training and guidance to team members to accomplish project delivery goals. Investigate problems, analyze root causes, and derive resolutions.
• Maintain vendor relationships and reviews for existing technologies, as well as investigate and implement new vendor technologies.
• Stay abreast of security, privacy, and compliance standards relevant to application management and data stewardship.
• Provide training and end-user support for new or upgraded applications and spearhead change management activities.
• Manage all asset inventory, assignment, upkeep, tracking, and maintenance.

• Cyber Security
• Technology Support
• Technology & Infrastructure
• Applications
• Relationship Management
• Strategy & Communications
• Project Management
• Financials

• Bachelor's degree or equivalent in Computer Science, Computer Engineering, Business Administration.
• Minimum 6 years of related experience with experiential discovery, project management, change management, customer-facing service and support. Microsoft Outlook, MS Office Suite, Hospitality applications and Virtual Event Platforms (Zoom, Teams, WebEx, etc.).
• Onsite at Westlake, TX Deloitte office (Deloitte University).
• Minimum 1 year of previous people leadership or project management experience.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve

• Demonstrated knowledge of standard AV and hospitality systems including (but not limited to) Cisco, Poly, Crestron, Biamp, Infor HMS, Infor SCS, Infor POS, Honeywell BMS, Lutron Lighting, Etc.
• Proven project management skills to oversee and deploy complex AV and application systems
• Demonstrate strong customer service and business relationship skills while fostering a customer-first approach to all Deloitte University experience deliveries
• Strong teaming skills to bridge cross departmental gaps while delivering projects, ensuring stakeholders are both well informed and involved throughout all project lifecycles
• Ability to exercise sound and rational judgment based on a comprehensive knowledge of project implementations and change management.
• Ability to articulate accurately and efficiently when reporting on project timelines and key milestones.
• Quickly analyze probable causes and options, then execute Standard Operating Procedures (SOP) fail-over procedures.
• Well versed in vendor management and evaluations to ensure correct services, processes, and policies are adhered to.