Overview

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

Responsibilities

As the JPS Voice of Customer Leader, you will function in an executive role, working as a key partner with sales/business development and technical team leaders to capture and deliver strategic program feedback in addition to working with business development and shared services teams to ensure customer feedback loops are appropriately addressed. As the VOC Leader, you will lead and oversee the customer engagement activities, working across program management teams, sales/BD, operations and support, and engineering, to bring continuity to our customer feedback processes as well as provide customer viewpoint on strategic initiatives. You will be responsible for influencing senior leaders within the customer community and third party partners to align and agree to proposed solutions and services, and will serve as the expert on industry standards. This position requires proactive leadership, domain knowledge, exceptional customer communication skills, prior experience with law enforcement and enrollment solutions programs and customer landscape, and maintain an executive presence.

Key to your success will be the ability to effectively balance competing priorities and interests, the ability to lead cross-business teams in a matrix organization, and a relentless drive to ensure our teams are oriented around customer success. In addition to program execution responsibilities, you will be instrumental in growing and expanding criminal justice programs and other strategic initiatives in collaboration with other internal leaders. You will help develop and maintain a top-notch team of program managers, ensuring longevity of the team to support the long-term relationships of our customers. You will also participate in customer meetings and executive level presentations as required.

Job Summary

• Functional management responsibility for Voice of Customer team (SMEs, strategic and competitive influencers, as applicable)
• Responsibility and oversight for the customer facing industry presence and JPS Users Conference
• Responsible for the overall customer satisfaction and client success
• Support and drive strategy for the JPS customer portfolio to ensure long-term success
• Supports business development for the business segment

Essential Job Functions

• Management and supervision of the program managers to accomplish and support company objectives. This function involves providing leadership, coaching, counseling, reviewing, and maintenance of team members and ensuring growth; planning, monitoring, and appraising team member tasks; organizing and monitoring work performance of team members; enforcement of processes, tools, standards, best practices, and techniques established by the organization.
• Management of the portfolio of active contracts and associated customer satisfaction as a key member of the JPS leadership team.
• Key engagement in the support of the portfolio of customer contracts and opportunities overseen by the Program Managers in order to track, support, and ensure alignment and compliance with company goals and objectives. This function involves collaboration with Project and Program management teams to ensure customer satisfaction is fulfilled and customer feedback loops are fully engaged and leveraged.
• User Conference financial management which includes budget management of all aspects of the conference.
• Supports R&D budgeting activities by providing input for JPS program priorities.
• Overall program team development and succession planning in collaboration with JPS Leadership team.
• Ensure compliance with the team’s execution of customer quarterly program and business reviews.
• Ensure compliance of the team’s utilization of existing processes and procedures.
• Support Value Creation Planning (VCP) initiatives specifically focused on the criminal justice business segment.

Qualifications

• Minimum 10 years of customer-facing Program Management responsibilities and experience at a senior level
• At least 10 years of customer-facing Project Management responsibilities and leadership experience
• Minimum 10 years of leading teams
• PMI PMP Certification desired
• Minimum of a bachelor's degree, preferably with a concentration in business administration, software engineering, information technology, or a combination thereof
• Microsoft Office tools, knowledge, and skills (Excel, Word, Powerpoint, Project, Teams, Outlook)
• Relevant experience in a similar technology industry required
• Understanding of government agencies and government procurement processes and procedures