Customer Relations Manager (IT)

Scope of Work / Job Characteristics

The Lead Business Process Consultant is responsible for establishing and maintaining productive relationships among the Department, external customers, vendors, internal IT teams, and various business units. This 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 service delivery
• Investigate, address, and resolve escalated customer relationship issues, ensuring long-term satisfaction and continuous improvement
• Represent the organization in contract-related discussions, including 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 initiatives
• Mentor junior and mid-level consultants, providing guidance on analytical techniques, stakeholder engagement, and process improvement practices
• 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
• Interpret, communicate, and translate business and customer requirements into clear, actionable requirements for IT teams
• Collaborate with IT architecture, development, and operations teams to ensure solutions meet business needs and strategic goals
• Recommend improvements to products, services, and technology solutions to enhance operational effectiveness, financial performance, and customer experience

Process Analysis, Design, and Optimization

• Lead the design, modeling, simulation, and optimization of enterprise processes to improve performance and eliminate inefficiencies
• Oversee gap analyses and define performance metrics to ensure successful transition to improved processes
• 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, and opportunities for improvement through the strategic use of technology
• Support organizational change management initiatives, helping business units adapt to new systems, workflows, and technologies
• Facilitate solution design, build, testing, and rollout activities, ensuring business readiness and alignment with organizational goals

Cross-Functional Collaboration and Communication

• Engage regularly with internal functional groups to clarify requirements, resolve issues, and maintain visibility across initiatives
• Ensure process changes and technology transitions are clearly communicated and supported through appropriate training and documentation

Required Qualifications

A bachelor’s or master’s degree from an accredited college or university in Computer Science, Information Systems, or a related field is required. Equivalent work experience (four [4] years) may be substituted on a year-for-year basis where applicable.

Required Experience, Skills, and Knowledge

• Minimum of seven (7) years of IT experience, including at least four (4) years in process engineering and two (2) years in project management
• Certification in process improvement methodologies and demonstrated proficiency in Lean Six Sigma (Green or Black Belt), Kaizen, or similar frameworks
• Strong ability to map business processes, identify bottlenecks, and analyze inefficiencies
• Familiarity with tools such as Microsoft Visio, Lucidchart, or business process modeling tools (e.g., BPMN tools such as Bizagi or ARIS)
• Strong verbal and written communication, interpersonal, and stakeholder management skills
• Demonstrated leadership and team motivation capabilities

Preferred Qualifications

• Familiarity with regulatory standards relevant to the corrections industry (e.g., Health Insurance Portability and Accountability Act [HIPAA], Criminal Justice Information Services [CJIS] Security Policy)
• Experience designing processes that comply with industry-specific regulatory and security standards