Director, Products & Services for Channels

Description Create awesome technology solutions for assisted sales channels.

Join our team We are a customer-driven and outcome-oriented team, making things easy to sell for our sales channels. As part of the System Simplification team, we are responsible for delivering System solutions and supporting an end‑to‑end sales rep experience in physical channels. Our team includes a passionate group of technology strategists, product owners, and business analysts.

Here’s the impact you’ll make and what we’ll accomplish together The Director of Products & Services for Channels plays a critical, strategic leadership role, operating under the VP of System Simplification. This position is central to enhancing the effectiveness and efficiency of our global sales and support channels through advanced technology solutions.

Key Responsibilities and Scope

Technology Strategy and Solution Delivery: You will lead and support a geographically dispersed, global team dedicated to the creation, development, and implementation of best‑in‑class technology solutions.

Cross‑Functional Partnership and Alignment: A core function of this role is fostering deep, collaborative partnerships. Your team will be the primary liaison between the Channel organization and the Chief Information Officer (CIO) teams.

Simplifying the Channel System Sales Rep Experience: You will own delivering the best sales rep experience, representing the needs of Channels within the new System Simplification team. This includes ideation, requirements gathering (ensuring Channel priorities are scoped), overseeing development for operational readiness, and post‑launch monitoring for continuous improvement and adoption.

Here’s how Channel System Strategic Platforms

Oversee capital sustainment and strategic portfolio enablement for the extended channel ecosystem, encompassing: CPMS, NCCS, Channel Portal, QSM, Channel Dashboard, and D2C1/Territory Management.

Collaborate with the Chief Information Officer (CIO) to develop short‑term delivery plans (in‑year) and establish the long‑term roadmap and North Star vision (3+ years).

Ensure the successful delivery of new capabilities through rigorous release change management, comprehensive testing, and close collaboration with channel stakeholders.

Lead and provide project enablement support for initiatives impacting the platforms within the portfolio.

Maintain operational continuity ("lights‑on" support) for MDU salesforce capabilities, ensuring the support of agreements/contracts and enablement for the CST sales team.

Partner with the MDU team to define a strategic direction and North Star vision for the platform.

Channel System Testing

Provide support for end‑to‑end testing across channel sales experiences, encompassing all sales channel personas.

Advocate for the evolution of User Acceptance Testing (UAT) across the various testing teams within the organization, including the transition of increased ownership to Quality Engineering.

Strategically advance the team’s capabilities to reduce capital expenditure through 'shift‑left' testing, in partnership with the Chief Information Officer (CIO).

Formulate a strategy for simplifying testing automation while preserving the core focus of 'user' testing as distinct from functional testing.

Channel System Support

Manage and resolve sales representative ticket submissions, triage issues with platform owners/CIO, and serve as the initial point of contact for sales team support.

System Issues/Bugs: Serve as the central point of contact for escalating system issues across all sales channels and assist in prioritizing defects with the platform teams.

Collaborate directly with the CIO reliability team, providing on‑call support during incidents, participating in post‑mortems, and actively representing all sales channels.

Partner with the Channels business continuity operational team and act as the sole point of contact for system escalations affecting representatives.

Qualifications

You are known for understanding human behaviors and creating exceptional customer and team member experiences for sales channels, with in‑depth experience designing and delivering integrated journeys in complex and matrixed environments.

You are a go‑to for framing complex business and customer problems into well‑defined technology enablement outcomes for the team to effectively execute against.

You bring critical problem‑solving skills with a reputation for effectively anticipating and assessing risks, persevering through challenges, contingency planning, leading change, and effectively communicating business outcomes to diverse leaders in complex environments.

You are a cross‑functional collaborator, driving decision‑making and alignment across business units leveraging feedback from channel and stakeholder teams, including the prioritization of decisions in a matrixed organization to manage high‑volume workloads.

You have a knack for hiring, coaching, and growing top talent while leading and inspiring diverse teams through change and ambiguity.

You have experience in strategic and customer‑focused roles, ideally within the retail or high‑tech industries.

You are the missing piece of the puzzle You are likely in a similar technology leadership position today, with many of the following abilities and experience items:

5+ years in a people leader role, with demonstrated leadership performance and career progression.

You have demonstrated experience in driving targets and outcomes, making prioritization decisions and synthesizing information to enable executive decision‑making.

Your personal brand includes curiosity, adaptability and out‑of‑the‑box thinking, while staying on top of key industry trends around the retail sales landscape and journeys.

You are a servant leader who is self‑reflective with proven coaching and performance management skills while fostering a continuous improvement and open feedback culture.

Great‑to‑haves

5+ years in a people leader role, with demonstrated leadership performance and career progression.

You have demonstrated experience in driving targets and outcomes, making prioritization decisions and synthesizing information to enable executive decision‑making.

Your personal brand includes curiosity, adaptability and out‑of‑the‑box thinking, while staying on top of key industry trends around the retail sales landscape and journeys.

You are a servant leader who is self‑reflective with proven coaching and performance management skills while fostering a continuous improvement and open feedback culture.

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