IT Manager

The IT Manager, Digital Customer Experience is the technical product owner for Solstice customer-facing platforms across the pre-purchase, purchase, and post-purchase journey. The role translates customer and business needs into secure, scalable digital capabilities and is accountable for product roadmaps, delivery, platform performance, adoption, and measurable business value. This manager partners with Commercial, Marketing, Customer Experience, Supply Chain, R&D, Product Management, IT teams, and strategic vendors.

Key Responsibilities

• Own the product roadmap, backlog, priorities, and release plans for the corporate website, eCommerce, customer portal, product information, search, analytics, and related integrations.
• Translate customer journeys and business requirements into product capabilities, user stories, acceptance criteria, and sequenced delivery plans.
• Partner with business stakeholders to simplify product discovery, ordering, delivery visibility, documentation, service, and support.
• Provide technical product leadership across integrations with CRM, ERP, order-to-cash, supply chain, quality, identity, data, and analytics platforms.
• Ensure solutions meet enterprise requirements for architecture, cybersecurity, privacy, data governance, reliability, scalability, and supportability.
• Lead cross-functional teams and vendors through design, development, testing, deployment, stabilization, and transition to support.
• Manage delivery plans, risks, dependencies, budgets, resource needs, vendor performance, and stakeholder communications.
• Drive platform adoption, change management, operational excellence, root-cause resolution, and continuous improvement.
• Define and report KPIs that connect platform delivery to customer experience, productivity, growth, reliability, and cost-to-serve.
• Bachelor’s degree in information technology, computer science, engineering, business, or a related field, or equivalent experience.
• 7+ years of experience in technical product management, digital platforms, enterprise applications, or digital transformation.
• Experience delivering customer-facing technology in a complex B2B, industrial, manufacturing, chemicals, or similarly integrated environment.
• Demonstrated techno-functional expertise in commercial and customer-facing digital platforms, including CRM, customer portals, digital commerce, PIM, and API integrations.

Proven experience configuring solutions, optimizing business processes, and delivering scalable business outcomes through platform capabilities.

• Experience managing Agile delivery, product backlogs, releases, vendors, budgets, risks, and cross-functional stakeholders.
• Strong communication and leadership skills, with the ability to translate between business, customer, product, and technical teams.

Preferred Experience

• Experience with Magento or SAP Commerce, customer portals, DXP/CMS, PIM, enterprise search, SAP, Salesforce, analytics, or comparable technologies.
• Experience with customer journey mapping, Agile product practices, change management, AI or automation use cases, and regulated or security-conscious environments.

Measures of Success

• Increased digital self-service, adoption, customer satisfaction, and ease of doing business.
• Reduced customer friction, inquiry volume, manual effort, cycle time, and cost-to-serve.
• Improved order visibility, delivery predictability, platform reliability, data quality, and security.
• Roadmap outcomes delivered with strong quality, stakeholder alignment, budget discipline, and measurable value realization.