Associate Director, Delivery Solutions

Why iCrossing

For over 20 years, iCrossing has been partnering with the world’s largest B2B and B2C brands to provide connected marketing & technology solutions that transform brand experiences and marketing strategies into superior business outcomes. Our human centric approach evolves customer experience, employee experience, and user experience across digital and physical channels powered by data and intelligent creative.

We believe our biggest asset is our combination of different backgrounds, cultures, and disciplines that come together to form iCrossing community. What we do starts with our people.

We are part of the Hearst Corporation, the world’s leading media, entertainment, and content company, which gives us access to the most valuable data and insights, talent and audiences.

About this job

The Associate Director, Delivery Solutions will be accountable for overall program health with a focus on profitability, operational excellence, risk mitigation and resolution, and overall delivery of the assigned program. He/she/they will build strong relationships with all parts of the business and the client to define viable approaches/methodologies for delivery in line with relevant industry standards and best practices.

Candidate will have a proven record of accomplishment in leading and managing complex integrated digital solutions for large multichannel clients, with teams based around the world. Candidate should have the ability to lead multiple projects through scope/discovery, estimation, design, development, implementation, and post deployment activities such as maintenance and enhancements. Candidate will have experience supporting the pursuit of new business and organic growth opportunities.

The ideal candidate will have a solid background in Agile methodologies as well as experience managing repeatable executional processes; especially the management of multiple and simultaneous projects. He/she/they should have significant experience in people management, strong team leadership, and complex delivery management with both internal and external teams.

What you’ll do

• Lead day-to-day execution of assigned client program, including direct management of the Delivery Solutions team members working within that program.
• Ensure resources are allocated and staffed to facilitate delivery, including collaboration with Discipline Leads to ensure alignment to program delivery plans.
• Build dynamic partnerships across iCrossing practices and client teams to best support program goals and evolve delivery approach to stay in alignment with client business needs.
• Collaborate with portfolio lead(s) to ensure program aligns to client and portfolio outcomes.
• Manage cross-functional teams (including direct and matrixed).
• Manage budget, resource allocation and balance across multiple client contracts.
• Manage and report on the overall business’ health of your portfolio, both operationally and financially (profitability, burn, efficiency). Proactively identify action plans to resolve program issues.
• Interact with day-to-day client contacts regarding projects/programs, expected business outcomes, contract / engagement administration (SOWs, Change Orders, etc.).
• Enforce delivery excellence and compliance while managing the quality and timeliness in order to deliver on time, within budget, meet revenue / margin targets and meet contractual obligations.
• Identify risks. Develop and execute plans for risk mitigation.
• Research and propose cost effective solutions to address client business challenges.
• Use and improve standard delivery methodology for delivering program goals (e.g. agile, waterfall, iterative) while effectively using program management tools, technology management tools, knowledge repositories and team collaboration systems (Smartsheet, Jira, Confluence, AirTable, Teams, Slack, Box, etc.).
• Contribute to engagement reviews with client on periodic basis.
• Travel 2-3 times per quarter for client or team workshops or planning sessions.

Who you are

• You have been working in program/project/team management for 10+ years.
• You have 6+ years of Digital/Marketing Agency experience managing medium and large engagements. Experience in consulting or business analysis is a plus.
• Your knowledge of agile methodologies is strong and you have prior experience working in an agile environment.
• You possess strong client, project management, technical project management, and organizational skills.
• You have a proven ability to multitask and manage a portfolio of projects (multiple work-streams) effectively and efficiently. You can balance both managing projects directly and supervising project managers on your program.
• You have demonstrated leadership ability, especially to drive action within a matrixed organization.
• You coach, mentor, train and manage your team by empowering and guiding them.
• Your experience in technical projects combined with your client interfacing experience allows you to communicate complex technical concepts to non-technical audiences.
• You effectively manage and set client expectations with client project owners and client management leadership providing strategic thinking and planning.
• You regularly interact, manage and influence key stakeholders.
• You are known for your ability to provide proactive and assertive leadership in problem solving, managing financial success of projects, and maintaining timelines.
• You have a strong understanding of financial, budget and vendor contract management.
• You plan, scope out and estimate complex strategic, creative, technical development, and media engagements.
• You have an understanding of business requirements, user stories, and acceptance criteria.
• You understand and have overseen UX/Design processes. You understand how to facilitate effective interactions between UX/Design and Technology.
• You have exceptional verbal, written and communication skills.
• You have the ability to adapt to rapidly changing business needs and priorities.
• You have a positive “can do” attitude with a focus on the success of the team over individual successes.
• You apply ingenuity and determination to find the best possible options to support business needs.
• You take ownership of outstanding issues, is accountable, and establishes a high level of credibility with others in the organization.
• You respect other people's opinions and suggestions and work to create an “environment of trust.”

Our Mission & Values

The iCrossing mission is to Transform Experiences. The “we” is implied, but never taken for granted. This mission impacts the way we work, the way we think, the way we treat one another, and the way we evolve into what we want to be. We operate as a community of humans, and we can adapt and evolve because we are guided by values not rules. Our core values map back to our vision.

Be Kind: lead with compassion. What you truly know about someone’s life is very little.

Lead with Candor: know the line. Is what you say true, good, and useful?

We Before Me: lead for others. The sum is always going to be greater than the parts.

We evolve clients for a human-centric future - creating a better world for everyone.

Benefits

iCrossing offers a range of employee benefits including generous PTO, 11 paid holidays, 401k + company match, full medical/dental/vision coverage, FSA & HSA options, family leave, commuter benefits, and more.