Job: BID Support Manager

COMPANY OVERVIEW Alliance Data® (NYSE: ADS) and its combined businesses is North America's largest and most comprehensive provider of transaction-based, data-driven marketing and loyalty solutions serving large, consumer-based industries. The Company creates and deploys customized solutions, enhancing the critical customer marketing experience; the result is measurably changing consumer behavior while driving business growth and profitability for some of today's most recognizable brands. Alliance Data helps its clients create and increase customer loyalty through solutions that engage millions of customers each day across multiple touch points using traditional, digital, mobile and other emerging technologies. Headquartered in Dallas, Alliance Data and its three businesses employ approximately 11,000 associates at more than 70 locations worldwide. Alliance Data consists of three businesses: Alliance Data Retail Services, a leading provider of marketing-driven credit solutions; Epsilon®, a leading provider of multichannel, data-driven technologies and marketing services; and LoyaltyOne®, which owns and operates the AIR MILES® Reward Program, Canada's premier coalition loyalty program. For more information about the company, visit our web site, www.AllianceData.com , or follow us on Twitter atwww.twitter.com/AllianceData.

BID Support Manager Job Report this job JOB DESCRIPTION The Business Information Delivery (BID) Support Manager is responsible for the management of both the Production Support and User Support teams within the BID department. This position requires the ability to communicate effectively across all levels of Alliance Data Retail including the retail client base. This position will develop and lead a customer-driven support team for all activities related to technical and user support of the EDW (Enterprise Data Warehouse). This position manages a 24x7 production support team who are responsible for scheduling production data ETL jobs, the consistent monitoring of the schedules, and successful completion of daily processing. This customer focus team will be the primary interface for all BID end users for the EDW, Business Intelligence (BI), Data Governance, audit and Business Continuity. Additionally, this associate is responsible for creating and maintaining the production and user support processes to ensure compliance to audit and other regulations and/or based on audit findings. ResponsibilitiesCreate and lead a Customer-driven, client-focused development and user support team * This position will establish the effective processes needed to monitor production jobs, and ensure the completion of the technical activities of the systems support team * This position will need to ensure that BID continues to provide a high level of support to internal and external users and customers and that database access requests, processes and support activities are meeting established information security policies; Ensure process for access permission requests to EDW, etc. are followed and approval documentation is maintained. * Develop and maintain user documentation, such as data dictionaries, training materials, tip sheets, FAQs, etc. * Acts as conduit for gathering/addressing questions regarding data governance activities; ensure the timely facilitation of the data governance tools including application upgrades, etc. Builds effective, collaborative work relationships throughout the organization * Establish relationships with the leaders of all of the BID user communities to build agreed upon response times, monitor SLA’s and report out on impacts as well as standard maintenance efforts. * Establish processes to facilitate adherence to processes, schedules, etc. based on user/client feedback * Establish relationships with internal and external auditors; acts as conduit for all documentation requests. Builds effective enterprise-wide Communication : * This position will need to ensure the clarity and accuracy of outbound communications, message boards, dashboards, etc. as well as the timeliness of these communications for the user community regarding the EDW, CPM, etc. databases, reports, etc. Builds a high performance team * Effectively and efficiently manages the daily operations, workload, and personal development of the team. Continuously develops associates through leadership and coaching * Champions organizational change efforts, philosophies and initiatives through research and analyses that influence business policies and procedures. Educate the Organization: * Educate the organization about the Business Information Delivery support groups providing for appropriate training in order to successfully implement portfolio management. * Provides information to and/or trains others both internal and external to the organization about the Production/User support teams and their duties as related to the EDW, file transmissions, reporting, etc. Ensure the completeness and quality of all System Support-related processing documentation and Works effectively and communicates with internal and external clients, third party vendors, and senior management to ensure a thorough understanding of the assigned project status. * Works closely with the Project Sponsor and stakeholders to facilitate decisions and resolve issues necessary for resolution of issues, questions, etc. JOB REQUIREMENTS Educational Requirements: * Bachelor’s degree in Computer Science, Business Administration or a related program of study Experience in the following: * 3 or more years of experience in a retail, technology or professional services organization * Strong analytical and problem solving skills * Personnel management and strong communication skills * A proven track record for establishing successful customer service initiatives * An ability to work well under pressure (24-hours support team * Customer service quality improvements: by studying, evaluating and re-designing user support processes * Coordinated and/or implemented customer support workflow and procedures * Defined SLA and communicate customer service standards * Oversaw the achievement and maintenance of agreed customer service levels (SLA) and standards * Tracked and monitored users reported issues to ensure resolution in a timely manner * Ensured the necessary resources and tools are available for quality customer service delivery * Identified and implemented strategies to improve quality of customer service, efficiency * Collaborate with customer support teams to ensure successful implementation of user support workflow * Oversaw and/or created process and tool to drive more efficiency and scalability * Identified and addressed staff training needs * Maintained knowledge of industry trends and practices for potential business impact and future enhancement Compensation and Benefits Alliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k). Conditions of Employment All job offers are contingent upon successful completion of credit and background checks. About Our Team Let's face it; it's a brand loyal world we're living in, which is why Alliance Data Retail Services offers integrated private label and co-brand credit card programs enhanced by integrated marketing services. We manage over 90 credit programs for America's most recognized retailers, helping them sell more and improve customer loyalty. About Us Alliance Data® (NYSE: ADS) and its combined businesses is North America’s largest and most comprehensive provider of transaction-based, data-driven marketing and loyalty solutions serving large, consumer-based industries. The Company creates and deploys customized solutions, enhancing the critical customer marketing experience; the result is measurably changing consumer behavior while driving business growth and profitability for some of today’s most recognizable brands. Alliance Data helps its clients create and increase customer loyalty through solutions that engage millions of customers each day across multiple touch points using traditional, digital, mobile and other emerging technologies. Headquartered in Dallas, Alliance Data and its three businesses employ approximately 11,000 associates at more than 70 locations worldwide. Alliance Data consists of three businesses: Alliance Data Retail Services, a leading provider of marketing-driven credit solutions; Epsilon®, a leading provider of multichannel, data-driven technologies and marketing services; and LoyaltyOne®, which owns and operates the AIR MILES® Reward Program, Canada’s premier coalition loyalty program. For more information about the company, visit our web site, www.alliancedata.com, or follow us on Twitter via @AllianceData. Report this job