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Sr Director of Customer Facing Systems

Bethesda, MD
The Sr Director of Customer Facing Systems oversees all field systems, rollout, and implementation. The position is also responsible for assisting in architecture planning and contingency provision for all company sites and participating in other projects as requested by executive management.

Essential Functions
  • Oversees and directs the analysis of business requirements, development of current and future growth needs, implementations, testing, training, and documentation of field-based systems
  • Manages support associates, consultants, and third-party vendors
  • Directs projects dealing with upgrades, enhancements, and new functionality on the distributed operations networks and hardware bases
  • Manages technical team supporting customer-facing systems such as POS system, cash and sales management, loss prevention applications, cash counting software, supporting opening and closing of new stores and special projects
  • Responds to field issues, changing priorities, and escalation issues keeping all interested parties abreast of developments and decisions
  • Drives technology innovation by identifying consumer-facing technologies that will help HMSHost gain a competitive edge and assist in achieving its innovation aspirations
  • Optimizes new store opening projects, manages budgets associated with each project, and identifies innovative solutions to save costs
  • Identifies portable technology solutions to reduce overall IT cost

Minimum Qualifications, Knowledge, Skills, and Work Environment
  • Education and Experience: the combination of education and professional experience must exceed 10 years: - - In a leadership role: Requires five years of experience leading a senior-level team of IT professionals engaged in project management and/or managing complex environments
  • In a technical role: Requires 10 years of IT experience engaged in distributed systems environments and POS hardware/software platforms
  • A bachelor’s degree in a program related to the functional area can count for 3 of the ten-year requirement
  • An MBA or a master’s level degree in a program related to the functional area can count for an additional 2 years of the ten-year requirement
  • In the industry: 3-5 years of Hospitality, F&B, and/or Retail experience

Specialized Training
  • Training that leads to exceptional computer software knowledge in food service, retail, distribution, or manufacturing
  • Training that leads to strong technical and functional solution implementation experience, as well as business knowledge relating to retail/food service and ability to make best practices recommendations to users
  • Specialized Skillset/Competencies/Traits
  • Advanced business acumen and also has the strategic mindset required to understand the long-term implications of IT management decisions and to advance the organizations goals
  • Demonstrated history of anticipating the needs of the business and complex stakeholders, the employee population and individual circumstances
  • Demonstrated history of creating and maintaining positive work environments through coaching, developing, and leading teams to achieve common goals
  • Demonstrated experience exhibiting a continuous improvement mindset with the ability to optimize work processes and achieve positive results

  • Requires up to 20% travel to Airport locations and F&B and Retail Center of Excellence locations

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