Mgr CRM Systems (Customer Engagement)

• ( 13710 )

VETERANS' PREFERENCE

Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans' Preference documentation requirements are available by visiting the following link (http://www.dms.myflorida.com/content/download/97612/566545). All documentation is due by the close of the vacancy announcement. The position being recruited is for portfolio: Customer Engagement and Interaction Leads the operation, support, enhancement, and lifecycle management of an assigned portfolio of JEA customer experience and field management applications. Ensures these business-critical applications and their integrations are reliable, secure, compliant, resilient, and aligned with Customer Experience and operational priorities. Provides full people leadership for professional application and business systems staff and partners with business leaders, product owners, IT teams, and service providers. Accountable for service performance, work prioritization, application roadmaps, releases, vulnerability remediation, access controls, vendor and contract performance, budget stewardship, documentation, and management escalation during critical incidents and storm events. Exercises independent judgment in managing an assigned portfolio of integrated JEA customer experience and/or field management enterprise applications. Directs professional application and business systems staff and coordinates work across development, user experience, database, integration, infrastructure, cybersecurity, project delivery, business, and vendor teams. Holds delegated authority for budgets, invoice approval, renewals, contract negotiations, vendor performance, release planning, access governance, audit support, and operational continuity. Decisions may affect customer interactions, revenue processes, field operations, data integrity, regulatory compliance, and enterprise service availability.

ASSIGNED PORTFOLIOS

(one portfolio per manager)

Field Management Operations:

Applications supporting field work planning, scheduling, dispatch, mobile work execution, crew and workforce management, work and asset status, network and outage coordination, geographic and operational information, and related integrations with customer, meter, asset, outage, operational-control, meter events, communication, and enterprise platforms.

Customer Engagement and Interaction:

Customer-facing digital and voice channels, including public websites, mobile capabilities, self-service, content management, interactive voice response system (IVR), user experience, accessibility, contact-center and communication integrations, and related interfaces with customer, billing, payments, meter head-end, field activities, outage data, authentication, and enterprise platforms.

Customer Information and Meter Data Systems:

Applications supporting customer accounts, rates, billing, payments, service orders, meter information and device data collection, validation and management, revenue-related processes, and related integrations with financial, field, asset, geographic, document-delivery, prepay, and enterprise platforms, including modernization and cloud migration initiatives.¿

DUTIES & RESPONSIBILITIES

Directs daily operations, support, maintenance, enhancement, and lifecycle management for the assigned application portfolio, ensuring reliable, secure, and effective service delivery. Establishes service performance expectations and monitors portfolio health, availability, capacity, and operational performance. Plans, organizes, trains, coaches, directs, and evaluates the performance of assigned staff, establishing performance requirements and personal development targets aligned with the JEA Scorecard and Strategic Initiatives, monitoring performance, and providing direction for performance improvement and development. Participates in the development of team goals and objectives; develops tactical plans to achieve success and manages the tracking of progress and execution. Partners with Customer Experience leadership, product owners, business process owners, and technical stakeholders to assess needs, define requirements, prioritize demand, and align application services with business objectives. Translates business needs into application requirements, delivery priorities, and actionable work. Establishes and administers Agile work intake, backlog prioritization, assignment, testing, release, and deployment practices, including coordination of ceremonies, dependencies, and resource capacity. Oversees incident and problem management, root-cause analysis, service restoration, vendor escalation, and corrective action for major or recurring issues; provides management escalation outside normal business hours for critical outages, storm events, security issues, and planned releases. Coordinates timely service restoration and escalation during critical incidents. Provides management escalation outside normal business hours for critical outages, storm events, security issues, and planned releases. Plans and coordinates application upgrades, releases, patches, vulnerability remediation, configuration changes, testing, deployment, rollback, and operational readiness in accordance with change-management and security requirements. Governs application integrations and interfaces across cloud and on-premises environments, including APIs, middleware, data exchanges, batch processes, and dependencies with internal and third-party platforms. Manages assigned vendors, managed service agreements, software licensing, service levels, budgets, forecasts, invoice approvals, renewals, contract negotiations, performance reviews, issue escalation, and contract deliverables in coordination with Procurement, Finance, and Legal. Maintains application access controls, approval processes, periodic reviews, segregation-of-duties requirements, audit evidence, system documentation, operating procedures, and knowledge-management materials. Supports internal and external audits and coordinates responses to application-related findings. Develops and maintains application roadmaps, lifecycle plans, modernization and cloud strategies, continuity and recovery capabilities, risk assessments, and recommendations for technology investment, consolidation, or retirement. Establishes service measures, support standards, and continuous-improvement practices that improve reliability, security, customer experience, team effectiveness, and the value of technology investments. Coordinates application capacity, availability, performance, and resilience planning. Ensures application documentation and knowledge are maintained throughout the application lifecycle. Coordinates cross-functional resources to resolve application, integration, data, and business-process issues. Communicates portfolio status, risks, financial performance, operational issues, and strategic recommendations to management. Ensures application services comply with applicable JEA policies, standards, regulatory requirements, and security controls. Identifies opportunities to improve customer and employee experience through application capabilities, process improvements, and technology enhancements. Supports strategic planning, business cases, procurement activities, and technology investment decisions for the assigned portfolio. Develops, manages, and administers budgets for assigned area. Provides leadership and example in meeting JEA's safety and wellness goals. Performs other job-related duties as assigned.

JOB REQUIREMENTS EDUCATION

: A bachelor's degree in information technology, computer science, information systems, or a related field

AND EXPERIENCE

: Five (5) years of progressively responsible experience in enterprise application analysis, design, implementation, integration, support, or lifecycle management, including two (2) years in a leadership or supervisory capacity OR an equivalent nine (9) year combination of education, experience and/or training.

LICENSE/CERTIFICATIONS/REGISTRATIONS

: A valid driver's license is required prior to appointment and must be maintained during employment in this classification.

PHYSICAL REQUIREMENTS

Sitting Up to 8 hours per day Crawling Up to 1 hour per day Typing Up to 5 hours per day Walking Up to 5 hours per day Kneeling Up to 1 hour per day Data Entry Up to 5 hours per day Standing Up to 3 hours per day Lifting De Minimis Excessive heat Up to 5 hours per day Bending Up to 3 hours per day Pushing De Minimis Excessive cold Up to 1 hour per day Squatting Up to 2 hours per day Pulling De Minimis Dust Up to 1 hour per day Stooping Up to 2 hours per day Climbing De Minimis Humidity Up to 5 hours per day Reaching Up to 2 hours per day

• Stairs Loud Noise Up to 1 hour per day Balancing Up to 1 hour per day
• Ladder Hands in Water Will not generally apply Twisting Up to 1 hour per day
• Stepstool Unusual hearing or vision demands: None Other physical demands or notes:
• JEA employees should not attempt to lift, pull or push a load more than 50lbs.

without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position. The starting salary for professional positions will be determined based on education, licenses, certifications, skills, experience, and alignment with salaries for similar roles within the organization. The starting hourly rate for positions with a pay step plan will be Step 1 of the corresponding union contract.

Work Locations :

225 N Pearl Street 225 N Pearl Street Jacksonville 32202

Job Posting :

Sep 3, 2026, 2:29:36

PM Closing Date :

Sep 20, 2026, 10:59:00 PM