As the Digital Transformation Program Manager, you will lead in strategizing, planning, and executing on a digital transformation plan for enhancing customer experience and building a pipeline of sustainable, profitable revenue streams through the implementation, sales and marketing of technology solutions and services at the two Airports.
Serves in the MWAA Labs Department of the Office of Technology at the Headquarters Office.
Strategizes and leads high impact digital transformation and passenger engagement initiatives to enhance customer experience at the Airports. Creates and drives strategies for optimizing on digital revenue opportunities within the Airports. Leads project teams and cross functional committees, facilitating discussions and building consensus with all involved stakeholders throughout the digital transformation and passenger engagement process. Performs related functions.
Defines and drives the execution of a digital transformation roadmap that encompasses programs and initiatives for customer engagement, passenger journey improvements, and digital revenue generation. Works closely with MWAA Labs and other Office of Technology departments to achieve this mission.
Exercises a data-centric approach to gathering customer insights and develops and implements customer engagement strategies to drive marketing, CRM, loyalty programs, airport retail marketplace offerings and more.
Develops, plans and executes on digital revenue strategies for leveraging digital advertising opportunities across a range of mediums within the Airports, including airport digital signage, web, mobile and Wi-Fi.
Manages and drives revenue generation through the Office of Technology’s Managed Airport Technology Services (MATS) catalogue of technology offerings (Wi-Fi, telephony, network cabling and more) to tenants and other customers.
Manages and oversees the digital transformation program portfolio, ensuring communication, reporting and transparency to all key stakeholders.
Builds, directs, motivates, mentors and develops a team of subordinate staff in the execution of the digital transformation objectives.
Serves as a liaison between MWAA Labs, other IT groups, Airports Authority business teams, as well as concessions and other customers and airport stakeholders on digital transformation projects.
Works closely with stakeholders at both Airports and Office of Technology groups to support piloting, testing and implementation of technology solutions at the Airports.
Leads discussions and builds consensus with all involved business partners and stakeholders, throughout the digital transformation and passenger engagement process. Leads committees, acts as a change agent and influences decisions around customer digital engagement and digitization of touchpoints along the customer’s travel journey.
Enlists and works with Airports stakeholders on their role in serving as champions for MWAA Labs technology solutions and its brand within the industry.
Seeks out new business leads, wins new customers, and makes and follows up on cold and warm calls for sales opportunities within the Airports. Establishes and develops meaningful relationships with existing and potential clients and external agencies.
Develops change management strategies and approaches for digital transformation related programs.
Identifies, describes, and recommends changes to current and new system features and functionality to improve overall business and mission performance and develop and refine IT roadmaps and modernization plans and the associated implementation plans.
Gathers, synthesizes, and creatively analyzes data to provide insights, identify issues and arrive at recommendations to address the needs of today’s passenger.
Identifies efficiency, control and customer experience impacting issues, developing solutions leveraging automation and innovative technologies, contributing to and advising on new product development and addressing individual customer challenges.
Creates, maintains and ensures timely content updates for a range of written material for a broad range of audiences, including product instruction manuals, Frequently Asked Questions (FAQs), website content, presentations, marketing materials, white papers, and more.
Leads in annual and quarterly planning for the digital transformation plan, tracks budget and expenses, and reports on sales initiatives’ performance with a focus on ROI and revenue growth.
Performs other duties as assigned or as determined on own initiative.
Seven years of progressively responsible experience in information technology, program management, strategic planning, or related work.
Two of the seven years must include experience in technical business development.
Comprehensive knowledge of current technologies and trends including SaaS offerings, mobile apps and devices, Cloud, and IOT technologies.
Knowledge of supervisory principles and ability to manage the operations and programs of the unit/team.
Strong interpersonal skills, including skills in collaboration, team building, adaptability, conflict resolution, negotiation, networking and relationship building.
Ability to solve problems and think strategically while leading projects and working cross-functionally to achieve project objectives and deliverables.
Ability to establish and maintain multiple sales networks and relationships.
Ability to understand technical information and communicate it in a clear manner, both written and orally, for a broad range of audiences.
A Master’s Degree in Business Administration, Marketing, Finance, Information Technology, or related field.
Experience working within airports or the aviation industry.
Experience with conducting market research and making detailed analyses of data and information and make recommendations.
Certification in one of the following: Project Management Professional (PMP) from the Project Management Institute (PMI); PMI Agile Certified Practitioner (PMI-ACP) from the PMI; Certified ScrumMaster (CSM); or other relevant certification.
A Bachelor’s Degree in Business Administration, Marketing, Finance, Information Technology, or related field.
CERTIFICATIONS AND LICENSES REQUIRED
A state driver’s license in good standing.
NECESSARY SPECIAL FACTORS
Work may require some travel, such as participation in trade shows, conferences, and other sales related missions.
May require work at any Airports Authority facility or location.
Work is typically reviewed in progress and upon completion for quantity, quality, timeliness, customer service, teamwork, and adherence to guidelines.
A background security investigation will be required for all new hires.
Metropolitan Washington Airports Authority is an Equal Opportunity Employer.| Follow us on Twitter @MWAAcareers.
To apply for this job email your details to Chad.Whittaker@MWAA.com