OverviewThe Manager, Digital Adoption acts as a technology evangelist, aiding our SVBers in understanding and best utilizing the expanding portfolio of collaboration and productivity tools. The incumbent will leverage their marketing, communication, and training skills along with their love of technology to identify, build and deliver effective adoption programs that advance end user productivity and data security.ResponsibilitiesLEADERSHIP Manages one or more geographically dispersed contractors committed to digital adoption activities. Monitors contractor performance against discrete statements of work and role descriptions. Mentors with a growth mindset and coaches for high performance and SVB culture fit. MARKETING Collaborates with EUS leadership and engineering teams to produce user-facing product roadmaps that generate excitement. Maintains digital workplace communication strategy and planning. Continuously markets product features and new releases. Conducts live and virtual road show sessions. GAINS INSIGHTS Proactively seeks end user/stakeholder insights on gaps and unmet needs. Translates findings to impactful user stories for the engineering backlog. Actively participates in backlog grooming and story prioritization to build sprints. Seeks out industry trends and digital workplace adoption best practices to spur internal innovation.SOCIAL SUPPORT – Organizes and advocates support for common issues identified in digital workplace support forums. Regularly updates the user community on common workarounds, future fixes, and closure of events. Contributes to bot knowledge and development. Communicates tips and best practices. CHANGE MANAGEMENT Builds adoption strategies for feature releases. Promotes technology rollouts by delivering end user marketing, succinct communications, and effective training. Delegates adoption advocacy via a highly motivated superuser network. Coordinates new releases with early adopters.AUTOMATION – Assists in defining and delivering automation and self-service solutions to reduce the effort put forth by SVB users to gain support and service.STANDARD PROCESS COMPLIANCE Documents, executes, and continuously improves end user policies, processes and procedures. Routinely audits user behavior to assure relevancy and compliance.METRICS – Collects and reports on Key Performance Indicators (KPIs) that measure adoption, identify trends and discover opportunities. Successfully leverages metrics to make data-driven decisions and publish accomplishments.WORKPLACE TECHNOLOGY Advances adoption of office technology solutions that are present in SVB offices including video conferencing, digital signage, meeting room scheduling, etc. PROBLEM MANAGEMENT Facilitates problem resolution as needed. Identifies, tracks and acts upon recurring problems and assigns personnel for follow up and resolution. Serves as an advocate for end users, insulating them from complex technology troubleshooting and testing.PROJECT MANAGEMENT – Manages EUS adoption projects and reports status effectively including risks, actions, issues and decisions. Understands Agile principles and can apply to an operational area to show value delivery. Can create a project charter, timeline and resource plan.PRODUCT/SERVICE OWNERSHIP Applies product ownership principles to recognize and fill service delivery gaps. Facilitates governance to ensure EUS-led products are aligned with strategies and regulatory compliance.TALENT – Interviews, hires and maintains qualified contingent staff. Ensures SVB Core Values and Success Drivers are leveraged and utilized.RELATIONSHIP MANAGEMENT – Meet regularly with representatives from user and stakeholder departments to identify needs and assist in the coordination of technical adoption and support activities. Understands and adapts service for executive users.The base pay for this position is relative to your experience but the range is generally $116,523 to $201,973 per year.QualificationsBachelor’s Degree and 8 years of experience in Applications development, applications analysis or systems engineering OR High School Diploma or GED and 12 years of experience in Applications development, applications analysis or systems engineeringMinimum of 3 years experience in a technology training or adoption role.Excellent communication, marketing and presentation skills.Able to build business cases and influence decision makers to act.Possesses a medium degree of business acumen; understands business process management and continuous improvement principles.Proven ability to use data to drive decision-making. Leads with versatility, flexibility, and enthusiasm in a fast-paced environment.Demonstrated ability to lead with empathy.Able to manage multiple projects simultaneously.Moderate understanding of waterfall and Agile methodologies and can leverage them to deliver projects successfully.Possesses broad information technology knowledge of desktop support and help desk operations.Experience in an Office 365 environment with both mobile and desktop services.
Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task
Agile Data Analyst change-management business acumen automation IT Management Marketing Communication Training metrics Relationship Management Problem Manager waterfall Leadership Systems Engineering Business cases Empathy Office 365 Project management Product Owner