PORTFOLIO MANAGER: MARKETING, SALES, SERVICE (PROGRAM GOVERNANCE)

ABOUT USG AND OUR DIGITAL CUSTOMER EXPERIENCE JOURNEY

USG Corporation is an industry-leading manufacturer of building products and innovative solutions highlighted by Sheetrock®, Durock®, and Securock® Brands.

Headquartered in Chicago, USG serves construction markets around the world through its Gypsum, Performance Materials and Ceilings divisions. Its wall, ceiling, flooring, sheathing, and roofing products provide the solutions that enable customers to build outstanding spaces where people live, work, and play.

USG is evolving its digital customer experience and translating the objective of being easiest to do business with into a sustainable technology roadmap. The digital transformation includes upgrading our technology stack and augmenting our teams, developing new digital platforms, and integrating a best-in-class eCommerce operating model to deliver exceptional customer experience from design planning to order delivery. The digital services are based on to be improved data and process models and will be provided for all our customers in the US, Canada, and LATAM.

ROLE SUMMARY

The Program Manager for the digital customer experience transformation will play a pivotal role in enacting the governance framework for all customer experience initiatives. This role involves ensuring alignment with organizational goals through strategic planning, stakeholder management, vendor management, IT risk management, and performance tracking and reporting, across digital and other CX initiatives. In essence, the role operates in a portfolio management capacity.

USG offers a hybrid workplace. The office location is Chicago, IL. Minimal travel may be required.

DEFINITION OF THE TEAM

The Program Governance team for the digital customer experience transformation is responsible for overseeing the strategic direction, coordination, and execution of customer experience initiatives. This team ensures that all efforts are aligned with the organization’s goals and that there is a structured framework for decision-making, resource allocation, and performance monitoring and reporting. The team acts as a hub point, supporting the optimization of the program portfolio in line with the overall digital transformation and roadmap and its implementation progress. Facilitating collaboration between product and platform teams, preparing information for leadership for decision making, and ensuring cohesive efforts towards enhancing the overall customer experience.

KEY RESPONSIBILITIES

· Strategic planning: Collaborate with the involved parties in IT and business to ensure the delivery of the Digital CX roadmap

· Governance framework: Operate the governance framework for digital CX initiatives, ensuring structured decision-making, resource allocation, and performance monitoring

· Stakeholder management: Engage with stakeholders across the organization to ensure clear communication channels, gather feedback, and align efforts with business objectives

· Vendor management: Manage vendor relationships, including proposal evaluations, contract negotiations, and performance monitoring

· Risk management: Identify, assess, and mitigate risks associated with digital CX initiatives to ensure program success and security

· Performance tracking: Develop and track key performance indicators (KPIs) to measure the success and impact of initiatives

· Collaboration facilitation: Act as a central accountability point, facilitating collaboration between product and platform teams to ensure cohesive efforts towards enhancing the customer experience

· Project coordination: Coordinate the execution of customer experience program, ensuring roadmap projects are delivered on time, within scope, and within budget

· Implementation: As a member of the extended transformation leadership team, you support the team in the development and sustainable implementation of the IT strategy and its governance

· Change Management: Actively drive adaptation and change management within involved product teams and the various IT units

· Budget Management: Manage program level budget with financial discipline

*Midpoint may be adjusted based on the skills and qualifications of the selected candidate.

KEY QUALIFICATIONS

Education

Bachelor’s degree in Business Administration, Information Technology or a related field

Advanced degree (e.g., MBA) or relevant certifications (e.g., PMP, PgMP, CSM) are preferred.

Required Skills

· 5+ years of experience as a Program Manager, Project Manager, or in a similar role within digital transformation or customer experience initiatives

· Strong understanding of governance frameworks and best practices for digital initiatives

· Excellent stakeholder management skills, with the ability to engage and influence senior leadership and diverse teams

· Experience in vendor management, including proposal evaluations and contract negotiations

· Strong IT risk management skills, with experience in identifying and mitigating risks associated with digital projects

· Proficiency in performance tracking and KPI development

· Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams

· Strong strategic planning and project coordination skills

· Proficiency in project management tools and software (e.g., Microsoft Project, Jira, Trello)

Preferred Skills

· Experience in managing large-scale digital transformation projects

· Experience in developing and implementing performance improvement initiatives

· Familiarity with Agile or other iterative development methodologies

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.

 EOE including disability/veteran