Senior Manager, Digital Experience & Front-Office Applications

About ERMCO

Electric Research and Manufacturing Cooperative, Inc. (ERMCO) is the leading manufacturer of distribution transformers and engineered electrical solutions, serving electric utilities, Original Equipment Manufacturers (OEMs), and industrial customers across North America. Headquartered in Dyersburg, Tenn., ERMCO delivers reliable, high-quality products that power homes, businesses, and communities across North America.

With commitments to safety, operational excellence, and continuous improvement, ERMCO is at the forefront of supporting grid modernization and energy transition. Our vertically integrated operations, customer-focused culture, and investment in people and technology make ERMCO the Most Valued Partner for delivering resilient, sustainable power infrastructure for the future.

Job Summary:

The Senior Manager, Digital Experience & Front-Office Applications, owns ERMCO’s front‑office digital application domain, including customer‑facing platforms (e.g., e‑commerce, customer portals, CRM, etc.) and select shared services platforms (e.g., HRIS).

This role is accountable for end‑to‑end outcomes across that domain, including roadmap ownership, prioritization, and delivery performance. This Senior Manager determines what gets built and when within the front‑office scope, balancing business value, capacity, technical health, and operational risk.

The role partners closely with enterprise application leadership, ERP leadership, application development, architecture, and PMO to ensure front‑office initiatives align with enterprise direction, architectural standards, and governance expectations while retaining clear decision authority within the domain.

This role will scale front-office delivery and decision‑making as ERMCO continues to grow and mature, ensuring accountability and control are aligned for these customer- and employee-experience platforms.

This role is remote within the following states: AZ, FL, GA, IL, KS, NC, NE, SD, TN, TX, WI, and WY. Candidates may reside in or relocate to any of these states. Relocation assistance will be provided.

Responsibilities:

•  Own and prioritize the front‑office application roadmap, including e‑commerce, customer portals, and shared services platforms, ensuring alignment to business value and capacity.
• Lead execution and delivery of front-office initiatives with predictable outcomes across cost, schedule, quality and operational performance.
• Translate enterprise strategy into domain‑level roadmaps and sequenced delivery plans, resolving priority, capacity, and dependency tradeoffs within the front‑office scope.
• Serve as the single point of accountability for front‑office application health, availability, performance, and delivery outcomes.
• Partner with business leaders and BRMs to intake demand and make prioritization decisions within the front‑office domain, ensuring scope, tradeoffs, and delivery expectations are explicit and transparent.
• Provide clear, execution-focused communication to IT and business leadership on delivery status, risks, capacity constraints, and upcoming milestones.
• Work closely with IT PMO, application development, infrastructure, cybersecurity, and enterprise architecture to secure resources and remove delivery blockers.
• Manage vendor and implementation partners with a strong bias toward milestones, outcomes, quality, and cost discipline.
• Resolve cross‑team and vendor conflicts that impact delivery outcomes, minimizing escalation by making timely, domain‑level decisions.
• Proactively identify and mitigate delivery risks, technical debt, security gaps, and scalability constraints before they impact business operations.
• Establish and operate application delivery governance (change, release, incident, and escalation management) consistent with enterprise standards.

Role Boundaries & Operating Model Alignment

• This role does not own ERP strategy, ERP roadmap decisions, or ERP domain prioritization; these remain with ERP leadership.
• This role does not own enterprise application architecture standards, platforms, development practices, or system integrity or back-office applications, data and reporting/analytics; these remain with Application Development and Architecture Leadership.
• The PMO retains ownership of delivery methodology, portfolio governance, standards, and reporting; this role operates within those guardrails.
• This role owns front-office application roadmaps, prioritization, and delivery decisions ensuring accountability and authority remain aligned with business outcomes and enterprise governance.

Supervisory & Delivery Leadership Responsibilities

• Lead delivery initially through external vendors and contracted resources, with a focus on building repeatable delivery patterns and operational maturity.
• Scale delivery capability over time by establishing and leading an internal application delivery team when justified by demand and complexity.
• Orchestrate work across IT and business contributors, ensuring clear roles, accountability, and handoffs across initiatives.

Qualifications:

• Bachelor’s degree in Information Technology, Engineering, Business, or a related field.
• 8+ years of experience leading application delivery and operations in a manufacturing or enterprise environment.
• Demonstrated success delivering customer- or employee-facing digital applications at enterprise scale.
• Strong experience leading through vendors and system integrators, with measurable delivery outcomes.
• Ability to operate effectively in matrixed environments without direct authority over all contributors.

Nice to Have:

• Master’s degree or equivalent experience.
• Experience in manufacturing or industrial enterprises.
• Experience supporting shared services platforms (e.g., HR, customer service, digital commerce).

Knowledge & Skills

• Strong foundation in application delivery, operations, and lifecycle management.
• Working knowledge of web platforms, digital commerce, integrations, and shared services systems.
• Proven ability to drive execution across multiple workstreams simultaneously.
• Clear, confident communicator who can translate delivery status into business-relevant terms.
• Financial and vendor management skills with a focus on value realization and cost control.
• Systems thinker who balances near-term delivery pressure with long-term platform stability.

Join ERMCO and TRANSFORM your career!