Job Title

Job Family

Job Code

Job Exempt

Digital Innovation & Services Manager

Non_Bargaining

DISM1

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

NB117

Salary

$43.40

$56.28

$69.15

Job Description

Performs professional, technical, and administrative work to help visualize, create, and implement digital technology solutions for the City of Orlando that enhance the resident experience. Using data analysis and research to identify user behaviors and expectations, this position translates those insights into offerings that drive government trust. Technology awareness, project management, business acumen, and design thinking are required to successfully accomplish this job. Responsibilities include leading a team of research, customer experienced, and product management professionals. Work is performed under the general supervision of the Chief Information Officer. Work is reviewed through conferences, written reports, and the achievement of goals and objectives.

Minimum Qualifications

Bachelor's Degree and five (5) years technology, business, or marketing-related experience, including at least three (3) years in a management or supervisory capacity; or an equivalent combination of education, training, and experience. Valid Florida Driver's License required. Must pass police background investigation. Preference is given to candidates with proven accomplishments in digital transformation, project management, human-centered innovation, service design, or customer experience.

Responsibilities

EXAMPLES OF WORK PERFORMED:

Note: The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.

Develops innovative solutions for complex process, technology, and citizen experience problems.

Supports and leads internal conversations that may challenge established perspectives on workflows, systems, and customers.

Oversees a team of research, customer experienced, and product management experts in a way that leads to customer satisfaction and operational efficiency.

Directs tangible outputs at all stages of the design and development process, including personas, journey maps, and service blueprints.

Uses Agile methodology to drive successful project outcomes.

Uses data and key insights to advise City leaders on best practices and future digital opportunities.

Communicates honestly and collaboratively to deliver equitable outcomes with all levels of the organization, business partners, and the community.

Provides leadership and strategic direction to the Digital Innovation and Services team, ensuring that its priorities are aligned with the overall goals of the City and its IT Department.

Manages the strategic, tactical, and day-to-day needs of a fast-paced digital technology team.

Builds strong teams through effective hiring, mentoring, retention, and empowering leadership.

Performs other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of design thinking, user research, and customer experience.

Knowledge of digital technology systems and applications.

Knowledge of data analytics and visualizations.

Knowledge of business process redesign and implementation.

Knowledge of Agile methodology.

Skilled in digital transformation.

Skilled in using data to support strategic decisions.

Skilled in driving cross-functional alignment and consensus.

Skilled at using empathy to lead diverse, highly technical, and creative teams.

Skilled at managing complex projects to deliver practical and innovative solutions.

Ability to be an Influential communicator who is comfortable presenting findings to clients.

Ability to function independently and display proactive initiative.

Ability to establish and maintain effective working relationships with various business stakeholders.

ADDITIONAL QUALIFICATIONS FOR PROMOTION: N/A.