Responsibilities

The Digital Resident Engagement Manager leads the IT Program Delivery for our Atria communities and leads new resident technology projects.  This individual is responsible for developing strong relationships with third-party vendors and developing support procedures, SLAs, and metrics.  Additionally, this individual works closely with Senior IT Leadership on annual budget and strategic planning.

Manage overall IT Community project portfolio and work with Senior IT Staff on project delivery. Manage and delivery new resident community innovation projects. Drive excellent, consistent customer service via operations transitions. Implement a service monitoring capability to monitor operational resident facing issues for assets. Lead cable transitions, resident engagement technology, Digital Signage and IT pilots. Ability to direct and lead employees and contractor teams. Responsible for establishing strong partnerships with third-party service providers, including negotiating access agreements, establishing service level agreements, and ensuring contracts are in place to support the services provided by the infrastructure team. Lead periodic vendor performance reviews for strategic vendors to ensure partners are meeting established SLAs and manage associated remediation plans as necessary. Responsible for end user device lifecycle, improvement, and standardization. Develop internal SOPs, processes and training to ensure users trained, assets in working order, and all members/third-party providers work together in a consistent manner as well as have the needed skills and tools to support the production environments and deliver on project commitments. Assist with annual budget planning for end user devices, services, and software. Travel as required to provide on-site assistance at Communities for project delivery, technology pilots, or project stabilization. May perform other duties as needed and/or assigned. Qualifications Bachelor’s degree in project management, computer discipline, technology, or engineering. Three (3) or more years of experience in an IT environment, with two (2) or more years of management experience. Proven track record of developing and providing service-level agreements and managing vendors. Knowledge and experience with designing and implementing metrics and measurements. Strong project management, organizational/business planning, and relationship-building skills Excellent knowledge of best practices around management, control, and monitoring of IT support. Must be willing to work extended hours, nights, or weekends, when necessary. Must successfully complete all Atria specified training programs. Will be required to travel up to 15% of the time on behalf of the Company. Travel time is subject to change based on business needs. Must possess a valid driver’s license. Position requires driving responsibilities (may use Company provided vehicle and/or personal vehicle). Must satisfactorily meet and be in compliance with Company motor vehicle policy standards and Travel Policy.