Technology Customer Service Manager – Commercial Excellence

Job Summary

Join DuPont’s IT Commercial team and play a pivotal role in how we engage customers and drive commercial excellence. This is your opportunity to bridge technology and business strategy, delivering solutions that enhance customer experience, streamline operations, and unlock measurable value.

This position serves as the primary IT technology partner to DuPont’s Customer Excellence & Sales Operations Manager, working in close collaboration with the Global Business Process Solutions Manager. The role is responsible for leading the design, delivery, and governance of technology solutions that enable innovation and operational excellence across customer service platforms. As an IT leader, you will collaborate with regional customer excellence teams (AP, EMEA, NA, LA) and global support functions to identify technology needs, analyze root causes of system-related challenges, define use cases, and develop investment and deployment roadmaps. You will execute these roadmaps to deliver measurable value through technology, ensuring all solutions align with business strategy and customer segmentation. Acting as a strategic liaison between IT and the Commercial Center of Excellence, you will champion technology initiatives that enhance customer engagement, improve data quality, maximize revenue growth, and enable global scalability—while maintaining clear accountability for IT systems and platforms.

Please note this role is onsite 4 days a week with 1 remote day.

Primary Duties & Responsibilities

• Solution Architecture & Delivery: Lead solution design and delivery for technology solutions utilized by the customer service and sales operations teams in collaboration with Commercial IT and cross-functional teams.  Solutions may include enterprise platforms such as Salesforce.com (covering Sales and Service Clouds, and B2B Commerce Clouds), ERP systems, and other order-to-cash technologies

• Integration & Data Management: Ensure seamless integration between systems; enforce data governance, security, and compliance standards including data privacy.

• Platform Governance: Define and maintain IT standards, SLAs, and lifecycle management for customer service and sales operation technologies in conjunction with the Commercial IT team.

• Analytics & Reporting: Work with appropriate groups to develop dashboards and KPIs in Power BI to measure operational efficiency, customer experience, and value realization.

• Incident & Change Management: Own resolution of system defects, outages, and enhancements.

• Vendor Management: Manage technology vendors, contracts, and product roadmaps to ensure performance and scalability.

• Program Roadmaps: Collaborate with the Customer Excellence & Sales Operations Manager and the Global Business Process Solutions Manager to translate business objectives into technology delivery plans.

• Complaints & Master Data: Ensure system integrity and automation so the Commercial Center of Excellence can govern data stewardship and operational workflows.

Education & Experience

Required:

• Bachelor’s degree in business, information systems, or related field required

• 5+ years in IT or sales operations within a global enterprise, partnering closely with customer service and commercial teams.

• Strong knowledge of Salesforce (Sales & Service Cloud),  B2B eCommerce Lightning, SAP Master Data Governance, SAP (Order to Cash solution); familiarity with Power BI and data visualization.

• Understanding of commercial processes, customer service workflows, Agile VOC practices, and omnichannel contact center integrations.

• PMP, Agile (Scrum/Kanban), Lean/Six Sigma and relevant martech/CRM certifications desirable.

• Excellent communication, stakeholder management, and problem-solving; ability to lead cross-functional teams and deliver under tight timelines.

• Familiarity with Agile, DevOps, and cloud models (IaaS, PaaS, SaaS); experience with vendor management and platform governance.

Preferred:

• MBA or advanced degree preferred.