Business Applications Excellence Manager

The Business Applications Excellence Manager at Cartier in Grand Prairie, Texas, is responsible for managing and leading system support activities, enhancements, functionality, testing, and training initiatives associated with all Cartier NA Client Relations Center (CRC) integrated tools. This role requires strong communication and problem-solving skills to collaborate effectively with various teams and stakeholders.

• Serve as the first point of contact and coordinator for CRC members encountering technical issues or inquiries about digital tools best practices.
• Master CRC systems and assess new opportunities to develop efficiency in collaboration with Cartier leadership.
• Act as the Subject Matter Expert for eCommerce, CRM, and Aftersales related procedures and best practices.
• Collaborate with CRC Operations, Regional eCommerce, IT teams, and Customer Service functions.
• Coordinate or perform User Acceptance Testing of enhancements, new functionality, and releases.
• Perform and manage frequent system audits to ensure compliance with policies and procedures.
• Act as liaison with international partners, local IT, and other relevant business partners.
• Partner with the Business Excellence and Training Manager to coordinate and facilitate user training on systems-related topics.

• Bachelor’s degree in information systems, Computer Science, Business Administration, or related field preferred.
• 3+ years of business operations experience in areas such as Salesforce Service Cloud, Salesforce Commerce Cloud, or project management using Atlassian Jira/Confluence.
• Proven experience leading and gathering business requirements.
• Substantial knowledge of retail, eCommerce, and logistics business structure is a plus.
• Comfort and experience with MS Office Suite and digital communication required.
• Management or people leadership experience required.
• Excellent verbal and written communication skills.