Senior Manager, Digital Customer Experience

Senior Manager, Digital Customer Experience

Location: Irving, TX, US, 75039 Group: Operational & Commercial Excellence Division: Administration

At CMC, it's the people inside our recycling centers, fabrication plants, manufacturing facilities, steel mills and offices that make us who we are as a company. Our success comes from finding, retaining, and supporting the highest quality talent by offering: Day 1 Benefits Coverage with low cost Medical, Vision and Dental Day 1 Paid-time Off and Vacation 4.5% Company Match 401(k) Plan $500 Annual Company-paid Lifestyle Benefit Competitive Compensation and Bonuses Company-paid Life and Disability Insurance Employee Stock Purchase Plan Training and Advancement Opportunities

Why This Job The Sr. Manager, Digital Customer Experience, is responsible for defining and executing CMC's digital customer strategy through the development, deployment, governance, and continuous enhancement of myCMC and future customer engagement platforms. This leader is accountable for creating a seamless digital experience within and across all CMC Lines of Business, enabling customers to quote, order, manage invoices, access insights, interact through digital channels, and transact through a unified digital ecosystem.

Reporting within Commercial Operations, this role serves as the business owner for customer-facing technologies, customer portals, eCommerce capabilities, customer procurement and data integration strategy, digital self-service solutions, AI-enabled customer engagement, analytics, and future agentic customer experiences. The Sr. Manager partners closely with Sales, Marketing, IT, Product Management, Customer Service, Finance, and Business Unit leadership to ensure digital investments deliver measurable customer value, improved customer experience, operational efficiency, and commercial growth.

Success in this role is measured through customer adoption, business value creation, technology utilization, data quality, customer satisfaction, digital revenue growth, roadmap execution, and return on technology investments.

What You'll Do

Define and champion the enterprise vision, strategy, and roadmap for the existing myCMC digital customer ecosystem

Develop and maintain a multi-year digital customer experience roadmap aligned with commercial objectives and transformation priorities for the platforms

Lead the evolution from traditional customer interactions toward self-service, connected customer experiences, predictive insights, and agent-enabled customer engagement

Identify emerging technologies, market trends, and competitive capabilities that improve customer experience and differentiate CMC in the marketplace

Establish enterprise-wide digital customer experience standards, governance processes, and success measures

Ensure digital initiatives support CMC's broader Commercial Operating System and customer-centric growth strategy

Lead development of a unified digital platform connecting all CMC Lines of Business

Establish a scalable customer and transaction data foundation through integration of Salesforce, ERP systems, EDI platforms, coordination systems, and customer applications

Ensure secure, scalable, and sustainable platform architecture in partnership with IT

Govern platform enhancement prioritization, investment decisions, release management, and lifecycle planning

Manage strategic technology vendors, software partners, and external development resources

Define the vision and roadmap for customer data, analytics, AI, and automation capabilities supporting digital customer experiences

Establish governance and stewardship for customer data across Salesforce, ERP, portal, eCommerce, and analytics environments

Create an AI-ready customer data foundation supporting personalization, recommendations, automation, and predictive insights

Sponsor customer-facing AI initiatives that improve service, responsiveness, and customer engagement

Lead development of future agentic customer experiences, including digital assistants, self-service support, and intelligent workflows

Ensure responsible AI governance, security, compliance, and risk management practices

Lead and develop the Digital Customer Experience organization

Provide directions to digital product managers, customer experience leaders, customer adoption resources, and vendor partners

Establish performance expectations, organizational priorities, and capability development plans

What You'll Need

10+ years leading digital customer experience, eCommerce, customer technology, product management, CRM, or digital transformation initiatives

Deep understanding of customer experience, customer engagement, sales processes, commercial operations, and business performance drivers

Strong expertise in Salesforce (Commerce Cloud), CRM ecosystems, digital platforms, customer portals, ERP integration, analytics, and AI technologies

Experience leading enterprise-scale technology roadmaps, governance processes, and investment portfolios

Strong understanding of customer data management, analytics, reporting, and AI-enabled capabilities

Demonstrated success managing cross-functional teams and influencing senior leadership

Experience managing vendors, consulting partners, and software development organizations

Strong financial, analytical, and strategic decision-making skills

Exceptional communication, stakeholder management, and organizational leadership capabilities

Manufacturing, industrial, construction materials, distribution, or B2B customer experience leadership preferred

Bachelor's degree in business, Information Systems, Marketing, Engineering, or related field

We are CMC, a Fortune 500 company at the leading edge of our industry. Our construction reinforcement and steel products have supported construction projects and structures around the world. The secret to our success? We've built our legacy by assembling a team of innovators and doers to tackle some of the most challenging construction reinforcement problems facing our world for more than 100 years and we're just getting started. If you're ready to join a team working to make our industry more sustainable, support the bridges, roadways, buildings and infrastructure that connects our communities, and do meaningful work, you're ready to join CMC. Apply today and start moving your career and our world forward. Let's build a better world! CMC is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, physical or mental disability, national origin, citizenship, military or veteran status, sexual orientation, gender identity and/or expression, genetic information, or other status protected by federal, state or local law.