Manager of Technology & Business Intelligence

The Manager of Information Technology & Business Intelligence provides leadership in technology and data strategy to ensure the organization’s infrastructure, systems, and analytics effectively supports its mission and goals and that data-driven insights are effectively utilized across all departments.

MAJOR AREAS OF ACCOUNTABILITY

Technology Strategy and Leadership:

• Identify and recommend emerging technologies, tools, and solutions that can drive innovation and improve operational effectiveness.
• Establish and maintain a short- and long-range technology plan.
• Oversee the design, implementation, and maintenance of the organization's IT infrastructure, networks, hardware, and software
• Troubleshoot and resolve technical issues related to hardware, software, and network connectivity.
• Serves as the facilitator between IT-managed providers, software and hardware vendors, and research partners.
• Leads or participates in cross-functional projects related to business intelligence and IT, ensuring timely and successful project delivery.
• Assist with the setup, maintenance, and troubleshooting of technology for meetings, staff needs, and events, including AV equipment, video conferencing systems, and other technology solutions.
• Partner with other departments (e.g., sales, marketing) to integrate technological solutions that streamline processes and improve overall business performance.

  Business Intelligence, Data Analytics and Database Management:

• Leads the development and implementation of a comprehensive business intelligence (BI) strategy, responsible for appropriate data reporting, supporting departments to leverage data-driven marketing strategies, decision-making, and performance evaluation.
• Oversee the collection, analysis, and reporting of tourism-related data to identify trends, visitor behaviors, and opportunities to provide actionable insights and drive decision-making for destination growth.
• Ensure data is accessible and actionable for all departments through user-friendly reporting tools, dashboards, and analytics platforms.
• Serves as the knowledge base personnel lead on the Bureau's CRM, reporting, and research.
• Stay current with the latest developments in business intelligence technology and make recommendations for improving data infrastructure and tools.
• Establish and manage data governance policies and procedures to ensure data accuracy, integrity, security, and compliance with relevant regulations and best practices.

Data Governance, Security, & Technology Infrastructure Management:

•  Establishes and enforces data governance policies and compliance with data protection regulations (e.g./GDPR, CCPA) to ensure data quality, consistency, and integrity across all systems.
•  Ensure continuity plans are in place for IT operations, including disaster recovery protocols and backup systems.
•  Works with the COO to ensure that the organization’s CRM is stable and that the data collection policies and practices produce ethical and reliable reporting outcomes.
• Ensure the availability, security, scalability, and reliability of IT systems and services, with minimal downtime and maximum efficiency to support uninterrupted business operations.
• Lead IT troubleshooting and support efforts during technical disruptions or crises.
• Manage vendor relationships and service contracts related to IT services and BI tools to ensure optimal performance.

Reporting & Presentations:

• Prepare regular reports and presentations to the C-Suite, highlighting key insights, technology performance, and BI-driven strategies.
• Use data to communicate the impact of technology and analytics on the DLO’s strategic goals, such as increased visitation, improved visitor satisfaction, and enhanced marketing ROI.
• Ensure that business intelligence insights are effectively communicated to stakeholders and that the data drives action.

Leadership, Training and Support:

• Foster a collaborative and innovative team environment, encouraging continuous learning and adopting best practices in technology and data management.
• Develop and manage team performance metrics and deliverables to ensure objectives are me
• Provide training and support to end-users on business intelligence tools and data analysis techniques.
• Assist teams in understanding and utilizing data to make informed decisions.
• Provides help-desk support for Visit Jackson staff.
• Provides technology and best practice training for all staff; assesses training needs in collaboration with operations.
• Supports the administration and COO regarding policies, procedures, and guidelines related to all technology and administration within the organization.
• Manages, recommends, and maintains budget and inventory for IT hardware and software systems and Business Intelligence systems.

Other Duties:

• Support the COO in establishing technology and business intelligence policies and procedures
• Represents the Bureau at relevant meetings sponsored by local, state, and national organizations.
• Participates in and attends community, industry, and Visit Jackson events.
• Maintains professional and technical knowledge by participating in educational opportunities, attending workshops, benchmarking professional standards, reviewing professional publications, and establishing personal networks.
• Be willing and able to travel and work evenings, weekends, and holidays based on clients' and office demands.
• Any other duty assigned by the President/CEO.

REQUIREMENTS

Education and Certifications:

• Bachelor's degree from an accredited academic institution in Information Technology, Computer Science, Data Science, Business Intelligence/Analytics, or related field.
• A Master’s degree (e.g., MBA) or relevant certifications, such as Certified Business Intelligence Professional and certifications in relevant technologies or business intelligence platforms, are desirable but not mandatory.

Experience:

• 2 years of experience managing and optimizing IT systems, CRM platforms, and business intelligence tools (e.g., Google Analytics, Tableau, Power BI, Adobe Analytics).
• 2 years' experience in business intelligence, data analytics, and reporting.

Skills & Competencies:

• In-depth knowledge of IT infrastructure, cybersecurity, and data management best practices.
• Familiarity with web development, cloud infrastructure, and data warehousing.
• Leadership and team management abilities, with experience in working with technical teams and cross-departmental projects.
• Excellent communication skills, with the ability to translate technical concepts into understandable insights for non-technical stakeholders.
• Strong problem-solving and critical-thinking skills.

Computer/Technology Skills:

• Must be proficient in Microsoft Office applications, including administrative management of Microsoft 365;
• Working knowledge of CRM platforms, iDSS preferred.
• Working knowledge of business intelligence tools (Google Analytics, Tableau, PowerBI, Adobe Analytics, etc.).
• Working knowledge of web development, cloud infrastructure, and data warehousing. 

Other:

• Be willing and able to travel and work evenings, weekends, and holidays based on clients and office demands;
• Possess a current and valid driver's license;
• Be able to exercise judgment and diplomacy in a wide variety of public contact situations;
• Be able to work effectively with a diverse cross-section of people, including board members, industry stakeholders, community leaders, elected officials, and industry partners.
• Possess strong interpersonal skills;
• Must require minimal supervision;

Language Skills:

• Possess excellent verbal and written communication. Ability to read and interpret documents and to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization. 

Physical, Mental & Environmental Demands:

• While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. The employee is required to move about the office and destination. The employee must occasionally lift and/or move up to 40-50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception. Must be able to operate a motor vehicle;
• The working environment is typical for an office and does not require exposure to difficult or hazardous conditions. This position may require some weeknight and weekend assignments. Ability to travel, including overnight stays. Must work well in a team environment;

Reasonable accommodation will be made to enable individuals with disabilities to perform essential functions.