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CSS Transformation Manager | 30E

Primary Location 29855 SCHOOLCRAFT RD, LIVONIA, Michigan - United States of America , 48150 Job ID R24015740

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Job Description:

The Transformation Manager is responsible for managing the creation and execution of a sustained and all-encompassing support framework aimed at optimizing the end-user experience & business process related to the financial information systems governed by the Controls, Standards, and Systems (CSS) Department. He/She oversees the collaboration of multiple application owners and business process owners to effectively prioritize and execute the administration of ongoing maturity of the operations and governance processes within FinTech CSS.  The manager also supports transformation and change management activities in support of FinTech projects and strategies.  This role emphasizes commitment to streamlining workflows and operational processes, with a primary focus on ensuring both end-user & business user satisfaction through effective knowledge resources, seamless support, and strategic direction.

Job Duties

  • Manages Knowledge Management & Support Model Frameworks
    • Collaborates with multiple areas of Global Finance to develop and execute a knowledge/content management framework to help link, maintain and enable guiding documentation such as policies, procedures and job aids in executing financial processes.
    • Ensures that knowledge content is accurate, up-to-date, and easily accessible to end-users.  Analyzes user feedback to identify areas for improvement in knowledge resources.
    • Regularly coordinates the updating of training materials, documentation, and the knowledge base to reflect changes in system functionality or user needs.
  • Develops and executes Application Governance
    • Collaborates with stakeholders and application owners to develop and implement application governance strategies.
    • Coordinate with the Support Model Operations team to integrate governance requirements into service delivery processes, incident management, and change control procedures.
    • Develop governance plans outlining roles, responsibilities, decision-making processes, and escalation procedures related to incident management, enhancement requests, release cycles, and overall lifecycle management.
    • Defines policies, standards, and procedures for the governance of financial information systems within the Controls, Standards, and Systems (CSS) Department.
    • Conducts regular assessments to evaluate the effectiveness of application support and identify areas for improvement.
  • Develops and Supports Strategic Change Management
    • Contributes to the development of team and departmental strategies, specifically leading stakeholder management back-office data activities.
    • Consults with matrixed stakeholders and senior management on support needs to ensure sustainment strategies are developed and aligned with corporate and program objectives for influencing adoption of new technologies and processes.
    • Considers the long-term sustainability of change management initiatives and ensures that new processes and practices are integrated into the organizational culture.
    • Maintains thorough documentation of change processes, outcomes, and lessons learned.
    • Remains adaptable and responsive to changing circumstances and company objectives.

Job Competencies

  • Strong collaboration and teamwork skills to work effectively with cross-functional teams and departments.
  • Strong Microsoft Suite Skills and technical aptitude to learn new software as applicable.
  • Skills in collecting and analyzing data to monitor support performance and create reports to share with stakeholders.
  • Perceptive with an ability to string multiple unrelated concepts together to form innovative strategies
  • Commitment to a culture of continuous improvement in support and knowledge management practices.
  • Understands UPS culture, protocols, and business priorities.
  • Strong time management skills to balance multiple responsibilities and meet deadlines.
  • Effective problem-solving skills to address user issues and support team challenges, finding practical solutions.
  • Strives for professional presentation aesthetics and data accuracy.
  • Proficiency in active listening, articulating complex technical information clearly and concisely, and the ability to convey it to non-technical users.
  • Capacity to adapt to changing circumstances and address unexpected challenges that may arise.
  • Identifies appropriate strategies, desired outcomes, organizational priorities, and appropriate concessions. Asks questions to uncover points of agreement and disagreement. Considers alternatives, persuades others toward a specific course of action, and gains consensus.


Bachelor’s Degree or Higher Preferred – Business Administration, Process Improvement, Information Technology, or Project Management.

Employee Type:


UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/nationalorigin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.