Senior Manager, Platform Transformation

The role:

The Senior Manager of Platform Transformation will have accountability for establishing and executing on a roadmap and delivering consumer-centric case management and CRM solutions that simplify our operating environment and improve the experience for our clients and customers.

What you’ll do: 

• Work with stakeholders and leadership to define and document business strategy.
• Translate business strategy into a roadmap (business & technology) and an executable plan.
• Prioritize business needs to deliver incremental change while transforming overall business.
• Supplier relationship management for 3rd party vendors. 
• Establish plans, approaches and timelines for execution of initiatives; Maintain the overarching Operations delivery roadmap.
• Oversee the definition of requirements, user stories and acceptance criteria for new systems and tools. 
• Manage and oversee the definition and implementation of new systems and tools to deliver improvements for the Ops department and the clients/customers we serve.
• Collaborate across the organization to align on strategy, integration and delivery execution of strategic tools; Minimize duplication, gaps and re-work.
• Work closely with our product team to develop and deliver integrated consumer-facing self service solutions.
• Partner with 3rd party vendors and engineering teams to support the delivery of integrated end to end case management and CRM solutions to support business and operations.
• Partner across stakeholder to understand business needs and translate into solutions and deliver business outcomes.
• Partner with the team to establish the processes, procedures, tools and communications for the roll-out / adoption of new systems/technology/tools.
• Collaborate across team to support implementation / go live of new features/capabilities; Partnering to inform/update: processes, procedures, training and communications.
• Define standard metrics to establish baselines and measure outcomes.
• Regularly communicate ongoing health, updates and progress with stakeholders and leadership.
• Build a high-performing team; Oversee the day to day execution of work efforts.
• Provide coaching, feedback and support the people development.
• Lead significant change in a fast-paced agile environment.

What you’ll need:

Proven leadership experience with a strong client centric focus, with ability to establish strategy and drive execution in a fast paced and rapidly evolving business environment.  

• Bachelors Degree. 
• 10+ years of experience leading and delivering consumer-centric business and technology solutions that improve business outcomes.
• Ability to establish strategy, understand interdependencies and drive execution.
• Track record of successfully leading, delivering and implementing new systems or applications.
• Experience leading a team; Ability to mentor, coach and grow people.
• Highly collaborative; Ability to effectively partner across all levels of the organization.
• Ability to be agile; Comfortable lead change and continuous improvements.
• Not afraid to jump in and work side by side with the team.
• Ability to work independently as well as collaboratively with a team on multiple tasks and assignments.
• Strong communication, facilitation, negotiation and listening skills, accompanied by the ability to know how and when to influence, persuade, direct, challenge, and relinquish control.
• Outstanding time management skills and the ability to simultaneously manage multiple tasks while remaining self-directed and detail oriented.
• Synthesize complex information into clear takeaways and recommendations using both qualitative and quantitative methods.
• Consumer / Client centric focus.
• Exemplary problem solving skills. 
• Demonstrates a strong bias for action.
• Excellent Google Suite skills.

Nice to have:

• Experience working with Pega and Salesforce. 
• Lean Six Sigma experience, preferred.
• Agile experience, preferred.
• Financial, payment experience, preferred.