Applications Manager

AAA • Coppell, TX

2d • Onsite

About The Position

As our Application Line Manager leading our Customer Experience Product team, you will oversee a team of approximately 20 Dev Ops Engineers who develop, enhance, and maintain our call center technology systems and services. You, your peers, and your teams will work closely with our Product Owner and our business leaders as we support their strategic roadmaps and operational backlog. Teams are responsible for working in an agile development environment, utilizing a variety of technology platforms. We expect our teams to leverage our technical expertise to help design solutions for the needs and opportunities our business leaders present. Our consolidated efforts support the growth, service quality, and profitability goals on our Corporate Scorecard.

Requirements

• Four-year college degree in Information Systems, technology, or related area of computer science, or equivalent work experience.
• Prior work experience in a senior role within the Call Center Technology space.
• Experience working in the development space.
• Experience planning, designing, and deploying technology projects and capabilities.
• Strong leadership skills to energize multi-disciplined work teams to respond to business needs.
• Extensive management skills, including interviewing, mentoring, staff development, goal setting, and performance management.
• At least three years of experience managing a team of 10 or more people in some type of DevOps role.
• Clear and effective communication skills, including prioritizing information intake and output, sharing pertinent information clearly and concisely, and ensuring information flow.
• Strong verbal and written communication skills, with an ability to express complex technical concepts in business terms.

Nice To Haves

• Call Center as a Service (CCaaS) / Genesys Cloud preferred.
• Call Center Technology development, including Genesys Cloud is preferred.

Responsibilities

• Oversee a team of approximately 20 Dev Ops Engineers who develop, enhance, and maintain call center technology systems and services.
• Work closely with Product Owner and business leaders to support strategic roadmaps and operational backlog.
• Manage technical resources on agile product teams.
• Responsible for the delivery and execution of new system capabilities, improvement implementations, system consolidations, and support activities.
• Collaborate with business SMEs, IS colleagues, and vendor partners to ensure quality and efficient delivery of capabilities aligned with business expectations.
• Conduct one-on-one meetings with employees.
• Enforce company policies.
• Manage time and attendance.
• Conduct performance reviews.
• Determine pay increases.
• Hire as needed and conduct terminations if necessary.
• Set and track individual and team goals.
• Manage or conduct new contract negotiations and renewals.
• Manage hardware and software purchases required to support approved initiatives and projects.
• Check for any enterprise-impacting issues or outages and success of changes completed the night before.
• Address any issues and direct the restoration of service with the team or participate with peers in other service restoration activities.

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree