Associate Release Manager

Techstra Solutions•Pittsburgh, PA

About The Position

The Associate Release Manager is the logistical bridge between engineering innovation and operational stability. You will support client-facing operations by managing the deployment lifecycle for critical call center technologies. Your mission is to ensure that system changes are seamless, standards-compliant, and transparent to all stakeholders. Plans and coordinates technology releases and changes across the enterprise for multiple applications and various portfolio streams.

Requirements

Experience: 2–4 years in IT Project Coordination, Change Management, or Release Support (preferably in Fintech or Banking).
Analytical Mindset: You can spot a missing "Success Guide" detail from a mile away.
Communication: Ability to facilitate a meeting between a high-strung developer and a frustrated business owner with ease.
Tech Savvy: Comfortable with Jira, ServiceNow, or similar Enterprise Change Management tools.
Telephony & Routing: Genesys Cloud/Engage.
Customer Relationship Management: Salesforce (Financial Services Cloud).
Self-Service: IVR (Interactive Voice Response) logic and call flow mapping.
Compliance: Call Recording systems and data redaction tools.
Core Banking: Integration points for custom-built retail banking applications.

Responsibilities

Release Planning & Strategic Partnering
Collaborative Scheduling: Lead efforts to partner with development, QA, and business teams to build comprehensive release schedules and project milestones.
Milestone Management: Track project health against the release calendar, specifically for call-center-critical applications like Genesys, Salesforce, and Custom Banking Portals.
Portfolio Coordination: Ensure alignment across various portfolio streams to prevent overlapping changes that could impact call center uptime.
Quality Assurance & Standards Governance
Compliance Checks: Perform rigorous quality checks on change releases to ensure all processes strictly follow enterprise standards, banking guidelines, and ITIL best practices.
Success Documentation: Create and maintain Deployment Plan Success Guides. These serve as the "pre-flight checklist" for segments and projects to ensure high success rates during execution.
Risk Mitigation: Identify potential "conflicts" in the release plan (e.g., updating the IVR at the same time as the CRM) and propose mitigation strategies.
Guidance & Stakeholder Reporting
Cross-Functional Support: Provide tactical guidance to cross-functional teams during the heat of change management and release projects.
Standardized Reporting: Run and distribute regular reports across lines of business and applications to keep key stakeholders informed on release status and system health.
Communication Lead: Act as the "voice of the release," providing clear, jargon-free updates to both technical teams and business leadership.
Process Execution & Continuous Improvement
Change Execution: Execute formal change management processes with precision, ensuring all approvals and documentation are in place before a "Go" decision.
Escalation Management: Monitor releases in real-time and ensure proper escalation to senior leadership or engineering when unexpected issues arise.
Process Evolution: Document opportunities for release management process improvements to make deployments faster, safer, and more automated.