Senior Manager, CS Upgrade Technical Delivery Lead

Duck Creek Technologies • Bay Area, CA

6d • $100,800 - $179,600 • Remote

About The Position

Duck Creek Technologies is hiring a Senior Manager, Customer Success Technical Delivery Lead to lead the project engineering team responsible for defining and reviewing technical requirements for Duck Creek applications, including security, integration, performance, quality, and operations. This customer-facing role serves as the expert on the product and project, the primary contact for engineering and customization issues, and an escalation point for both customers and internal project teams. The manager is accountable for team performance and developing team members’ product knowledge and customization skills, and may work across multiple complex projects at once.

The role oversees software upgrades from planning through deployment, aiming to minimize disruption to business operations. It includes analyzing release notes and code changes to assess upgrade impacts, using Duck Creek upgrade tools to generate differential analysis and lower-impact upgrade paths, debugging custom and base code, and coordinating with customers and implementation teams to resolve issues. The role also develops deployment strategies, supports production rollouts, manages risks and remediation work, and provides post-deployment troubleshooting. The Senior Manager is expected to identify automation and process-improvement opportunities and apply AI-powered tools responsibly to improve engineering productivity and delivery efficiency.

The position is flexible-first: employees may work from an office, from home, or on a hybrid schedule. Travel is listed as 0–25%. Compensation depends on location and qualifications, with geographic salary ranges listed in the posting, and the role is eligible for an annual bonus subject to plan terms and individual eligibility.

Requirements

• Bachelor’s degree in a technical discipline, or equivalent work experience in network administration, programming, or information systems.
• At least 6 years of professional software development experience.
• Experience in customer-facing roles.
• Experience managing teams and direct-report performance.
• Deep understanding of the Duck Creek product suite and its technical components, with the ability to share knowledge.
• Deep professional experience with C#, SQL, Visual Studio, Microsoft Foundation technologies, Windows Server 2003/2008 administration and configuration, JavaScript, XSLT, XML, HTML, CSS, and AJAX.
• Deep professional experience with .NET solutions, SQL, and relational database design.
• Experience with XML and XSL.
• Experience using generative AI and AI-powered development tools, such as GitHub Copilot, Microsoft Copilot, and automated code analysis and testing solutions, to improve engineering productivity, troubleshooting, and delivery efficiency.
• Ability to evaluate, implement, and govern AI-driven automation for software upgrades, impact analysis, code remediation, and operational processes while maintaining security, quality, and compliance standards.
• Effective verbal and written communication, including expressing ideas clearly, listening actively, and collaborating with colleagues and clients.
• Ability to work effectively in teams, build positive relationships, and incorporate diverse perspectives.
• Ability to analyze complex situations, identify problems, ask important questions, and generate creative solutions using critical thinking and informed decision-making.
• Willingness to accept responsibility for actions and work, and ability to set and achieve meaningful outcomes.
• Ability to adapt to change, embrace new technologies, and learn quickly.
• Legally authorized to work in the country where the job is located.

Nice To Haves

• Experience or knowledge of property and casualty insurance software applications.
• Experience or knowledge of the software development lifecycle for property and casualty insurance software.
• Experience with systems integration involving policy, billing, claims, reinsurance, and third-party systems.
• Experience implementing Duck Creek Example Platform solutions for Policy Administration, Billing, and/or ASW Claims.

Responsibilities

• Lead the project engineering team in defining and reviewing application requirements for security, integration, performance, quality, and operations.
• Oversee the planning, execution, and delivery of software upgrades while minimizing disruption and providing stakeholder status updates.
• Provide technical guidance to the development team and promote best practices in coding, testing, and deployment.
• Coordinate cross-functional teams to support timely upgrade delivery.
• Serve as the primary stakeholder contact for upgrade projects and manage expectations.
• Analyze release notes and code changes to assess the impact of new release features on existing applications.
• Debug custom and base code to diagnose issues and provide workarounds or solutions to customers and third-party implementation teams.
• Use Duck Creek upgrade tools to generate differential analysis and identify lower-impact upgrade paths.
• Identify opportunities to automate upgrade processes or develop utilities that improve efficiency.
• Manage tasks independently and demonstrate initiative and self-reliance.
• Interact with customer counterparts to triage issues and present solutions.
• Review work, mentor team members, and share knowledge.
• Identify and communicate risks that could affect upgrade schedules and develop mitigation strategies.
• Understand active delivery remediations and collaborate with customers to complete remediation work before upgrades.
• Develop and implement deployment plans that minimize downtime and support smooth production transitions.
• Provide post-deployment support and troubleshooting.
• Analyze deployment outcomes and implement process improvements and best practices.
• Manage team performance and develop direct reports’ knowledge and skills across products and customization practices.

Benefits

• Flexible work environment.
• Medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan with employer match (6% employer match up to $12,000 annually).
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Paid holidays, vacation, and volunteer time.
• Employee Assistance Program (EAP).
• Annual bonus compensation, subject to plan terms and individual eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior