Sr Technical Solution Manager

About the role

• Build cross-team coordination and community across business and engineering teams to solve complex business-process and technology-integration challenges and deliver technical solutions. Develop vision, strategy, and roadmap for complex, high-impact solution areas aligned with business, security, and compliance objectives, incorporating emerging-technology research and proof-of-concept evaluations. Garner stakeholder support and buy-in for the solution vision and strategy; clarify requirements, communicate priorities, and translate complex problem statements into business requirements for engineering teams. Partner with engineering teams to design roadmaps and develop technical solutions that meet business, technical, and compliance needs. Track and communicate project schedules end-to-end; hold stakeholders accountable, manage risks, and allocate resources effectively. Define success criteria and performance metrics; use KPIs and OKRs, success metrics, and Voice of Customer feedback to consolidate status updates and evaluate and resolve solution performance issues. Drive adoption and continuous improvement; conduct user acceptance testing and focus groups, enable and train stakeholders/partners on changes, and mature solutions post-launch by addressing feedback. Master's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field AND 4+ years experience in project management, operations, or engineering OR Bachelor's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field AND 6+ years experience in project management, operations, or engineering OR equivalent experience. Experience working in high volume contact center operations. Experience working in the Business Continuity / Disaster Recovering arena. Experience deploying and maintaining package software solutions.