Business Applications Manager

This is a fully remote position, open to applicants in Costa Rica, +5 more countries.

📋 Description

• Oversee the Customer Care division that serves users of internally developed applications.

• Report directly to the Chief Information Officer.

• Lead, mentor, and develop a team of five Application Advocate Analysts.

• Create service and performance benchmarks, escalation procedures, continuity plans, and advocate coverage.

• Own the operating model and resource allocation for application advocacy.

• Recruit advocates, evaluate performance, nurture staff development, and establish succession plans for critical applications.

• Facilitate requirements discovery and address complex user challenges within the scope of application support.

• Manage substantial rollouts while ensuring engineering teams maintain ownership of fundamental software repairs.

• Organize user needs, requirements, and feedback for product owners or business stakeholders.

• Coordinate readiness for testing, releases, user enablement, and adoption in conjunction with technical teams.

• Track delivery metrics, application health, risks, and team capacity; escalate significant issues to the CIO and relevant stakeholders.

• Develop improvement proposals based on recurring user issues and ensure follow-through on remediation efforts.

• Maintain communication channels for inquiries, requests, incidents, feedback, and escalation.

• Manage communication regarding user-facing issues and direct technical failures to engineering teams.

• Organize documentation, training, and adoption initiatives.

• Lead the planning for application readiness and adoption, measuring the impact of training and process modifications.

⛳️ Requirements

• Relevant education or professional training is appreciated; a degree is not a requirement.

• A minimum of eight years of pertinent experience in business applications, application operations, business systems, or internal customer success.

• At least three years of experience in a leadership role.

• Proven experience in leading and mentoring a remote team.

• Demonstrated capability in establishing effective service standards and enhancing user support and adoption for production applications.

• Evidence of successfully building or significantly enhancing a function or production capability.

• Experience in making prioritization decisions alongside senior business leaders.

• Recent hands-on experience in delivery.

• Experience coordinating requirements, testing, releases, user enablement, and ongoing support across business, product, and engineering teams.

• Technical fluency adequate to comprehend workflows, integrations, data flows, defects, and delivery constraints.

• Strong analytical abilities and proficient English communication skills.

• Experience in lending or financial services, business-user support, and data reconciliation is preferred.

🏝️ Benefits

• Paid time off (PTO).

• Fully remote work environment.