Business Solutions Manager, Contact Center Technologies

This is a fully remote position, open to applicants in Minnesota, +2 more states.

📋 Description

• Oversee and promote business and technology projects within the Contact Center and Communications Technology portfolio.

• Take ownership of cross-functional projects and align business, technology, operational, and enterprise stakeholders on priorities, timelines, deliverables, and outcomes.

• Create and sustain execution plans, monitoring milestones, dependencies, risks, decisions, and overall progress during implementation.

• Facilitate discussions among business leaders, product managers, technical leads, IT, operations, compliance, legal, and other stakeholders.

• Recognize risks, resource limitations, competing priorities, and dependencies; coordinate mitigation strategies and escalate issues needing leadership decisions.

• Collaborate with product managers and technical leads throughout requirements gathering, development, testing, deployment, and post-implementation processes.

• Assess the effectiveness of initiatives, processes, and technology; identify gaps, emerging needs, performance issues, and opportunities for improvement.

• Discover and evaluate opportunities to enhance capabilities, boost operational efficiency, meet business needs, and improve customer experience.

• Assist in portfolio planning and align broader strategic business and technology priorities.

• Organize operational readiness activities, including process alignment, training, communications, and implementation strategies.

• Track initiative progress and operational outcomes, recommending actions to enhance execution, efficiency, and customer experience.

• Create concise updates for leadership regarding status, milestones, risks, dependencies, decisions, portfolio performance, and escalations.

• Maintain comprehensive initiative documentation, including accountability, decision tracking, scope, timelines, risks, dependencies, and expected outcomes.

• Collaborate with external vendors and partners as required.

• Work with compliance, legal, risk, and other stakeholders to integrate applicable requirements into initiative planning and execution.

⛳️ Requirements

• Bachelor's degree in business, information technology, computer science, finance, or a related field, consistent with company standards.

• Over 5 years of experience managing complex business and technology initiatives, ideally in mortgage servicing, financial services, customer experience, or contact center settings.

• Proven capability to coordinate cross-functional initiatives that involve multiple teams, stakeholders, and competing priorities.

• Exceptional organizational and planning abilities, capable of managing interdependencies, timelines, risks, and deliverables across simultaneous initiatives.

• Established track record in building relationships, fostering alignment, resolving issues, and influencing stakeholders across organizational boundaries.

• Experience in supporting technology implementations, enhancing operational processes, or managing enterprise system initiatives.

• Strong analytical and problem-solving abilities, including evaluating performance, identifying gaps, assessing impacts, and driving actionable recommendations.

• Capability to assess business needs and operational outcomes, translating findings into opportunities for improvement.

• Excellent written, verbal, presentation, and interpersonal communication skills, including the ability to provide concise updates for leadership.

• Proven accountability, sound judgment, and the ability to operate independently while recognizing when leadership engagement or escalation is required.

• Ability to effectively collaborate with product management, technology, business operations, and senior leadership to advance common objectives.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

• Company-provided short-term disability

• Employee assistance program

• Wellness program

• Competitive compensation plan

• Robust benefits package