Manager, Technical Operations – Implementation and Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the technical operations team across various internal departments to guarantee a consistently positive client experience.

• Offer leadership and support to employees through performance management and guidance.

• Ensure client requirements are fulfilled promptly and with high quality throughout the functional lifecycle, including analysis and programming.

• Evaluate business processes throughout the organization and pinpoint enhancements within Technical Operations for Customer Service and Implementation.

• Administer business programs and processes, encompassing prioritization, requirements, timelines, planning, communication, scope and change management, training, and implementation.

• Tackle intricate technical challenges related to system performance and scalability.

• Create reusable technical solutions and document best practices.

• Manage high-volume technical projects and proactively address issues that impact team performance.

• Assist in determining future system requirements and contribute to long-term strategic planning.

• Optimize processes and workflows for Implementation and Support requests.

• Make decisions regarding team operations, process enhancements, technical solutions, team structure, and organizational procedures.

• Oversee implementations and issue resolution to enhance customer satisfaction and establish customer expectations.

• Identify opportunities to leverage AI, automation, and scalable tools.

• Collaborate with internal partners and stakeholders to prioritize projects and create timelines.

• Work alongside the Director and development teams on new product features and enhancements.

• Maintain relationships with internal business partners and serve as a liaison between technical teams and other departments.

• Supervise daily technical team operations, which include recruitment, onboarding, and professional development.

• Coach, mentor, and provide ongoing feedback to team members.

• Conduct one-on-one meetings, organize team events, and promote employee morale.

• Develop learning, development, and career progression plans.

• Direct resources to design, program, implement, and test technical solutions.

• Manage workstreams and queues to ensure timely issue resolution and compliance with SLAs and client KPIs.

• Design, program, implement, test, and support integrations with both new and existing vendors.

• Transition integrations from legacy platforms to new platforms.

• Manage data integration projects and liaise with external partners.

⛳️ Requirements

• A bachelor's degree is required.

• Proven experience in managing a team that handles a high volume of projects.

• At least 3 years of personnel management experience.

• Minimum of 5 years in technical or programming-related roles.

• Ability to demonstrate a focus on processes and metrics.

• Significant experience in customer-facing interactions.

• Experience working across functions and building strong relationships.

• Background in developing, implementing, and managing control/auditing processes.

• Preferred experience in creating and fostering the adoption of cross-departmental processes.

• Previous experience managing and motivating employees in a virtual environment is preferred.

• Familiarity with payroll and/or HR concepts is preferred.

• Lean Six Sigma experience is preferred.

• Strong and effective communication skills are preferred.

• Experience handling payroll and/or HR data is a plus.

• Preferred experience in defining software requirements.

• Experience in company-to-company file transfers is preferred.

• Knowledge of EDI/XML file security is preferred.

• SQL experience is highly desirable.

• Ability to remain seated for extended periods, typically 7–8 hours per day.

• Capability to operate computers and phone systems, type, and utilize multiple software programs simultaneously.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• 401(k) matching.

• Employee perks supporting individuals, families, and financial well-being.

• Opportunities for career development.

• Annual bonus.

• Grant of restricted stock units based on individual performance.

• Reasonable accommodations for applicants and employees with disabilities.