Senior Release Manager, Customer Service Platform

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

📋 Description

• Serve as the main point of contact between platform management, technical project management, engineering, testing, and operations teams. Ensure effective and consistent communication among all stakeholders for each release.

• Keep documentation and tracking sheets current so that all stakeholders have access to the necessary information at the appropriate time.

• Develop and implement best practices for managing software releases.

• Establish, monitor, and analyze key metrics to ensure that releases are completed on schedule and meet predetermined success criteria.

• Identify potential issues, risks, and regional variations prior to releases, and collaborate with teams to analyze, escalate, and address them.

• Work autonomously with stakeholders and owners to confirm readiness for release and eliminate any obstacles.

• Facilitate formal go/no-go decisions by outlining the criteria required for release approval.

• Collaborate with operations and training teams to ensure that agents are adequately prepared to utilize new tools.

• Oversee post-release activities: track adoption, identify problems, and conduct retrospectives to enhance future releases.

⛳️ Requirements

• More than 7 years of experience in technical program management, project management, release management, or product operations with a proven track record.

• Experience in leading product releases that involve multiple teams, occasionally with visibility at the executive level.

• Exceptional verbal, written, and presentation skills across all organizational levels.

• Strong analytical and problem-solving abilities.

• Comprehensive understanding of product release processes and experience collaborating with engineering teams.

• Proficient in virtual collaboration and project management tools such as Asana, Jira, and Airtable.

• Strategic thinker with excellent organizational skills, capable of working across various teams.

• Practical knowledge of the software development lifecycle and methodologies, with specific experience in Agile considered an asset.

• Dependable and trustworthy: self-motivated, accountable, and able to work independently.

• Strong strategic judgment: ability to interpret organizational goals and translate them into actionable plans.

• Capable of managing multiple priorities concurrently in a fast-paced environment.

• Dedicated to continuous improvement.

• Experience working with cross-functional teams.

🏝️ Benefits

• Bonuses

• Stock options

• Employee Travel Credits