Business Applications Manager

About the role

Lead a customer care group that supports users of internally developed applications, setting consistent practices for advocacy, support, adoption and lifecycle coordination.

What you will do

• Manage, coach and develop five application advocate analysts and set service and performance standards
• Allocate advocate coverage by application size, complexity, risk and demand, with escalation paths
• Own the advocacy operating model and resource plan, including hiring and succession planning
• Gather user needs and feedback for product owners and coordinate testing, releases and enablement
• Track delivery, adoption, application health and risks, escalating material issues to the CIO
• Build relationships with business leaders and turn recurring problems into improvement proposals

What they look for

• Demonstrated technical capability alongside leadership and delivery experience
• Ability to translate between users, business leaders and technical teams
• Experience managing and developing a support or advocacy team
• Comfort working U.S. Eastern business hours in a remote setting