Description
- Business Applications Manager
- Internal Customer Care and Application Advocacy
- Reports to: Chief Information Officer
- Department: Information Operations - Customer Care
- Location: Fully remote; open to qualified international candidates
- Work schedule: U.S. Eastern business hours
- Supervisory responsibility: Five Application Advocate Analysts initially
Position Summary
- The Business Applications Manager leads the Customer Care organization serving users of the company's internally developed applications.
- Reporting to the CIO, this role manages five Application Advocate Analysts and establishes consistent practices for application advocacy, user support, adoption, and lifecycle coordination.
- The position requires technical fluency, but is not a software-development role; its focus is translating between users, business leaders, and technical teams so applications meet user needs and deliver measurable value.
Role Expectations
- Personally lead requirements discovery, resolve complex user issues within the application-support remit, and manage significant rollouts; engineering teams retain ownership of underlying software repairs.
- Balance regular direct delivery with hiring, coaching, delegation, and performance management; adjust that balance to business needs and team maturity.
Working Arrangements
- This fully remote position is open internationally.
- The employee must work U.S. Eastern business hours and maintain a dependable professional remote-work environment; occasional additional availability may be required for critical releases or incidents.
Core Responsibilities
- Lead Customer Care
- Manage, coach, and develop five Application Advocate Analysts; set clear service and performance standards.
- Allocate advocate coverage based on application size, complexity, risk, and demand, with clear escalation paths and continuity plans.
- Own the application advocacy operating model and resource plan; hire, assess performance, develop advocates, and build succession and coverage for critical applications.
- Maintain regular hands-on involvement in priority delivery.
- Coordinate the Application Lifecycle
- Organize user needs, requirements, and feedback for the designated product owner or business sponsor, who approves priorities, roadmap decisions, and business acceptance.
- Coordinate testing readiness, releases, and user enablement with technical teams.
- Track delivery, adoption, application health, risks, and team capacity; escalate material issues to the CIO and relevant product or technical owner.
- Coordinate remediation follow-through; technical teams own investigation and resolution of underlying difficulties.
- Build trusted relationships with business leaders; turn recurring user problems into evidence-based improvement proposals for product owners, with clear impact and follow-through.
- Support Users and Adoption
- Maintain reliable channels for questions, requests, incidents, feedback, and escalation, with timely communication and follow-up.
- Own user-facing issue communication and route technical failures to the accountable engineering team; keep the designated product owner informed.
- Coordinate documentation, training, and adoption activities, using feedback and support trends to identify recurring issues and improvement opportunities.
- Lead application readiness and adoption plans with business and technical teams; identify barriers to effective use and measure whether training and process changes resolve them.
Requirements
- Education: Relevant education or professional training is valued; demonstrated technical capability, leadership, and delivery experience are the primary qualifications. A degree is not mandatory.
- Required Experience:
- Eight or more years of relevant experience in business applications, application operations, business systems, or internal customer success, including at least three years of people leadership.
- Demonstrated experience leading and coaching a remote team, establishing practical service standards, and improving user support and adoption for production applications.
- Demonstrated success building or materially improving a function or production capability and making prioritization decisions with senior business leaders.
- Recent hands-on delivery experience is required.
- Experience coordinating requirements, testing, releases, user enablement, and ongoing support across business, product, and engineering teams, with clear prioritization and approval boundaries.
- Technical Skills
- Business Applications, Application Operations, Business Systems, Production Applications, Requirements Gathering, Testing, Release Management, User Enablement, Application Support, Workflows, Integrations, Data Flows, Defect Management, Technical Troubleshooting, Production Delivery.
- Soft Skills
- Technical fluency sufficient to understand workflows, integrations, data flows, defects, and delivery constraints, with strong analytical and English communication skills.
- Preferred Background / Industry Experience
- Experience in lending or financial services, business-user support, and data reconciliation preferred.
Benefits
- What We Offer
- Compensation in USD.
- Benefits include paid time off (PTO).
- Work Environment: Fully remote work environment.
Ready to Apply?
- If this sounds like you, we'd love to hear from you - submit your CV in English and hit Apply!