App Development & Experience Operations Manager II
US-CO-Englewood
Attract-careers1
Req #: 93202
Type: Fulltime-Regular
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Overview: Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents. Responsibilities: The Ticketing App (Case Manager) is an essential application on the agent desktop, part of our App Development & Experience (ADX) team. It's the primary channel for our frontline agents to submit delayed-assistance tickets, ensuring customer concerns are resolved efficiently. This application is crucial for our caseworking teams, empowering them to deliver solutions and providing a world-class customer experience. Essentially, the Case Manager App team exists to eliminate any barriers an application might create between a customer's resolution and an agent's ability to provide outstanding service. As a Business Operations Manager, you'll lead a diverse team of developers, content creators, and scriptwriters in building and optimizing these critical ticketing processes. This means you'll be evaluating existing workflows, identifying key areas for improvement, and overseeing both frontend application processes and backend development that partners closely with our IT teams. A core part of your role will be to define and articulate a strong vision for the application, creating a strategic roadmap that outlines clear team goals aligned with our overarching customer experience objectives. Key Responsibilities: * Oversee the vision, design, and implementation of the Case Manager Application, consistently working to remove barriers and enhance our agents' ability to provide world-class customer service * Evaluate existing ticketing processes and identify key areas for optimization within the application, ensuring seamless and efficient workflows * Lead and develop a team of technical experts, including developers, content creators, and scriptwriters. You'll foster their growth through challenging assignments, frequent development discussions, and compelling goal plans * Create and maintain a strategic roadmap for the team and application, communicating initiatives that drive performance enhancements and align with stakeholder needs * Partner and build strong relationships with various stakeholders across the organization, translating complex technical concepts into clear, actionable insights * Apply strong analytical, problem-solving, and logic skills to define problems, collect data, establish facts, and draw valid conclusions, even when dealing with abstract and technical variables * Make sound decisions based on a blend of analysis, wisdom, experience, and judgment, particularly in a fast-paced and highly dynamic environment where you can comfortably cope with change and uncertainty Qualifications: Education and Experience: * A Bachelor's Degree from a four-year college or university, or at least 4 years of people leadership experience. An equivalent combination of education and experience is also satisfactory * A conceptual understanding of APIs, database infrastructure, and server-side operations. While you don't need to be fluent, you can effectively lead a team working with Python, JavaScript, and complex system integrations * Experience influencing and driving strategic, cross-functional initiatives within a team environment Skills and Qualifications: * The ability to learn quickly, multi-task, prioritize, and work effectively under pressure in a rapidly evolving landscape * Excellent presentation, organizational, analytical, interpersonal, and written/oral communication skills, enabling you to effectively communicate with all levels of organizational staff Visa sponsorship not available for this role Candidates must be willing to participate in at least one in-person on-site interview.
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