Senior Technical Solution Manager

What you'll do

• Define Business Continuity Disaster Recovery (BCDR) scenarios and requirements for the customer support ecosystem.
• Develop and maintain BCDR playbooks to guide company-wide responses during outages.
• Conduct periodic outage drills to test people, processes, and technology readiness.
• Create the vision, strategy, and roadmap for high-impact solutions aligned with security and compliance.
• Translate complex problem statements into business requirements for engineering teams.
• Track project schedules, manage risks, and hold stakeholders accountable for deliverables.
• Define success criteria and performance metrics using KPIs, OKRs, and Voice of Customer feedback.
• Conduct user acceptance testing and train stakeholders on new solution features and changes.

What we're looking for

• Master's Degree in a relevant field and 4+ years of experience in project management, operations, or engineering.
• Bachelor's Degree in a relevant field and 6+ years of experience in project management, operations, or engineering.
• Equivalent experience to the degree and years of experience requirements.
• Ability to meet Microsoft Cloud Background Check and other government security screening requirements.
• Experience working in high volume contact center operations (preferred).
• Experience working in the Business Continuity / Disaster Recovery arena (preferred).
• Experience deploying and maintaining package software solutions (preferred).