Job Description

We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Liberty Mutual. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will redefine how people experience insurance.

The GRM US Service Technology team is actively searching for an experienced manager to support the following team:

Contact Center Technology - In this role you will manage up to 3 agile teams responsible for building, maintaining and continuing to evolve our caller experience capabilities specifically in the area of caller identification/caller intent and caller self-service bots. You will also be accountable for the Stability, Security and Reliability of the systems and applications built by your teams.

In addition to supporting the growth, development and delivery of these teams, this manager will also collaborate with other Service Tech managers and teams, Cognitive Experience/Self-Service LIT squads, along with aligned Solution Delivery Product Owners and Global Network Services squads to support our caller and rep experience. This manager reports into the Director of GRM US Service Tech - Contact Center Technology.

* Ensures portfolio of applications are enhanced and maintained to meet compliance standards and business functional needs.
* Understands the business domain and product vision; in partnership with other team members (Scrum Master, Architect, Solutions Engineer, Product Owner)aligns work of the team toward the shared goals of the product.
* In partnership with Product Ownerand team, identifies key performance indicators to measure success of work product.
* Supports team members in addressing or escalating issues to make the overall team more efficient. Removes roadblocks and obstacles; manages interdependencies when needed.
* Initiates and fosters collaborative partnerships with other aligned managersand senior scrum masters to support agile delivery teams; develops relationships that support increasing efficiency and effectiveness.
* Hires talent and actively engages in recruiting processes. Responsible for workforce and talent management plans.
* Coordinates and delivers performance reviews and drives professional development; Facilitates or provides mentoring experiences.
* Develops frameworks for benchmarking skills and establishing competency standards.
* Deals effectively with performance issues in a timely manner; Provides relevant coaching and support.
* Coordinates withvendors to ensure talent management, on-boarding and transition of contractor staffing are performed in a consistent manner.
* Contributes to financial plan for portfolio; manages resourcing and vendor coststo plan.
* Manage and negotiate vendor contracts for contact center related products and services.
* Participates in the development of business and/or technologyvision, strategies, critical success factors and operating plans for aligned applications and
* Application ownership including but not limited to application continuity and resiliency, problem and incident management, compliance activities.
* Working with architecture and the agile teams to ensures system, technical and product architectures are aligned with business objectives.
Qualifications:
* Bachelors Degreein Computer Science or related discipline
* 5-7 yearsIT related experience, including previous experience in a leadership position
* Experience managing complex technology concepts across legacy and modern tech stacks
* Requires excellent communication, interpersonal, organizational and team building skills
* Demonstrated experience working with Agile development teams
* Workingknowledge of IT concepts, strategies, and methodologies
* Working knowledge of business operations, objectives, and strategies