Business Solutions Manager, Contact Center Technologies

🔥 1 minute ago

❄️ Minnesota, South Carolina, +1 more states – Remote

❄️ Minnesota – Remote 🌴 South Carolina – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 Solutions Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CrossCountry Mortgage, LLC

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CrossCountry Mortgage, LLC is one of America’s leading retail mortgage lenders, providing a range of mortgage solutions for homebuyers, homeowners looking to refinance, and those seeking home equity loans. They offer a comprehensive suite of services including home purchase loans, mortgage refinancing, and home equity lines of credit (HELOC). The company prides itself on helping clients navigate the home buying process with ease, whether they are first-time buyers or seasoned investors. Known for their competitive interest rates and efficient loan processing, CrossCountry Mortgage aims to support their clients in achieving their home ownership and financial goals.

📋 Description

• Coordinate and advance business and technology initiatives across the Contact Center and Communications Technology portfolio. • Own cross-functional initiatives and align business, technology, operational, and enterprise stakeholders on priorities, timelines, deliverables, and outcomes. • Develop and maintain execution plans, tracking milestones, dependencies, risks, decisions, and progress through implementation. • Lead discussions among business leaders, product managers, technical leads, IT, operations, compliance, legal, and other stakeholders. • Identify risks, resource constraints, competing priorities, and dependencies; coordinate mitigation and escalate issues requiring leadership decisions. • Partner with product managers and technical leads across requirements, development, testing, deployment, and post-implementation activities. • Evaluate initiative, process, and technology effectiveness; identify gaps, emerging needs, performance concerns, and improvement opportunities. • Identify and evaluate opportunities to enhance capabilities, improve operational efficiency, address business needs, and strengthen customer experience. • Support portfolio planning and broader strategic business and technology priorities. • Coordinate operational readiness activities, including process alignment, training, communications, and implementation planning. • Monitor initiative progress and operational outcomes and recommend actions to improve execution, efficiency, and customer experience. • Prepare concise leadership updates on status, milestones, risks, dependencies, decisions, portfolio performance, and escalations. • Maintain initiative documentation, accountability, decision tracking, scope, timelines, risks, dependencies, and expected outcomes. • Coordinate with external vendors and partners as needed. • Partner with compliance, legal, risk, and other stakeholders to incorporate applicable requirements into initiative planning and execution.

🎯 Requirements

• Bachelor’s degree in business, information technology, computer science, finance, or a related field, in accordance with company requirements. • 5+ years of experience coordinating complex business and technology initiatives, preferably in mortgage servicing, financial services, customer experience, or contact center environments. • Demonstrated ability to coordinate cross-functional initiatives involving multiple teams, stakeholders, and competing priorities. • Strong organizational and planning skills, with the ability to manage interdependencies, timelines, risks, and deliverables across concurrent initiatives. • Proven ability to build relationships, facilitate alignment, resolve issues, and influence stakeholders across organizational boundaries. • Experience supporting technology implementations, operational process improvements, or enterprise system initiatives. • Strong analytical and problem-solving skills, including the ability to evaluate performance, identify gaps, assess impacts, and drive actionable recommendations. • Ability to assess business needs and operational outcomes and translate findings into opportunities for improvement. • Excellent written, verbal, presentation, and interpersonal communication skills, including the ability to prepare concise updates for leadership. • Demonstrated accountability, sound judgment, and the ability to operate independently while recognizing when leadership alignment or escalation is needed. • Ability to work effectively with product management, technology, business operations, and senior leadership to advance shared objectives.

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 401(k) • Company-provided short-term disability • Employee assistance program • Wellness program • Competitive compensation plan • Robust benefits package

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