Sr Manager, INFCOMM

Required

• The Senior Manager, Infrastructure Communications leads the team responsible for the operational health, administration, and evolution of enterprise communications and contact center technologies, including telephony, SMS/texting, live chat, and related email and productivity capabilities. The role is accountable for ensuring these technologies are reliable, effectively supported, and continuously improved to meet the needs of the internal teams that rely on them for day-to-day operations.
• This role combines people leadership, technology operations, service management, vendor management, and cross-functional delivery. The Senior Manager leads a team of technology and operations professionals and owns day-to-day operational decision-making, platform and service health, incident response, stakeholder communications, vendor performance and relationships, and continuous improvement of the team’s processes and support model. The role identifies and implements opportunities to improve efficiency, scalability, service quality, and productivity for both the Infrastructure Communications team and the business functions it supports.
• The Senior Manager also leads the Infrastructure Communications team’s participation in complex, cross-functional technology initiatives, including platform pilots, implementations, and migrations. The role partners closely with business stakeholders, Technology Operations, CRM, Engineering, Transformation/Delivery teams, and external technology vendors to manage dependencies, resolve issues, and support successful delivery and adoption. The Senior Manager operates with autonomy over the function’s day-to-day operations and recommends improvements to its technologies and operating model, while partnering with senior leadership on broader decisions related to technology strategy, governance, business processes, organizational ownership, and commercial vendor commitments.