Technology Solutions Manager

2 weeks ago

Raleigh, NC, United States Phelps Dunbar Full time
Description

technology products that support Phelps's business and practice groups. This individual is responsible for creating a roadmap of technology solutions that meet current business objectives and forecast future product trajectory. This role blends technology product leadership with hands-on discovery, design, and analysis of existing workflows and processes within the firm to oversee successful adoption of technology products.

The Technology Solutions Manager relies on their strategic thinking, service excellence, and a deep technical understanding of legal practice and change management to drive innovation and successful adoption of technology products.

Essential Duties & Responsibilities:

Product Lifecycle Management
  • Own the full product lifecycle: idea intake, discovery, requirements gathering, design, testing, implementation, adoption, and sunset.
  • Develop and implement strategies for integrating AI technologies into existing workflows and processes to enhance efficiency and innovation.
  • Facilitate functional and technical requirements by maintaining a well-defined roadmap and collaborating with process owners and/or practice groups during scoping activities.
  • Manage 3rd party vendors where applicable to ensure the product continues to meet the firm's needs, including influencing the product roadmap and evaluating the vendors' performance.
  • Prioritize product backlogs across products within your portfolio.
  • Manage delivery schedules and communicate progress, risks, and milestones to stakeholders.
  • Cultivate a client experience focus and culture when defining workflows and user interfaces for new and existing products
  • Monitor, measure, and analyze product/capability performance, net promoter score (NPS), user observation studies, focus groups and roundtables, utilization, and adoption across the firm to discover trends and patterns.
Technology Subject Matter Expertise
  • Act as an in-house expert or liaison to vendor experts on specific technologies.
  • Stay abreast of legal technology trends - especially automation and artificial intelligence - industry benchmarks, capabilities, and vendor roadmaps to inform firm direction and platform evolution.
  • Liaise between the legal teams, vendors and other firm support teams to ensure support of practice-specific tools.
  • Work closely with IT teams to support releases, upgrades, improvements, etc.
  • Collaborate with others in the organization and technology vendors to influence roadmaps, build partnerships, and ensure accountability with vendors.
  • Understand and adjust for the impact that automation and artificial intelligence have on people, processes, and technology and how these change the business of law and ethical obligations.
  • Key deliverables may include Customer Profiling/Segmentation & Analysis, Competitive Analysis, Product Requirements Document, Product Enhancements Backlog, Product Business Case, Product Roadmap, Client Success Storytelling, and End of Life Plan.
  • May develop project plans for initiatives, establishing timelines for completion, and sustaining and growing product adoption, where applicable.
Support, Training & Adoption
  • Coordinate with vendors and 3rd parties to provide day-to-day support to attorneys, legal teams and clients; including onboarding, user provisioning, access setup, and workflow troubleshooting.
  • Lead (or coordinate with vendors to conduct) demos and training sessions for new users and teams to adopt new technologies.
  • Develop and maintain (or coordinate with vendors to complete) user guides, training materials, job aids, FAQs, and internal documentation.
  • Promote technology adoption through targeted communications, tutorials, and ongoing engagement with departments and practice groups.
  • Track platform usage, impact, and satisfaction to inform optimization.
  • Continuously identify opportunities to improve processes and operations through automation or innovation.
Supervisory Responsibilities
  • May have direct reports; responsible for conducting team meetings and providing feedback on performance, communicating relevant metrics to help team members assess their progress, highlight key achievements, and note areas of improvement.
  • Partner with peers to foster a culture of continuous improvement, growth, and innovative spirit for all team members.
  • Regularly interact with and supervise work delegated to non-direct reports and vendor or 3rd party resources.
  • Foster a positive and collaborative culture, promoting knowledge sharing, continuous learning, and a client-centric mindset.
  • Perform other duties as assigned. Specific technology products may change over time.
Requirements

Education and Experience Required:
  • Bachelor's degree preferred but not required.
  • 5+ years' experience in technology process or product management implementing and/or supporting software (AI solutions preferred); software development lifecycle experience is beneficial.
  • Familiarity with legal technology or law firm environments is preferred.
  • Agile, Scrum, Product Management, Project Management, or other industry-recognized certifications are a plus.
Qualifications and Skills Required:
  • Broad technical fluency across multiple product types and platforms.
  • Strong project management capabilities, with the ability to manage multiple time-sensitive priorities simultaneously.
  • Demonstrated proficiency in AI technologies and their application in a business context, with a focus on legal technology and processes.
  • Self-motivated and proactive, with exceptional analytical, organizational, and problem-solving skills.
  • Demonstrated ability to write clear and effective product documentation, including user stories, training guides, and release notes.
  • Exceptional verbal and written communication skills, with the ability to collaborate professionally and confidently with a diverse range of stakeholders, including attorneys, senior leadership, IT teams, and external vendors.
  • Flexible and resilient, able to adapt to shifting priorities and maintain a calm, focused approach in high-pressure situations.
  • Proven ability to work independently with minimal supervision, while also thriving in collaborative, team-oriented environments.
  • Strong client service orientation, committed to delivering high-quality support to both internal stakeholders and external clients.
  • Strong learning agility with a demonstrated ability to quickly master new technologies, tools, and platforms.
  • Skilled in communicating complex technical concepts and developing compelling, user-centric messaging that promotes understanding and adoption.
  • Exercises sound judgment and discretion in all interactions and decision-making processes.
  • Willingness to travel to other offices to as required for successful relationship building and effective process and technology design.

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