Manager Customer Applications

Job Purpose
The Manager is responsible for leading a team of Business System Analysts and Solution Architects in the successful intake, design, and delivery of technology to enable business solutions. This role ensures alignment of solution delivery with organizational strategy, optimizes team performance, and fosters strong partnerships between business stakeholders, IT, and vendors. The Manager provides people leadership, oversees solution governance, and drives continuous improvement across processes, systems, and solution design.

Key Responsibilities
Team Leadership & People Management

• Directly manage a team of Business System Analysts and Solution Architects, providing coaching, mentorship, and performance management.
• Build team capability by identifying skill gaps and supporting professional development.
• Foster a collaborative, inclusive, and high-performing team culture.
• Oversee intake and triage of new business requests, ensuring requests align with business priorities and available capacity.

Solution Governance & Delivery

• Partner with business leaders to define solution roadmaps and ensure resource alignment.
• Facilitate prioritization sessions, balancing immediate needs with long-term strategy.
• Ensure consistent application of solution delivery frameworks and methodologies.
• Oversee requirements gathering, analysis, testing, and solution design.
• Monitor project and support milestones, risks, budgets, and dependencies; escalate issues when needed.
• Partner with vendors and internal IT to ensure solutions meet technical and security standards.

Continuous Improvement & Innovation

• Identify systemic issues, process inefficiencies, and recurring gaps; lead improvement initiatives.
• Promote adoption of best practices in solution design, documentation, and delivery.
• Encourage innovation in system optimization, automation, and customer experience enhancements.

Stakeholder Engagement & Communication

• Act as a primary liaison between IT solution teams and business leadership.
• Communicate project status, risks, and value delivery to executives and stakeholders.
• Represent solution delivery in governance forums and planning sessions.

Competencies

• Develops Talent – Provides feedback, coaching, and opportunities for growth.
• Plans and Aligns – Sets clear objectives and aligns resources to organizational priorities.
• Drives Results – Consistently achieves results, even under tough circumstances.
• Manages Complexity – Interprets complex information and provides clear direction.
• Strategic Mindset – Anticipates future trends and integrates them into team strategy.
• Communicates Effectively – Adapts communication style for executives, peers, and staff.

Skills

• Proven ability to lead and motivate technical/business teams.
• Strong problem-solving and decision-making skills with the ability to manage complexity.
• Excellent communication and executive presentation skills.
• Experience in vendor management and contract oversight.
• Skilled in resource planning, prioritization, and capacity management.

Education

• Bachelor's degree in business, computer science, information systems, or related field required; Master's degree preferred.

Experience

• 7+ years of experience in application solution analysis, managing business requirements, or related fields, including at least 2–3 years in a leadership or managerial role.
• Experience managing solution delivery teams (business analysts, solution analysts, solution architects) preferred.
• Project management
• Strong background with customer billing systems, customer management (CRM), or customer experience (CX) solutions.

Work Location
This hybrid role is based at our Madison, WI headquarters. While three days onsite is the minimum, team collaboration and business needs may require additional in-office presence.