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Business Solutions Manager, Contact Center Technologies
CrossCountry Mortgage, LLC. Own cross-functional initiatives across the Contact Center Technology and Communications portfolio .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in coordinating cross-functional initiatives, managing interdependencies, and driving operational efficiency within technology and business environments. Proficient in stakeholder engagement, risk management, and performance evaluation to enhance customer experience and business outcomes.
Highest-signal resume keywords
Cross-Functional Initiative CoordinationStakeholder EngagementRisk ManagementOperational Process ImprovementTechnology Implementation Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Project ManagementBusiness AnalysisPerformance EvaluationOperational ReadinessProcess Alignment
Soft Skills
Strong Organizational SkillsAnalytical Problem-SolvingEffective CommunicationRelationship BuildingInfluencing Stakeholders
Industry Keywords
Contact Center TechnologyMortgage ServicingFinancial ServicesCustomer ExperienceEnterprise System Initiatives
About the role
Key responsibilities & impact- Own cross-functional initiatives across the Contact Center Technology and Communications portfolio
- Coordinate business, technology, operational, and enterprise stakeholders around priorities, timelines, deliverables, and outcomes
- Serve as the central coordination point for initiatives spanning multiple teams
- Develop and maintain execution plans, tracking milestones, dependencies, risks, decisions, and progress through implementation
- Lead alignment 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
- 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, operational efficiency, business outcomes, and customer experience
- Support portfolio planning and broader business and technology priorities
- Coordinate operational readiness activities, including process alignment, training, communications, and implementation planning
- Monitor initiative progress and operational outcomes; recommend actions to improve execution, efficiency, and customer experience
- Prepare leadership updates on initiative 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
Requirements
What you’ll need- 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
- Ability to coordinate cross-functional initiatives involving multiple teams, stakeholders, and competing priorities
- Strong organizational and planning skills
- Ability to manage interdependencies, timelines, risks, and deliverables across concurrent initiatives
- 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
- 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
- Ability to prepare concise updates for leadership
- Demonstrated accountability and sound judgment
- 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
Benefits
Comp & perks- Competitive compensation plan
- Medical insurance
- Dental insurance
- Vision insurance
- 401K
- Company-provided short-term disability
- Employee assistance program
- Wellness program
- Robust benefits package
- Career development opportunities implied by “A culture where you can grow”