Manager

• Lead the Customer Care organization serving users of internally developed applications
• Report to the Chief Information Officer
• Manage, coach, and develop five Application Advocate Analysts
• Establish service and performance standards, escalation paths, continuity plans, and advocate coverage
• Own the application advocacy operating model and resource plan
• Hire advocates, assess performance, develop staff, and build succession and coverage for critical applications
• Lead requirements discovery and resolve complex user issues within the application-support remit
• Manage significant rollouts while engineering teams retain ownership of underlying software repairs
• Organize user needs, requirements, and feedback for product owners or business sponsors
• Coordinate testing readiness, releases, user enablement, and adoption with technical teams
• Track delivery, adoption, application health, risks, and team capacity; escalate material issues to the CIO and relevant owners
• Build improvement proposals from recurring user problems and coordinate remediation follow-through
• Maintain channels for questions, requests, incidents, feedback, and escalation
• Own user-facing issue communication and route technical failures to engineering teams
• Coordinate documentation, training, and adoption activities
• Lead application readiness and adoption plans and measure the impact of training and process changes

Explore Business Applications Manager at World Business Lenders, LLC. Review requirements and application details.

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