Strategic Portfolio Lead – Contact Center Tech

RPMS RoundPoint Mortgage Servicing; United States; Remoto; USD 110.000 - 170.000; Tempo pieno

Vantaggi offerti da questo lavoro

Benefits package

Descrizione del lavoro

CrossCountry Mortgage is seeking a Business Solutions Manager for Contact Center Technologies to coordinate complex cross-functional initiatives across business and technology teams. You will align stakeholders, develop execution plans, and drive delivery for portfolio initiatives within the Customer Experience & Technology organization.

You will work with product managers, IT, operations, compliance, and legal to ensure dependencies are managed and outcomes achieved, advancing customer

Competenze

• Bachelor’s degree in business, information technology, computer science, finance, or a related field.
• 5+ years coordinating complex business and technology initiatives, preferably in mortgage servicing, financial services, customer experience, or contact center environments.
• Demonstrated ability to coordinate cross-functional initiatives involving multiple teams, stakeholders, and competing priorities.
• Strong organizational and planning skills, with the ability to manage interdependencies, timelines, risks, and deliverables across concurrent initiatives.
• Proven 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, including the 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, including the ability to prepare concise updates for leadership.
• Demonstrated accountability, sound judgment, and the 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 to advance shared objectives.

Mansioni

• Own cross‑functional initiatives across the Contact Center Technology and Communications portfolio, ensuring business, technology, operational, and enterprise stakeholders remain aligned on priorities, timelines, deliverables, and expected outcomes.
• Serve as the owner and central coordination point for initiatives spanning multiple teams, facilitating collaboration and ensuring each group understands its responsibilities, dependencies, and deliverables.
• Develop and maintain coordinated execution plans for key initiatives, tracking milestones, dependencies, risks, decisions, and progress from initial planning through implementation.
• Lead discussions among business leaders, product managers, technical leads, IT, operations, compliance, legal, and other stakeholders to align expectations, resolve issues, and maintain forward momentum.
• Proactively identify cross-functional risks, resource constraints, competing priorities, and dependencies that may affect delivery. Coordinate mitigation efforts and elevate issues requiring leadership decisions.
• Partner with product managers and technical leads to coordinate initiatives across requirements, development, testing, deployment, and post-implementation activities while maintaining clear ownership of product requirements and technical delivery.
• Identify gaps, emerging needs, performance concerns, and opportunities for improvement, partnering with product management, technology, and business stakeholders to determine appropriate solutions and next steps.
• Proactively identify and evaluate opportunities to enhance existing capabilities, improve operational efficiency, address business needs, and strengthen the customer experience.
• Assess potential benefits, impacts, and dependencies with cross-functional stakeholders and recommend enhancements and future initiatives aligned with broader business priorities.
• Support portfolio planning and the execution of broader business and technology priorities by identifying opportunities, evaluating operational impacts, and coordinating the activities required to advance strategic objectives.
• Coordinate readiness activities across impacted business and operational teams, including process alignment, training, communications, and implementation planning, as appropriate.
• Monitor initiative progress and relevant operational outcomes, assess whether expected benefits are being realized, and recommend actions to improve execution, efficiency, and customer experience.
• Own and prepare concise leadership updates on initiative status, milestones, risks, dependencies, decisions, portfolio performance, and issues requiring escalation.
• Maintain appropriate initiative documentation, accountability, decision tracking, and visibility into scope, timelines, risks, dependencies, and expected outcomes.
• Coordinate with external vendors and partners, as needed, to align activities, manage dependencies, and support successful implementation of portfolio initiatives.
• Partner with compliance, legal, risk, and other relevant stakeholders to ensure applicable requirements are incorporated into initiative planning and execution.

Conoscenze

Cross-functional coordination

Organizational skills

Analytical thinking

Communication skills

Relationship building

Problem solving

Formazione

Bachelor’s degree in business/IT/CS/finance

Descrizione del lavoro

CrossCountry Mortgage is seeking a Business Solutions Manager for Contact Center Technologies to coordinate complex cross-functional initiatives across business and technology teams. You will align stakeholders, develop execution plans, and drive delivery for portfolio initiatives within the Customer Experience & Technology organization.

You will work with product managers, IT, operations, compliance, and legal to ensure dependencies are managed and outcomes achieved, advancing customer