IS Applications Line Manager

$138,900 - $185,200/Yr

AAA - Costa Mesa, CA

Full-time - Mid Level

Costa Mesa, CA

10,001+ employees

Administrative and Support Services

About the position

As the Applications Line Manager at the Automobile Club of Southern California, you will lead a team of approximately 20 DevOps Engineers responsible for developing, enhancing, and maintaining call center technology systems and services. This role involves close collaboration with product owners and business leaders to support strategic roadmaps and operational backlogs, ensuring the delivery of high-quality solutions in an agile development environment.

Responsibilities

• Oversee a team of DevOps Engineers developing and maintaining call center technology systems.
• Check for enterprise impacting issues or outages and manage service restoration activities.
• Conduct one-on-one meetings with team members and manage performance reviews.
• Set and track individual and team goals, managing time and attendance.
• Manage contract negotiations and hardware/software purchases for approved initiatives.
• Collaborate with business SMEs, IS colleagues, and vendor partners to ensure quality delivery of capabilities.

Requirements

• Bachelor's degree in Information Systems, technology, or related area of computer science or equivalent work experience.
• Minimum of 3 years of experience managing a team of 10 or more in a DevOps role.
• Prior work experience in a senior role within the Call Center Technology space, preferably with CCaaS/Genesys Cloud.
• Experience in planning, designing, and deploying technology projects and capabilities.
• Strong leadership skills to energize multi-disciplined work teams.

Nice-to-haves

• Experience with Genesys Cloud and Call Center Technology development.
• Strong verbal and written communication skills, with the ability to express complex technical concepts in business terms.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching
• Tuition reimbursement
• Paid time off
• Wellness program
• Employee discounts