Manager, Technology Administration

Employer
AARP
Location
Lakewood, California
Posted
Oct 21, 2022
Closes
Nov 04, 2022
Ref
3546
Industry
Nonprofit
Hours
Full Time
Overview

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence and nearly 38 million members, AARP strengthens communities and advocates for what matters most to families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and AARP Bulletin.

AARP's Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP's reputation, drives engagement and member growth, and showcases AARP's mission and value through one, integrated voice.

The Manager,Technology Administration manages existing business applications, legacy systems, databases, and web interfaces to meet new and emerging business unit/department needs. Acts as a business liaison with technology and vendors to help facilitate and translate business needs into functional requirements. Participates in application implementation and development projects. Collaborates with management to identify opportunities to streamline technology processes and develop new procedures that support the business unit/department.

Responsibilities

  • Manages team responsible for implementation of internal business administration to create and maintain user set up. Maintains content workflow across channels, member offers, recommendations, templates, queues, address books, and other key metadata for current CRM production, training, and test environments.
  • Leads team and participates in technical projects and creation of necessary supporting documentation, tracks progress towards milestones, and keeps tabs on all the moving parts of agile planning and development cycles.
  • Participates in application implementation and development projects and delivers support and solutions for issues to include workflow evaluation and streamlining.
  • Conducts and oversees team participation in system testing for major and minor releases. Documents defects, retests, and confirms fixes. Participates in production acceptance testing for all releases.
  • Leads team and participates in backlog prioritizations and release planning for system related work including defects, enhancements, and new implementations for assigned applications/systems/processes.
  • Participates in security compliance efforts (e.g., PCI and System Access Audits).
  • Develops User support documentation and provides ongoing training and support to user community.
  • Serves as a key point of contact with technology suppliers. Manages account, monitors contract compliance, and manages vendor invoices and tracks budget.

Qualifications

  • Bachelor's degree or equivalent work experience and 8+ years operations experience within a contact center.
  • 5+ years of supervisory experience and leading teams.
  • System Administration experience, Salesforce Systems Administrator certification preferred.
  • Must be an entrepreneurial, self-starter who possesses excellent time management skills and the ability to manage multiple implementation/project simultaneously.
  • Proven track record in project planning skills, presentation skills, interpreting and analyzing complex data, and problem identification and solving.
  • Strong technical call center skills including knowledge of, standard operational reporting and dashboards, ACD, CTI, IVR, and CRM solutions. Salesforce solutions preferred.
  • Excellent verbal and written communications skills, with experience working in agile development environment preferred.
  • Ability to travel up to 10% of the time as required.
  • Must be available to work outside of normal hours, evenings and/or weekends as required to support contact center operations and system releases.
  • In-office/open office environment with the ability to work effectively surrounded by moderate noise.


Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.