Business Applications Manager

About the role

The Business Applications Manager leads the Customer Care organization serving users of the company's internally developed applications. Reporting to the Chief Information Officer, the role manages five Application Advocate Analysts and sets consistent practices for application advocacy, user support, adoption and lifecycle coordination. It is fully remote, open to qualified international candidates, with U.S. Eastern business hours and supervision of five analysts initially.

Key responsibilities

• Lead Customer Care: manage, coach and develop the five Application Advocate Analysts, allocate coverage by application size, complexity, risk and demand, and own the advocacy operating model and resource plan.
• Coordinate the application lifecycle: gather user needs, requirements and feedback for the product owner, coordinate testing readiness, releases and user enablement, track delivery, adoption and application health, and escalate material issues to the CIO.
• Build trusted relationships with business leaders and turn recurring user problems into evidence-based improvement proposals.
• Support users and adoption: maintain channels for questions, requests, incidents and escalations, route technical failures to engineering, and coordinate documentation, training and adoption plans.

Required profile

• Eight or more years of relevant experience in business applications, application operations, business systems or internal customer success, including at least three years of people leadership.
• Demonstrated experience leading and coaching a remote team, setting service standards and improving user support and adoption for production applications.
• Recent hands-on delivery experience is required.
• A degree is not mandatory; technical capability, leadership and delivery experience are the main qualifications.

Required skills

• Business applications, application operations, release management, testing, user enablement, defect management and technical troubleshooting.
• Technical fluency to understand workflows, integrations, data flows and delivery constraints, with strong analytical and English communication skills.

What we offer

• Compensation in USD.
• Paid time off (PTO).
• Fully remote work environment.