Senior Manager - Customer Service Technology

The Senior Manager of Customer Service Technology in Boston is responsible for overseeing the strategy and delivery of customer service platforms, ensuring operational excellence, compliance, and content alignment with regulatory standards. The role involves managing a portfolio of customer-facing technologies such as CRM, CIS, and CCaaS platforms, while leading modernization initiatives and vendor relationships. The person in this position partners with business leaders to translate objectives into technical capabilities and monitors system performance and stability. They also ensure regulatory compliance, support audits, and facilitate technology enhancements. Leadership of a team of IT professionals and management of budgets and contracts are key responsibilities. The role requires extensive experience in customer service technologies within a regulated environment, strong stakeholder engagement skills, and a technical background in relevant software systems.