Business Applications Manager

Business Applications Manager 

Internal Customer Care and Application Advocacy 

• Reports to: Chief Information Officer 
• Department: Information Operations - Customer Care 
• Location: Fully remote; open to qualified international candidates 
• Work schedule: U.S. Eastern business hours 

• Supervisory responsibility: Five Application Advocate Analysts initially 

Position Summary 

The Business Applications Manager leads the Customer Care organization serving users of the company's internally developed applications.

Reporting to the CIO, this role manages five Application Advocate Analysts and establishes consistent practices for application advocacy, user support, adoption, and lifecycle coordination.

The position requires technical fluency, but is not a software-development role; its focus is translating between users, business leaders, and technical teams so applications meet user needs and deliver measurable value. 

• Role Expectations 
• Personally lead requirements discovery, resolve complex user issues within the application-support remit, and manage significant rollouts; engineering teams retain ownership of underlying software repairs. Balance regular direct delivery with hiring, coaching, delegation, and performance management; adjust that balance to business needs and team maturity. 
• Working Arrangements 
• This fully remote position is open internationally. The employee must work U.S. Eastern business hours and maintain a dependable professional remote-work environment; occasional additional availability may be required for critical releases or incidents. 

Core Responsibilities 

• Lead Customer Care 

• Manage, coach, and develop five Application Advocate Analysts; set clear service and performance standards. 
• Allocate advocate coverage based on application size, complexity, risk, and demand, with clear escalation paths and continuity plans. 
• Own the application advocacy operating model and resource plan; hire, assess performance, develop advocates, and build succession and coverage for critical applications. Maintain regular hands-on involvement in priority delivery. 

• Coordinate the Application Lifecycle 

• Organize user needs, requirements, and feedback for the designated product owner or business sponsor, who approves priorities, roadmap decisions, and business acceptance. Coordinate testing readiness, releases, and user enablement with technical teams. 
• Track delivery, adoption, application health, risks, and team capacity; escalate material issues to the CIO and relevant product or technical owner. Coordinate remediation follow-through; technical teams own investigation and resolution of underlying failures. 
• Build trusted relationships with business leaders; turn recurring user problems into evidence-based improvement proposals for product owners, with clear impact and follow-through. 

• Support Users and Adoption 
• Maintain reliable channels for questions, requests, incidents, feedback, and escalation, with timely communication and follow-up. Own user-facing issue communication and route technical failures to the accountable engineering team; keep the designated product owner informed. 
• Coordinate documentation, training, and adoption activities, using feedback and support trends to identify recurring issues and improvement opportunities. 
• Lead application readiness and adoption plans with business and technical teams; identify barriers to effective use and measure whether training and process changes resolve them.