Manager – Engineering

We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Liberty Mutual. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will redefine how people experience insurance.  

The USRM Service Technology Organization is searching for an experienced people leader:

Are you a passionate and dynamic leader ready to make a meaningful impact in the world of Contact Center technology? In this pivotal role, you will guide multiple agile teams dedicated to building, maintaining, and continuously advancing our cutting-edge telephony and call center systems and vision. Your leadership will be crucial in ensuring the stability, security, and reliability of the technologies that power seamless interactions between our customers and representatives.

Beyond driving technical excellence, you will inspire and develop your teams while fostering strong collaboration with fellow Servicing Tech Leaders, Product Owners, and Global Network Services squads. Together, you will elevate the caller and rep experience to new heights. Join us and lead transformative efforts that shape how we connect with and support our customers every day. This position reports directly to the Senior Director of Contact Center and Interaction Management.

• Ensures portfolio of applications are enhanced and maintained to meet compliance standards and business functional needs.
• Understands the business domain and product vision; in partnership with other team members (Solution Architects, Solutions Engineers, Product Owners) aligns work of the team toward the shared goals of the software product.
• In partnership with Product Owner and team, identifies key performance indicators to measure success of work product.
• Removes roadblocks and obstacles; manages interdependencies when needed.
• Supports agile delivery teams; develops relationships that support increasing efficiency and effectiveness.
• Hires talent and actively engages in recruiting processes.
• Coordinates and delivers performance reviews and drives professional development; provides relevant coaching and support.
• Contributes to financial plan for portfolio; manages resourcing and vendor costs to plan.
• Manage and negotiate vendor contracts for contact center related products and services.
• Participates in the development of business and/or technology vision, strategies, critical success factors and operating plans for aligned applications and portfolio.
• Application ownership including but not limited to application continuity and resiliency, problem and incident management, compliance activities.
• Working with architecture and the agile teams to ensures system, technical and product architectures are aligned with business objectives and is working toward North Star Architecture. 

• Bachelor’s degree in computer science or related discipline
• At least 5-7 years of IT related experience, including previous experience in communications platforms, contact centers, telephony, self-service capabilities
• Experience managing complex technology concepts across tech stacks
• Requires excellent communication, interpersonal, organizational and team building skills
• Demonstrated experience working with Agile development teams
• Demonstrated experience effectively motivating and leading engaged individuals and teams
• Working knowledge of IT concepts, strategies, and methodologies

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.

At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.

We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

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