IT Manager - Contact Center Tools

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As an IT manager on the Contact Center Support Tools team within the Telecom Experience platform organization. You’ll lead a highly skilled service management team consisting of developers, business system analysts and quality assurance analysts. You’ll coach and mentor the team and build collaborative relationships with our business, IT and vendor partners. In this role, you’ll own three distinct products: Workforce management, Call Quality and Analytics and eLicensing. Additionally, you’ll implement Progressive’s Incident, problem, and Change Management processes and collaborate with others to set direction for your product portfolio.

This is a remote position with occasional travel to an office for important events, strategic work sessions, meetings and/or training.

Must-have qualifications

• Minimum four years of work experience managing professionals, technologies, architecture, or project delivery.
• Bachelor's degree or higher in an Information Technology or Business discipline or related field of study (e.g., Computer Science, Business Management) and a minimum of one year of work experience managing professionals, technologies, architecture, or project delivery

Preferred skills:

• A strong focus on building and maintaining engaging, high – performance team environments with a proven track record.
• Extensive experience in IT Service management, with deep knowledge of Incident, Problem, and Change Management, and a strong background in project delivery.
• Proficiency in LEAN and Agile delivery principles, including hands-on experience with AzDO/Git boards.
• Skilled in managing and optimizing enterprise contact center services, including vendor solutions, cost control, and rapid application of complex concepts.
• Experience building consensus and sponsoring complex initiatives, and managing vendors and teams through strategic partnerships and strong communication skills

Compensation

• $136,340-$160,400/year
• Gainshare annual cash incentive payment up to 40% of your eligible earnings based on company performance

Benefits

• 401(k) with dollar-for-dollar company match up to 6%
• Medical, dental & vision, including free preventative care
• Wellness & mental health programs
• Health care flexible spending accounts, health savings accounts, & life insurance
• Paid time off, including volunteer time off
• Paid & unpaid sick leave where applicable, as well as short & long-term disability
• Parental & family leave; military leave & pay Diverse, inclusive & welcoming culture with Employee Resource Groups
• Career development & tuition assistance

Energage recognizes Progressive as a 2025 Top Workplace for: Innovation, Purposes & Values, Work-Life Flexibility, Compensation & Benefits, and Leadership.

Equal Opportunity Employer

Sponsorship for work authorization for foreign national candidates is not available for this position

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