[Hiring] Applications Support Manager @Crawford Technologies

Role Description

The Applications Support Manager is a senior leadership role reporting to the President, accountable for the processing schedule for all our jobs, and uptime of our SaaS systems. This is a new position designed to lead a dedicated team of technical support experts to handle the explosive growth we are experiencing. This is an exciting opportunity with a lot of growth opportunities as we take on processing work from leading enterprises globally.

Major Duties and Responsibilities

• Manage a team of production technical support specialists
• Responsible for creating and maintaining production and QA workflows
• Responsible for onboarding new applications and updates including digital returns and Document Accessibility Services workflows
• Responsible for the processing schedule for all of our jobs, and uptime of our SaaS systems
• Ensure that all jobs are completed on time and output files are delivered to customers (digital returns) or DAS Production for output and delivery
• Keep production software up to date
• Troubleshoot workflow and application processing issues
• Ensure that upgrades and updates are applied in a way that does not have a negative impact
• Manage and communicate outages and problems
• Escalate problems encountered and implement fixes
• Interface with IT, QA and development teams to ensure smooth operations
• Define and implement KPIs to measure maturity, compliance posture, delivery quality, and client impact
• Establish reporting mechanisms and executive dashboards to provide visibility into performance across engagements
• Conduct periodic maturity assessments and gap analyses to identify improvement opportunities
• Drive strategies and continuous improvement initiatives informed by data and performance insights
• Implement and oversee capacity planning processes

Qualifications

• Demonstrated experience building and scaling governance frameworks and operational standards
• Strong analytical capabilities with experience defining and tracking KPIs
• Executive-level communication and stakeholder management skills

Requirements

• 10+ years of progressive leadership experience in a role such as Information Systems Manager, Technical Support Manager, Enterprise Applications Service Manager or Computer Operations Manager

Preferred Qualifications

• Experience in enterprise software implementation and production environments
• Experience in SaaS, enterprise software, or digital transformation services
• Experience in enterprise transactional document delivery and Customer Communications Management (CCM) environments
• Background in inclusive design, human-centered design, or user research

Education

• Bachelor’s degree or experience in related field are preferred

Benefits

• Be part of a growing company and team
• Competitive salary (Commensurate with experience and position and eligible commission)
• Excellent benefits
• Medical
• Dental
• Vision
• Short Term Disability
• Long Term Disability
• Group and Voluntary Life
• Sick Time Pay
• Vacation Pay
• Holiday Pay
• Be part of a rapidly growing software company