AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health and financial security, and personal fulfillment. AARP also works for individuals in the marketplace by sparking new solutions and allowing carefully chosen, high-quality products and services to carry the AARP name. As a trusted source for news and information, AARP produces the nation's largest-circulation publications, AARP The Magazine and the AARP Bulletin.
AARP’s Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP’s reputation, drives engagement and member growth, and showcases AARP’s mission and value through one, integrated voice.
The Manager, Business Technology oversees the management and optimization of business applications, legacy systems, databases, and web interfaces to address evolving business needs. This role serves as a key liaison between the business units and technology teams, as well as external vendors, ensuring business requirements are accurately translated into functional solutions. The Manager actively participates in application development and implementation projects and works closely with leadership to identify opportunities for streamlining processes and implementing new procedures that enhance operational efficiency of the unit/department.
AARP’s Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP’s reputation, drives engagement and member growth, and showcases AARP’s mission and value through one, integrated voice.
The Manager, Business Technology oversees the management and optimization of business applications, legacy systems, databases, and web interfaces to address evolving business needs. This role serves as a key liaison between the business units and technology teams, as well as external vendors, ensuring business requirements are accurately translated into functional solutions. The Manager actively participates in application development and implementation projects and works closely with leadership to identify opportunities for streamlining processes and implementing new procedures that enhance operational efficiency of the unit/department.
Responsibilities
- Leads team and participates in technical projects and creation of necessary supporting documentation, tracks progress towards milestones, and keeps tabs on all the moving parts of agile planning and development cycles.
- Participates in application implementation and development projects and delivers support and solutions for issues to include workflow evaluation and streamlining.
- Conducts and oversees team participation in system testing for major and minor releases. Documents defects, retests, and confirms fixes. Participates in production acceptance testing for all releases.
- Leads team and participates in backlog prioritizations and release planning for system related work including defects, enhancements, and new implementations for assigned applications/systems/processes.
- Participates in security compliance efforts (e.g., PCI and System Access Audits).
- Develops User support documentation and provides ongoing training and support to user community.
- Serves as a key point of contact with technology suppliers. Manages account, monitors contract compliance, and manages vendor invoices and tracks budget.
- Manages team responsible for implementation of internal business administration to create and maintain user set up. Maintains content workflow across channels, member offers, recommendations, templates, queues, address books, and other key metadata for current CRM production, training, and test environments
Qualifications
- Must be an entrepreneurial self-starter with exceptional time management skills and the ability to juggle multiple implementations/projects simultaneously.
- Strong technical expertise in call center operations, including experience with standard operational reporting, dashboards, ACD, CTI, IVR, and CRM solutions.
- Demonstrated project management capabilities.
- Excellent verbal and written communication skills, with preferred experience working in an agile development environment.
- Availability to work outside standard hours, including evenings and/or weekends, as needed to support contact center operations and system releases.
- High school diploma and 8+ years of experience in operations within a contact center or software development environment.
Preferred
- 5+ years of supervisory experience, leading and managing teams.
- Bachelor’s degree.
- Familiarity with Salesforce Service Cloud, operational reporting and dashboards.
- AARP will not sponsor an employment visa for this position at this time.
Additional Requirements
- Regular and reliable job attendance.
- Effective verbal and written communication skills.
- Exhibit respect and understanding of others to maintain professional relationships.
- Independent judgement in evaluation options to make sound decisions.
- Home office environment with the ability to work effectively surrounded by moderate home environment noise.
Hybrid Work Environment
AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work can only be done within the United States and its territories.
Compensation and Benefits
AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement.
Equal Employment Opportunity
AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.
