Customer Experience Delivery Manager

Description

Customer Experience Delivery Manager

Continental General - Austin, Texas

Looking to join a growing company dedicated to helping others? We offer that, plus competitive salaries, a culture of learning, and a fast-paced environment. Join our team to help make a difference in the lives of others! 

About Continental General:

The Continental General family of companies has provided insurance, including life and long-term care policies, to individuals and groups for over 30 years, and currently supports over 100,000 policyholders. Both our insurance company, Continental General Insurance Company, and our third-party administrator, Continental General Services, are committed to the continuous development of our infrastructure, processes, and people. The group is actively growing through expansion of both its insurance portfolio and its administrative services. With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.

Job Summary

We are seeking an IT Technical Manager to lead a full-stack development team dedicated to delivering a broad portfolio of systems and services that meet end customer needs. From digital portals to internal tools, APIs, mobile experiences, and backend services, you will drive the vision and execution of customer-facing solutions that are scalable, secure, and integrated with our broader enterprise platforms.

You will play a key role in shaping our technology roadmap, starting with ownership of our customer portal (including frontend, middleware, and service orchestration), and expanding into areas such as data engineering for cross-system service delivery, white-labeled portal operationalization, mobile app development, API enablement for third-party integrations, and internal tools for CSRs and business operations teams.

We are looking for a highly technical leader who can engage with customers and proxies, deeply understand user needs, and translate them into effective, full-stack technical solutions. Experience leveraging AI to reduce cognitive load and enhance developer productivity without compromising code quality is a major plus.

Key Responsibilities

• Lead, mentor, and grow a cross-functional, full-stack engineering team responsible for customer experience solutions.
• Deliver modern, scalable, and maintainable systems across UI, backend services, and integrations.
• Drive the technical roadmap to serve both near-term initiatives (e.g., customer portal enhancement) and long-term strategic capabilities (e.g., APIs, mobile apps, AI-assisted operations).
• Collaborate with product managers, architects, and customer-facing teams to define, prioritize, and deliver impactful solutions.
• Own the operational model for delivering white-labeled customer experiences, including partner integrations and system interoperability.
• Champion engineering excellence and modern development practices including CI/CD, automated testing, infrastructure as code, and observability.
• Promote the adoption of AI and automation to streamline development workflows, enhance delivery speed, and uphold high quality standards.

Qualifications

Qualifications

• 6+ years of experience in software development with significant full-stack expertise.
• 3+ years of experience managing engineering teams delivering customer-facing applications or platforms.
• Proven track record delivering complex systems that span front ends, APIs, data services, and third-party integrations.
• Strong technical background with cloud-native technologies (AWS preferred), including serverless architecture.
• Demonstrated ability to engage with end users or their proxies to translate needs into technical solutions.
• Deep understanding of system interoperability, data integration patterns, and platform reliability.

Preferred Qualifications

• Experience operationalizing white-labeled platforms or customer portal products
• Exposure to data engineering, mobile app development, and API ecosystems.
• Familiarity with customer service tooling, AI chatbots, and human-in-the-loop automation flows.
• Knowledge of infrastructure-as-code tools (e.g., AWS CDK, Terraform) and CI/CD systems.

Why Join Us?

• Opportunity to join an investment accounting function in a dynamic and growing insurance company.
• Competitive salary and benefits, including 401(k), health insurance, and performance-based bonuses.
• Collaborative and fast-paced work environment.
• Professional development and growth opportunities within the finance and investment space.

Benefits:

• Competitive Salary & Target Bonus Program
• Retirement Savings – 401(k) with a company match
• Comprehensive Medical insurance through BlueCross BlueShield of Texas. Company-paid dental, vision, short-term & long-term disability, and life insurance.
• Work-Life Balance – This role offers 25 days of PTO, 10 paid holidays, and paid volunteer time off.
• Flexible Work Options & Perks – Hybrid opportunity, wellness programs, and weekly paid lunch for onsite staff.
• Health Savings Accounts (HSA) & Flexible Spending Accounts (FSAs) – Includes a company match for HSAs.