Senior Manager-Front Office Solutions

Role Overview

The Sr. Manager of Front Office Solutions is responsible for the overall strategy, delivery, and day-to-day support of CAA’s Front-Office technology solutions that serve CAA’s customers and business partners. This includes internal/external digital experience platforms (portals), CRM systems, Sales & Marketing systems, and other related technical solutions. This individual oversees the end-to-end lifecycle of front-office solutions, including strategy, roadmap, delivery, and operations, ensuring a world-class service experience for CAA’s customers and business partners.

This role establishes and maintains strategic relationships with business leaders and influences product management and other IT functions to ensure alignment with company objectives, architecture, security, and long-term strategy. This individual will balance operational excellence of existing platforms with leadership in designing and delivering new, transformational digital capabilities.

Key Responsibilities

• Defines and drives the front-office technology strategy and roadmap, aligning with business priorities and growth objectives.
• Works with business leaders, product management teams and IT teams to prioritize and lead delivery of new capabilities, enhancements, and operational improvements across the front-office portfolio.
• Owns and evolves the portfolio roadmap and service capabilities, ensuring alignment to enterprise strategy and business outcomes.
• Leads the planning, design, development, and deployment of scalable front-office solutions. 
• Ensures alignment with enterprise architecture, data, integration, and security standards.
• Drives execution across distributed internal teams and external partners to deliver high-quality technology solutions. 
• Establishes and promotes best practices in Agile, DevOps, and modern engineering methodologies. 
• Oversees the ongoing operations, support, and continuous improvement of front-office platforms to ensure reliability, performance, and user satisfaction. 
• Monitors service health, performance metrics, and adoption to ensure delivery of business value. 
• Develops and sustains strategic relationships with key technology vendors and partners. 
• Guides cross-functional teams and stakeholders to align business processes, technology capabilities, and delivery timelines. 
• Leads and develops a team of technical leaders and engineers, providing coaching, mentorship, and performance leadership.

Skills & Competencies

• Exceptional stakeholder management and communication skills, with the ability to influence across business and IT organizations. 
• Strong leadership and team development capabilities, with a focus on coaching and mentoring leaders. 
• Proven ability to align people, process, and technology to deliver business value at scale.
• Strong customer-focused mindset with emphasis on user experience and service excellence. 
• Ability to lead through ambiguity, shifting priorities, rapid scaling, and complex organizational environments. 
• Strong analytical and problem-solving skills with attention to detail and execution discipline. 
• Ability to drive alignment and decision-making across senior stakeholders and cross-functional teams. 
• Experience operating in a collaborative, team-oriented, and global environment.

Qualifications

• Bachelor’s degree in Information Systems, Engineering, Management, or related field, or equivalent experience.
• 12+ years of experience required in enterprise IT, with significant experience delivering and supporting front-office/customer-facing platforms. 
• Proven leadership experience managing large-scale technology delivery and operations teams.
• Strong experience in the Salesforce ecosystem (Sales, Service, Marketing, Experience Cloud), 3+ years.
• Deep hands-on experience delivering and operating digital platforms (UI/UX, modern web/mobile development frameworks, portal technologies, content management platforms, knowledge bases, etc.).
• Strong experience with Agile and DevOps delivery practices across the full software development lifecycle. 
• Experience leading distributed and cross-functional teams in a matrixed environment. 
• Strong understanding of solution architecture, integrations, and enterprise technology ecosystems.
• Experience working closely with business leadership and influencing product management organizations.
• Industry experience in transportation/logistics, insurance claims, and/or supply chain systems strongly preferred

Compensation & Other Information

• Location: Remote from the United States of America
• Pay Rate: Based on a variety of factors in accordance with applicable law including the successful candidate’s relevant experience, skills, knowledge, and experience.
• Reports To: VP of IT Enterprise Systems & Architecture