Senior Release Manager, CS Platform

The Difference You Will Make

As a Senior Release Manager, you will play a critical role in ensuring the successful launch of Internal software to CS agents across the globe.

A Typical Day

• Serve as the primary liaison between Platform Management, Technical Program Management, Engineering, Testing, and Operations ensuring clear, consistent communication and shared alignment across all workstreams for each release.
• Maintain accurate source-of-truth trackers and documentation so every stakeholder has what they need, when they need it
• Create and maintain release management best practices.
• Define, track, and report on key release health and operational metrics ensuring releases are delivered on schedule and meet defined success criteria.
• Surface issues, risks, and regional nuances before launch, and rally cross-functional partners to diagnose, escalate, and resolve issues.
• Work independently alongside stakeholders and cross-functional leadership maintaining rigorous oversight of release readiness and proactively mitigating blockers.
• Facilitate the official go/no-go decisions owning the acceptance criteria and process to greenlight each release.
• Partner with Operations/Training to ensure agents are prepared for new tooling.
• Own post-launch monitoring and retrospectives by tracking adoption, surfacing issues post-release, and running retrospectives to drive improvements

Your Expertise

• 7+ years of experience in technical program management, program management, release management or product operations roles with a proven track record of success
• Proven experience leading cross-functional product releases with executive visibility
• Exceptional communication skills, verbal, written and presentation, to all levels of an organization
• Strong problem-solving and analytical skills
• Understanding of best practice product release processes, experience working with engineering teams
• Proficiency in virtual collaboration and project management tools like Asana, Jira, and Airtable
• Strategic thinking and organizational skills, with the ability to work collaboratively and cross-functionally across teams
• Hands-on, working knowledge of software product development life-cycle and methodologies. Specific experience with Agile is preferred.
• Naturally accountable and responsible: Self-starter, self-motivated, focused, and self-sufficient
• Strong strategic judgment: an ability to interpret organizational goals and translate them into planning activities
• Ability to manage multiple, competing priorities simultaneously, in a fast-paced environment
• Champion for continuous improvement
• Experience working collaboratively with cross functional teams.