Business Solutions Manager, Contact Center Technologies

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

• →Portfolio Coordination: Own cross-functional initiatives across the Contact Center Technology and Communications portfolio, ensuring business, technology, operational, and enterprise stakeholders remain aligned on priorities, timelines, deliverables, and expected outcomes.
• →Cross-Functional Execution: Serve as the owner and central coordination point for initiatives spanning multiple teams, facilitating collaboration and ensuring each group understands its responsibilities, dependencies, and deliverables.
• →Initiative Planning and Oversight: Develop and maintain coordinated execution plans for key initiatives, tracking milestones, dependencies, risks, decisions, and progress from initial planning through implementation.
• →Stakeholder Alignment: Lead discussions among business leaders, product managers, technical leads, IT, operations, compliance, legal, and other stakeholders to align expectations, resolve issues, and maintain forward momentum.
• →Risk and Dependency Management: Proactively identify cross-functional risks, resource constraints, competing priorities, and dependencies that may affect delivery. Coordinate mitigation efforts and escalate issues requiring leadership decisions.
• →Product and Technology Partnership: Partner with product managers and technical leads to coordinate initiatives across requirements, development, testing, deployment, and post-implementation activities while maintaining clear ownership of product requirements and technical delivery.
• →Portfolio Effectiveness and Continuous Improvement: Evaluate the effectiveness of initiatives, business processes, and technology capabilities across the portfolio to assess alignment with business objectives, operational needs, and customer experience goals. Identify gaps, emerging needs, performance concerns, and opportunities for improvement, partnering with product management, technology, and business stakeholders to determine appropriate solutions and next steps.
• →Opportunity Identification and Portfolio Evolution: Proactively identify and evaluate opportunities to enhance existing capabilities, improve operational efficiency, address business needs, and strengthen the customer experience. Assess potential benefits, impacts, and dependencies with cross-functional stakeholders and recommend enhancements and future initiatives aligned with broader business priorities.
• →Strategic Initiative Support: Support portfolio planning and the execution of broader business and technology priorities by identifying opportunities, evaluating operational impacts, and coordinating the activities required to advance strategic objectives.
• →Operational Readiness: Coordinate readiness activities across impacted business and operational teams, including process alignment, training, communications, and implementation planning, as appropriate.
• →Performance Monitoring and Recommendations: Monitor initiative progress and relevant operational outcomes, assess whether expected benefits are being realized, and recommend actions to improve execution, efficiency, and customer experience.
• →Executive Reporting: Own and prepare concise leadership updates on initiative status, milestones, risks, dependencies, decisions, portfolio performance, and issues requiring escalation.
• →Governance and Documentation: Maintain appropriate initiative documentation, accountability, decision tracking, and visibility into scope, timelines, risks, dependencies, and expected outcomes.
• →Vendor and Partner Coordination: Coordinate with external vendors and partners, as needed, to align activities, manage dependencies, and support successful implementation of portfolio initiatives.
• →Compliance and Risk Partnership: Partner with compliance, legal, risk, and other relevant stakeholders to ensure applicable requirements are incorporated into initiative planning and execution.

• Bachelor’s degree in business, information technology, computer science, finance, or a related field, in accordance with company requirements.
• 5+ Experience coordinating complex business and technology initiatives, preferably in mortgage servicing, financial services, customer experience, or contact center environments.
• Demonstrated ability to coordinate cross-functional initiatives involving multiple teams, stakeholders, and competing priorities.
• Strong organizational and planning skills, with the ability to manage interdependencies, timelines, risks, and deliverables across concurrent initiatives.
• Proven ability to build relationships, facilitate alignment, resolve issues, and influence stakeholders across organizational boundaries.
• Experience supporting technology implementations, operational process improvements, or enterprise system initiatives.
• Strong analytical and problem-solving skills, including the ability to evaluate performance, identify gaps, assess impacts, and drive actionable recommendations.
• Ability to assess business needs and operational outcomes and translate findings into opportunities for improvement.
• Excellent written, verbal, presentation, and interpersonal communication skills, including the ability to prepare concise updates for leadership.
• Demonstrated accountability, sound judgment, and the ability to operate independently while recognizing when leadership alignment or escalation is needed.
• Ability to work effectively with product management, technology, business operations, and senior leadership to advance shared objectives

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.