Senior Manager – Business Strategy and Integration

Senior Manager – Business Strategy and Integration

Requirements

• 6–8+ years of experience in business strategy, operations, transformation, or project management
• Experience working on large-scale enterprise transitions, preferably in customer service, retail, or tech environments
• Strong analytical and planning skills; ability to synthesize data into actionable insights
• Excellent written and verbal communication skills, including comfort working with executive-level audiences
• Bachelor’s degree in Business, Strategy, Operations, or related field; MBA or advanced degree preferred

Responsibilities

• Support execution of the CES integration roadmap across contact center functions and support teams
• Coordinate resource assessments across Operations, Tech, Finance, WFM, and Learning to inform transition plans
• Partner with Segment leaders and cross-functional SMEs to develop business readiness and migration strategies
• Track integration milestones, risks, and interdependencies across key workstreams
• Maintain dashboards and reports for executive updates and SteerCo materials
• Gather, analyze, and synthesize data on current-state segment resourcing, platforms, and operating models
• Identify areas of redundancy, inefficiency, or fragmentation in existing support models
• Contribute to future-state org design and resource recommendations aligned to strategic priorities
• Document process and capability gaps across segments and propose solutions to enable standardization
• Coordinate and track pre-integration activities such as org mapping, communications, training, and policy alignment
• Partner with HR, Finance, and Legal to ensure compliant and coordinated transitions
• Develop support documentation, knowledge transfer plans, and onboarding resources for transitioning teams
• Monitor post-integration stabilization efforts and surface lessons learned for future transitions
• Collaborate with Director of Business Integration, Segment stakeholders, and Program teams to ensure shared understanding of timelines, scope, and responsibilities
• Assist with the preparation of leadership briefings, business cases, and updates on value realization
• Represent the Business Integration team in meetings with Ops, Transformation, and Tech leaders
• Maintain detailed documentation of decisions, timelines, and change impacts

Preferred Qualifications

• Leading cross-functional teams
• Supervisory experience