Sr Manager, INFCOMM
2uinlinepromotions · Colorado, United States
At 2U, we are all in on purpose. We are motivated by our mission – to make learning limitless– and connected by our shared passion to deliver world-class higher education at scale. As the parent company of edX, a leading online learning platform, 2U powers thousands of higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives.
What We’re Looking For:
The Senior Manager, Infrastructure Communications leads the team responsible for the operational health, administration, and evolution of enterprise communications and contact center technologies, including telephony, SMS/texting, live chat, and related email and productivity capabilities. The role is accountable for ensuring these technologies are reliable, effectively supported, and continuously improved to meet the needs of the internal teams that rely on them for day-to-day operations.
This role combines people leadership, technology operations, service management, vendor management, and cross-functional delivery. The Senior Manager leads a team of technology and operations professionals and owns day-to-day operational decision-making, platform and service health, incident response, stakeholder communications, vendor performance and relationships, and continuous improvement of the team’s processes and support model. The role identifies and implements opportunities to improve efficiency, scalability, service quality, and productivity for both the Infrastructure Communications team and the business functions it supports.
The Senior Manager also leads the Infrastructure Communications team’s participation in complex, cross-functional technology initiatives, including platform pilots, implementations, and migrations. The role partners closely with business stakeholders, Technology Operations, CRM, Engineering, Transformation/Delivery teams, and external technology vendors to manage dependencies, resolve issues, and support successful delivery and adoption. The Senior Manager operates with autonomy over the function’s day-to-day operations and recommends improvements to its technologies and operating model, while partnering with senior leadership on broader decisions related to technology strategy, governance, business processes, organizational ownership, and commercial vendor commitments.
Responsibilities Include, But Are Not Limited To:
- Team & Operational Leadership
- Lead, coach, and develop a team of technology and operations professionals responsible for contact center technologies, establishing clear ownership, accountability, priorities, and performance expectations.
- Exercise independent judgment over day-to-day team operations, workload, intake, and prioritization, balancing platform health, business needs, incidents, project commitments, and available capacity.
- Establish and continuously improve operating processes, documentation, knowledge management, service expectations, and escalation paths to create a scalable and effective operating model.
- Build team capability and reduce unnecessary dependencies through coaching, cross-training, effective delegation, and clear ownership of work.
- Foster a culture of curiosity, accountability, sound judgment, collaboration, concise communication, and continuous improvement.
- Provide performance management, development, and ongoing coaching to team members while ensuring the function has the skills and capabilities required to support evolving technologies and business needs.
- Technology, Service Management & Continuous Improvement
- Oversee the operational health, administration, and effectiveness of enterprise communications and contact center technologies, including telephony, SMS/texting, live chat, and related email and productivity capabilities that support critical day-to-day business operations.
- Make day-to-day operational decisions regarding supported platforms and services, escalating broader technology strategy, governance, business process, or organizational ownership decisions to senior leadership as appropriate.
- Ensure configurations, enhancements, releases, platform changes, and ongoing support activities are effectively planned, coordinated, documented, communicated, and sustained.
- Identify recurring issues, operational risks, inefficiencies, and opportunities for automation or process improvement, using data, service trends, stakeholder feedback, and operational observations to determine priorities and drive resolution.
- Challenge legacy processes and validate assumptions before determining solutions; recommend and implement changes that improve efficiency, scalability, service quality, user experience, and organizational capacity.
- Partner with Technology Operations, Service Operations, and other teams to evaluate support models, clarify ownership, and identify opportunities to streamline or appropriately shift work to improve service delivery and productivity.
- Incident Management & Business Communications
- Lead and coordinate response to incidents (significant or small) affecting supported technologies, exercising judgment to determine appropriate escalation, stakeholder engagement, communication cadence, and follow-through based on business impact and severity.
- Establish and mature consistent incident management and communication practices, including ownership, escalation paths, stakeholder notifications, status updates, resolution communications, and post-incident follow-through.
- Translate complex technical information into concise, actionable business communications tailored to impacted teams and leaders, ensuring stakeholders understand business impact, current status, expected actions, and resolution timelines.
- Ensure proactive awareness of incidents, planned changes, platform impacts, risks, and other information necessary for supported teams to effectively manage their operations.
- Analyze incident and service trends to identify systemic issues and drive improvements to platform stability, processes, vendor performance, or support models.
- Platform Evolution & Cross-Functional Delivery
- Lead the Infrastructure Communications team's participation in complex, cross-functional technology initiatives, including platform evaluations, pilots, migrations, implementations, and modernization efforts.
- Provide operational leadership and subject matter perspective throughout initiative planning and execution, making decisions within the team's scope and identifying risks, dependencies, business impacts, and decisions requiring broader leadership alignment.
- Partner closely with Transformation/Delivery, CRM, Engineering, Technology Operations, and business teams on requirements, implementation planning, readiness, testing, rollout, adoption, and stabilization.
- Lead Infrastructure Communications workstreams associated with the evaluation and pilot of next-generation contact center capabilities and potential future platform migrations.
- Navigate dependencies between communications technologies and interconnected enterprise platforms, ensuring ownership and impacts are understood and issues are proactively addressed.
- Ensure new capabilities transition into sustainable operations with appropriate support models, documentation, knowledge transfer, ownership, stakeholder communications, and business processes in place.
- Stakeholder & Vendor Leadership
- Build trusted relationships with business and technology leaders by proactively communicating platform health, changes, risks, incidents, priorities, and decisions and by ensuring supported technologies effectively enable business operations.
- Partner with leaders across Enrollment, Student Success, Placement, Global Support, and other supported functions to understand operational needs, evaluate issues and opportunities, and influence technology and process improvements.
- Represent Infrastructure Co