Senior Manager, Business Architecture

Description

Overview

As a key member of the North American Customer Operations (NACO) Business Architecture team, the Senior Manager, Business Architecture provides strategic leadership and architectural guidance in support of the U.S. Contact Centre (USCC) pillar. Working in close partnership with business leaders, product owners, technology teams, and the USCC Agile Release Train (ART), this role is responsible for translating business strategy into actionable capability roadmaps, target operating models, and modernization plans that drive customer, colleague, and business outcomes. The role aligns business priorities, process transformation, data, technology, and operating model decisions to ensure investments deliver measurable value and support the long-term evolution of the USCC organization.

The Senior Manager will serve as the Business Architecture lead for a large-scale contact centre platform modernization program, helping shape fut...