Manager - Digital Experience & Workflow Platforms

What you'll be doing:

The IT Development Manager – Digital Experience & Workflow Platforms is responsible for leading the design, development, implementation, and support of customer, agent, employee, and workflow-based technology solutions. This role manages a team of software engineers, technical leads, business analysts, and quality assurance professionals responsible for delivering modern digital experiences, workflow automation, and integrated business solutions.

The manager provides leadership for strategic platforms including customer and agent portals, workflow and case management solutions, and digital engagement capabilities. The ideal candidate combines strong technical leadership, people management, and solution delivery expertise with experience in digital experience platforms and business process automation technologies.

Experience with Guidewire Jutro Digital Platform (JDP), Pega Platform, and insurance industry digital transformation initiatives is highly desirable.

PRIMARY JOB RESPONSIBILITIES:

Leadership & Team Management

• Lead, coach, develop, and retain a high-performing team of software engineers, architects, analysts, and technical leads.
• Establish performance objectives, career development plans, and succession strategies for team members.
• Foster a culture of accountability, innovation, collaboration, and continuous improvement.
• Manage team capacity planning, resource allocation, staffing, and budget responsibilities.
• Promote Agile delivery practices and engineering excellence across the team.

Digital Experience Platform Leadership

• Lead development and support activities for customer, agent, broker, and employee-facing digital platforms.
• Drive the design and delivery of intuitive, scalable, and secure digital experiences.
• Partner with business stakeholders to enhance customer experience and self-service capabilities.
• Lead modernization efforts that improve digital engagement, adoption, and operational efficiency.
• Ensure solutions align with enterprise architecture, cybersecurity, and user experience standards.

Workflow & Process Automation

• Lead development and optimization of workflow, case management, and business process automation solutions.
• Collaborate with business partners to identify opportunities to streamline manual processes and improve operational effectiveness.
• Oversee the design and implementation of workflow rules, routing logic, integrations, notifications, and automation capabilities.
• Support enterprise initiatives involving underwriting, policy servicing, billing, claims, customer service, and back-office operations.

Application Delivery & Engineering

• Manage the delivery lifecycle for new features, enhancements, integrations, upgrades, and defect remediation.
• Ensure adherence to software development standards, security requirements, and quality engineering practices.
• Lead technical solution reviews and architecture discussions.
• Drive the adoption of modern engineering practices including CI/CD, automated testing, DevOps, and cloud-native development.
• Ensure production support processes and service level objectives are consistently achieved.

Stakeholder & Business Partnership

• Build strong relationships with business leaders, product owners, operations teams, and enterprise architects.
• Translate business objectives into technology roadmaps and execution plans.
• Provide regular updates regarding project status, risks, dependencies, and technology investments.
• Support strategic planning and prioritization activities.

Vendor & Partner Management

• Manage relationships with technology vendors, consulting partners, and system integrators.
• Participate in contract evaluations, vendor governance, and solution selection efforts.
• Ensure external partners meet delivery, quality, and operational expectations.

Governance, Risk & Compliance

• Ensure compliance with enterprise security, audit, regulatory, and governance requirements.
• Manage technical debt and application lifecycle planning.
• Support business continuity and disaster recovery initiatives.
• Monitor operational metrics, production incidents, and service performance.

QUALIFICATIONS:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 7+ years of software development or application engineering experience.
• 3+ years of leadership experience managing application development teams.
• Experience delivering enterprise-scale web, portal, workflow, or customer-facing applications.
• Strong understanding of software architecture, system integrations, APIs, and cloud-based technologies.
• Experience working within Agile and DevOps environments.
• Excellent communication, stakeholder engagement, and leadership skills.

• Experience within the Property & Casualty insurance industry preferred.
• Experience implementing or supporting digital portals, workflow automation platforms, or customer engagement solutions preferred.
• Experience with Guidewire Jutro Digital Platform (JDP) preferred.
• Experience with Guidewire CustomerEngage or Digital Portal solutions preferred.
• Experience with Pega Platform including workflow automation and case management capabilities preferred.
• Experience supporting customer, agent, or employee self-service solutions preferred.
• Experience with cloud-native architecture and Azure services preferred.
• Knowledge of policy administration, underwriting, billing, and claims business processes preferred.

WORK ENVIRONMENT:

• Professional office environment. Regularly uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Regularly required to communicate; sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.