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.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Business Solutions Manager, Contact Center Technologies will support RoundPoint Mortgage Servicing LLC. The Business Solutions Manager is responsible for coordinating and advancing business and technology initiatives across the Contact Center & Communications Technology portfolio within RoundPoint’s Customer Experience & Technology organization. This role serves as a central point of coordination across business operations, product management, technology, and other enterprise teams to ensure initiatives are aligned, dependencies are managed, and solutions advance effectively.

Working closely with business leaders, product managers, technical leads, compliance and cross-functional stakeholders, the Business Solutions Manager translates broader business priorities into coordinated execution plans. This includes facilitating alignment, identifying risks and dependencies, tracking progress, and ensuring teams have the information, resources, and decisions needed to advance initiatives.

The Business Solutions Manager also evaluates the effectiveness of initiatives, business processes, and technology capabilities across the portfolio; identifies gaps and opportunities for improvement; and helps inform future priorities. This role supports the continued evolution of contact center capabilities and customer communications, ensuring technology investments and business initiatives advance operational effectiveness, customer experience, and enterprise objectives.

Job Responsibilities:

• 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.

Qualifications and Skills:

• 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.