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AAA Washington · 16 hours ago

Senior Manager, IT Delivery

Bellevue, WA

Full-time

Hybrid

Senior Level, Lead/Staff

$138K/yr - $165K/yr

8+ years exp

AAA Washington is committed to serving its members with integrity, innovation, and care. The Senior Manager, IT Delivery is responsible for overseeing the delivery of strategic IT initiatives, ensuring high-quality project execution and alignment with the organization's strategic goals.

Consumer Services

Responsibilities

Oversee delivery of technology programs supporting strategic platforms such as Salesforce CRM or Microsoft and Adobe, digital member services, data solutions, customer service systems, and business automation

Provides strategic oversight of end-to-end delivery for large, cross-functional IT programs and projects

Ensures governance across all technology projects, including risk management, scope control, schedule performance, and budget adherence

Collaborates with business stakeholders, engineering teams, and leadership to ensure delivery outcomes support strategic plans and operational goals

Identifies, manages, and escalates risks, issues, and dependencies across the project portfolio

Ensures cost-effective delivery and responsible stewardship of organizational investments in technology—including Salesforce or Microsoft and Adobe solutions

Provides leadership for IT staff including hiring, onboarding, training, professional development, coaching, performance management, and discipline

Manages team workload planning, quality assurance, process improvements, and delivery outcomes

Ensures a high level of customer service and operational excellence by maintaining standards and resolving issues quickly and effectively

Responsible for developing people, improving processes, reducing costs, monitoring quality, delivering results against established objectives, and ensuring a high level of service to internal and external customers

Leads teams of project managers, program managers, delivery leads, analysts, and coordinators supporting enterprise IT programs

Respond to inquiries professionally and resolve issues with accountability and empathy

Escalate complex issues appropriately while maintaining ownership

Ensures IT delivery supports AAA Washington’s pillars of Sales, Service, Finance, Human Resources, and Customer Experience, including Salesforce or Microsoft and Adobe-enabled capabilities

Follow established processes while identifying opportunities for improvement

Maintain accurate documentation and records

Partner with team members and leaders to support department goals

Contribute to key performance metrics, service levels, and operational plans

Ensures team engagement, collaboration, and professional growth; fosters a positive team culture consistent with AAA Washington’s values

Foster a respectful, collaborative, and inclusive work environment

Qualification

SalesforceMicrosoftAdobeIT project managementProgram managementData solutionsTeam leadershipCommunication skillsInterpersonal skillsCollaboration

Required

Bachelor's degree in information technology, Business Administration, or related field—or equivalent experience

8+ years of experience in IT project or program management

4+ years of experience managing teams or leading a PMO, delivery function, or similar operational group

Direct experience delivering technology solutions that include Salesforce or Microsoft and Adobe or other enterprise CRM platforms

Preferred

Experience delivering or supporting Salesforce or Microsoft and Adobe-based capabilities (e.g., Sales Cloud, Service Cloud, Experience Cloud, or custom org enhancements)

Experience in a member-based, customer-centric organization or similarly complex enterprise

Background supporting delivery for systems such as CRM, digital self-service, business automation, data platforms, ERP, or customer service systems

Experience with cloud-based technologies, system integrations, and enterprise modernization