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Assistant Director Engineering - Application Support

Date: Apr 19, 2019

Location: Franklin, WI, 53132

At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.

We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing.

We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business.

We care.  We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about.


We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


What’s the role?   As the Manager of the Risk Product Support Team, you will provide daily operational oversight and direction to the support team.  You will ensure the smooth operation of the team and promote industry best practices as a world class support organization.  You will build and maintain relationships with technical, business and vendor stakeholders to improve the support team's effectiveness and efficiency.  You will provide supervision, coaching and mentoring to the support team members to help them develop their professional skills and capabilities.  Specifics of this role include: 

  1. Support agile / lean culture and self-organizing teams that develop solutions.  The focus of this leadership position is on delivering value, developing teams and leading change.
  2. Clarify objectives and remove obstacles and barriers that prevent the team from achieving results.
  3. Monitor team performance and results through quantitative and qualitative measures of value, outcome, velocity, engagement, and satisfaction.
  4. Develop and grow the team through training, mentoring, and coaching while also supplementing staff in that role as needed.
  5. Develop, implement, and promote agile / lean best practice standards including the use of tools where appropriate.
  6. Creates the future for self and team



Bring Your Best!  What this role needs:

  1. Experience with support best practices and procedures.
  2. 10+ years of experience with a Bachelor's degree or 15 years in lieu of degree.
  3. Possess a support mindset and attitude, along with a passion for learning and building on your core business knowledge and technical base.
  4. Familiarity with Northwestern Mutual products, client servicing organization and risk servicing systems is a plus.    
  5. Proven technical ability with mainframe, Java applications, .Net and thick client applications leading problem resolution of client technology issues.  Experience developing and troubleshooting mainframe, SAS, PL1, .Net and Java apps a plus.
  6. Strong business or workflow experience/knowledge.
  7. Call center technology and workflow familiarity a plus.
  8. Strong customer service and customer empathy.
  9. Continuous improvement mindset and experience a plus. 
  10. Demonstrated ability to move the bar forward by challenging current state and future state – be able to articulate why the new solution fits the path forward.
  11. Demonstrated understanding of support industry standards, technologies, methodologies and best practices and desire to evolve, shape & grow the overall customer success management organization.
  12. Strong problem-solving skills and ability to deal with ambiguity
  13. Strong sense of ownership and the ability to work with a limited set of requirements
  14. Desire to work collaboratively on creative solutions, as well as take initiative to work with minimal supervision
  15. Proven management skills including negotiating, leadership, delegation, planning and organization
  16. Familiarity with industry standard support tool set (ZenDesk, Cherwell, New Relic, Dynatrace, PagerDuty, Monitoring, etc.) a plus.
  17. Experience managing an organizational budget and using tools to forecast and manage projections and track actual costs.
  18. Ability to anticipate decision impacts, future consequences and trends
  19. Strong organizational and follow-through skills, with ability to work within deadlines, prioritize work and multitask.
  20. Demonstrated ability to identify, analyze and effectively advise on strategic issues to senior management
  21. Proven ability to anticipate customer needs and business issues while developing and implementing innovative solutions to achieve desired results.
  22. Proven ability with oversight and driving call center advocacy to get to resolution of issues impeding call center productivity.


Vision of role: Evaluate current processes and make changes to:

  1. Be more consistent with Technology Customer Success strategic direction
  2. Improve efficiencies and effectiveness
  3. Oversee current processes and ensure provision of high quality support
  4. Identify and oversee changes to provide support needed as the owned and surrounding systems change and modernize
  5. Build relationships with business partners, product and engineering teams to develop and maintain an embedded support model


Req ID: 24889
Position Type: Regular Full Time
Education Experience: Bachelor's Required
Employment Experience: 0-2 years
Licenses/Certifications: Not Applicable
FLSA Status: Exempt
Posting Date: 03/21/2019