Manager, Performance Development Technology Operations

About the role

The Manager, Performance Development Technology Operations is responsible for the day-to-day management, operational execution, service delivery, stakeholder enablement, reporting, and continuous improvement of A&M's Performance Development technology ecosystem. This role serves as the operational partner responsible for translating platform priorities into well-managed execution across internal business stakeholders and external vendors.

Responsibilities

• Manage day-to-day administration and operational readiness for performance management systems, including proprietary and vendor provided systems, Quantum.
• Support configuration updates, content maintenance, system setup activities, and annual process readiness.
• Coordinate validation of key data inputs, including organization structures, manager assignments, employee populations, provisioning, and user access.
• Maintain platform documentation, operating procedures, governance artifacts, and administration checklists.
• Monitor operational health, user adoption, support trends, and readiness activities to identify risks or improvement opportunities.
• Execute day-to-day support operations within the established Performance Development support model.
• Coordinate with Business Intelligence, Project Management internal teams. Be the liaison to work with the internal technical teams and external vendors for request and platform-related issues.
• Deliver responsive, professional, and user-centered support while proactively managing stakeholder communications and expectations.
• Monitor ticket trends, user feedback, and service performance to identify recurring issues and opportunities for improvement and implement corrective actions through process, training, documentation, or platform improvements.
• Care for operational readiness activities for enhancements, annual cycle launches, system updates, and platform changes while ensuring stakeholder alignment and user readiness.
• Coordinate annual cycle readiness and hyper care activities, including issue monitoring, communications, escalation tracking, and stakeholder updates.
• Support enhancement intake by documenting business needs, user pain points, functional requirements, and operational impacts.
• Track progress, risk, decisions and open questions. Partner with the PD team to maintain backlog discipline, clarify priorities, prepare requirements, and coordinate delivery dependencies.
• Translate business requirements into actionable inputs for internal teams and vendors. Contribute recommendations that improve platform usability, scalability, process consistency, and user experience.
• Produce operational reporting on status of systems, service delivery, trends, and volume. Analyze data to identify risks, recurring themes, process gaps, and improvement opportunities for stakeholders.
• Support continuous improvement of service delivery processes, documentation standards, operating procedures, and user experience.

Qualifications

• 5-8+ years of experience supporting enterprise business technology platforms.
• Experience working as an administrative functional power user within Microsoft Power Apps with the ability to work with developers through SDLC.
• Knowledgeable organization and application nuances to manage administrative access to sensitive data.
• Experience working with cross-functional stakeholders, technical teams, vendors, and business users to deliver technology solutions.
• Strong project management, documentation, issue-tracking, and operational execution skills.
• Ability to translate business requirements into clear functional inputs, validation scenarios, testing, documentation, and execution plans.
• Skilled with functional testing to include validation and acceptance using a series of prompts. Define and create own series of test prompts.
• Excellent communication skills, with the ability to simplify complex workflows and tailor messaging for different audiences.
• High attention to detail, strong follow-through, and ability to manage multiple priorities during critical launch windows.
• Skilled quantitative and consulting skills are necessary to succeed in this role.

Preferred Experience

• Experience with Performance Development, Talent, or HR technology platforms.
• Familiarity with Quantum, Workday, ServiceNow, Power BI, or similar enterprise systems.
• Experience supporting global processes, distributed stakeholders, and annual HR or talent cycles.
• Knowledge of release management, ITSM practices, operational readiness, and change management principles.
• Exposure to data validation, access management, provisioning, dashboard support, or reporting workflows.