Senior Manager, CS Upgrade Technical Delivery Lead

About the role

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.

As a Flexible-First employer, we empower our employees with the choice to work from an office, from home, or on a hybrid schedule, fostering productivity, inclusion, collaboration, and a consistent employee experience regardless of location.

Responsibilities

• Lead the project engineering team responsible for defining and reviewing technical requirements for the Duck Creek application, including security, integration, performance, quality, and operations requirements.
• Serve as the primary point of contact for engineering and customization issues for both the customer and the internal project team.
• Act as the point of escalation for engineering-related activities and the customer.
• Oversee the planning, execution, and delivery of software upgrades, ensuring minimal disruption to business operations while providing regular status updates to stakeholders.
• Provide technical guidance and leadership to the development team, ensuring best practices in coding, testing, and deployment.
• Coordinate with cross-functional teams to ensure timely delivery of upgrades.
• Engage with stakeholders as the primary point of contact regarding upgrade projects, providing regular updates and managing expectations.
• Analyze and assess the impact of upgrades based on release notes and code changes, predicting how these changes will affect existing applications.
• Debug custom and base code to provide workarounds or solutions to third-party implementation teams or customers.
• Leverage Duck Creek upgrade tools to generate differential analysis and produce low-impact upgrade paths for customers.
• Identify opportunities to automate processes or develop utilities that assist in faster and more effective upgrades.
• Act independently, demonstrating initiative and self-reliance in managing tasks and responsibilities.
• Interact with customer counterparts to triage issues and present solutions.
• Review, mentor, and share knowledge with team members.
• Identify and communicate any issues and risks that may affect overall upgrade schedules and develop mitigation strategies.
• Understand active delivery remediations and collaborate with customers to complete remediation work before the upgrade.
• Develop and implement robust deployment plans that minimize downtime, ensure seamless upgrade rollouts, and support a smooth transition to production.
• Provide post-deployment support and troubleshooting to resolve any issues efficiently.
• Continuously analyze deployment outcomes, identify opportunities for enhanced efficiency and reliability, and implement best practices to improve future upgrade processes.

Requirements

• Bachelor’s degree in a technical discipline or equivalent work experience in network administration, programming, or information systems.
• Minimum of 6 years’ professional experience in software development.
• Experience in customer-facing roles.
• Experience managing teams and the performance of direct reports.
• Deep understanding of the Duck Creek product suite and its technical components, and ability to share knowledge.
• Demonstrated experience leading a team and managing employee performance.
• Deep professional experience with C#, SQL, Visual Studio, Microsoft Foundation technologies, Windows Server 2003/2008 administration and configuration, JavaScript, XSLT, XML, HTML, CSS, AJAX.
• Deep professional experience with .Net Solutions and SQL and relational database design.
• Experience with XML and XSL.
• Experience leveraging Generative AI and AI-powered development tools (e.g., GitHub Copilot, Microsoft Copilot, automated code analysis and testing solutions) to improve engineering productivity, troubleshooting, and delivery efficiency.
• Ability to evaluate, implement, and govern AI-driven automation solutions for software upgrades, impact analysis, code remediation, and operational processes while ensuring security, quality, and compliance standards are maintained.
• Experience/knowledge of P&C Insurance software applications.
• Experience/knowledge of software development life cycle for P&C insurance software.
• Experience with systems integration (Policy, Billing, claims, Reinsurance, third-party systems).
• Experience with implementation of Duck Creek Example Platform solutions for Policy Administration, Billing and/or ASW Claims preferred.

Skills

• Effective communication, both verbal and written; includes ability to express ideas clearly, listen actively, and collaborate with colleagues and clients.
• Work effectively in teams, build positive relationships, and contribute to achieving common goals; includes the ability to recognize and incorporate a broad range of diverse perspectives.
• Analyze complex situations, identify problems, ask important questions, and generate creative solutions; involves critical thinking, adaptability, and the ability to make informed decisions.
• Willingness to accept responsibility for your actions and work; ability to set and achieve meaningful outcomes for oneself.
• Adapt to change, embrace new technologies, and learn quickly; embracing a growth mindset, being flexible and open to different approaches is highly valued.

Other Requirements

• Travel: 0-25%
• Legally authorized to work in the country of the job location.

Pay

Actual compensation for this role is determined based on a variety of factors, including job-related skills, experience, qualifications, internal equity, and geographic location, where permitted by law. The expected salary range for this position is generally positioned as follows based on candidate location:

• $125,700 – $179,600: Candidates living in the Boston, New York City–Newark, Los Angeles, San Francisco/Bay Area, Seattle, or Washington, DC metropolitan areas.
• $119,800 – $171,100: Candidates living in Chicago, Dallas–Fort Worth, Houston, Minneapolis, or Philadelphia metropolitan areas, or in Colorado, Connecticut, Maryland, Rhode Island, or Vermont.
• $113,900 – $162,700: Candidates living in Georgia, Michigan, North Carolina, New Hampshire, Oregon, or Wisconsin.
• $100,800 – $157,600: For all other U.S. locations.

This position is also eligible for annual bonus compensation, subject to plan terms and individual eligibility.

Benefits

• Flexible work environment.
• Medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan with match (6% employer match up to $12,000 annually).
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Paid holidays, vacation, and volunteer time.
• Employee Assistance Program (EAP).

Benefits eligibility and offerings may vary based on role and location.