INTEGRATIONS MANAGER

About Authenticom

Authenticom is seeking an Integrations Manager to provide people leadership and operational oversight for a high-volume, client-facing Integration Services team. This role directly supervises Integration Team Leads and has broader accountability for the Integration Services employees they support. The team is responsible for meeting productivity quotas, service levels, quality standards, and client expectations.

The Manager creates a performance-driven environment where expectations are clear, results are consistently measured, and employees receive regular coaching and accountability. The Manager must be comfortable leading in a call center, contact center, customer service, or similarly metric-driven environment.

What You'll Do

People Leadership & Development

• Lead, coach, and develop Integration Team Leads and Integration team members to consistently achieve individual and team quotas, productivity expectations, service levels, quality standards, and client service goals.
• Establish a consistent operating rhythm including one-on-ones, team meetings, daily performance monitoring, weekly metric reviews, coaching sessions, recognition, and performance action plans when expectations are not being met.
• Manage the employee lifecycle, including hiring, onboarding, performance management, and corrective action, in accordance with company policies and applicable practices.
• Understand individual and team strengths, development needs, and career interests, and create opportunities for skill development, cross-training, and career progression.

Operational Leadership & Client Service

• Direct daily team activities and prioritize workloads so calls, tickets, orders, and client requests are handled accurately and within service expectations.
• Monitor call activity, client interactions, productivity, workload, quota attainment, service levels, and quality against established guidelines and client requirements.
• Coach Integration Team Leads and team members on effective client-facing communication, including handling difficult conversations, escalations, complaints, objections, and complex service issues with urgency, sound judgment, and a focus on resolution.
• Serve as a subject matter expert for company products, services, integration processes, and departmental procedures, staying current on updates and initiatives that affect the team or clients and guiding associates and clients accordingly.

Training & Knowledge Management

• Identify performance, training, and knowledge gaps, then create, coordinate, and facilitate training and coaching for onboarding, ongoing learning, client communication, cross-training, and proficiency.
• Identify behaviors and practices of top performers and replicate them across the broader team, promoting knowledge sharing and consistent execution.

Process Improvement & Cross-Functional Collaboration

• Evaluate team processes and workflows, then develop and implement best practices and improvements that increase productivity, quality, scalability, quota attainment, and the associate and client experience.
• Partner with the Director and cross-functional departments to identify roadblocks, recurring issues, product or process challenges, and solutions.
• Partner with leadership on staffing, workflow, scheduling, capacity, and process changes needed to consistently meet client demand and performance expectations.

Performance & Business Insights

• Develop, review, and communicate individual, team, and lead-level performance metrics, including productivity, quota attainment, call activity, quality, service levels, and progress toward goals.
• Use performance data and employee and client feedback to identify trends, coach to gaps, recognize strong performance, and determine next steps.
• Escalate significant risks, resource needs, and operational challenges to the Director in a timely manner.

Other Responsibilities

• Maintain confidentiality and exercise appropriate discretion when handling employee, client, and company information.
• Participate in departmental and organizational projects as assigned.
• Perform other duties and responsibilities as assigned.

Role Qualifications

Education

• High school diploma or equivalent required.
• Associate's degree in Business Management, Communications, or a related field preferred.

Experience

• Minimum of five (5) years of experience in a call center, contact center, customer service, client services, or other high-volume service operation strongly preferred.
• Minimum of three (3) years of people leadership experience, including experience managing frontline employees and/or team leads.
• Demonstrated experience leading teams against defined quotas, productivity targets, service levels, quality standards, and other measurable KPIs.
• Experience managing client-facing calls, escalations, and complex service situations in a fast-paced, high-volume environment with competing client and operational priorities.
• Equivalent combinations of education, experience, and training may be considered.

Other Skills & Abilities

• Ability to analyze performance information, including quota attainment, productivity, call activity, service levels, and quality metrics, and use it to identify gaps, coach employees and leads, improve productivity, and hold teams accountable for results.
• Strong verbal and written communication skills, including difficult or escalated client conversations.
• Demonstrated ability to coach employees and leaders, provide constructive feedback, recognize strong performance, and address performance concerns effectively.
• Ability to manage multiple priorities, staffing needs, and a high volume of people, calls, and client needs while maintaining quality and service.
• Strong problem-solving and critical-thinking skills, with the ability to identify root causes and make timely, thoughtful decisions.
• Ability to work collaboratively across the organization and encourage shared ownership of business outcomes.

Core Competencies

What Success Looks Like

Within the first 12 months, the Manager, IT Operations & Governance will:

• Establish a consistent operating rhythm, including one-on-ones, team meetings, daily performance monitoring, weekly metric reviews, and coaching sessions.
• Set clear expectations with Integration Team Leads and team members for quotas, productivity, service levels, and quality, and hold them accountable for results.
• Build trust with Leads and team members through regular coaching, meaningful feedback, and recognition of strong performance.
• Achieve and sustain individual and team goals for quota attainment, productivity, service levels, and quality.
• Ensure calls, tickets, orders, and client requests are handled accurately and within service expectations.
• Strengthen how Leads and team members handle escalations, complaints, and difficult client conversations.
• Close identified performance, training, and knowledge gaps, and replicate the practices of top performers across the broader team.
• Establish clear performance reporting at the individual, team, and lead levels, using data and feedback to spot trends and coach to gaps.
• Implement process and workflow improvements that increase productivity, quality, and scalability.
• Build productive partnerships with the Director and cross-functional departments to resolve roadblocks and recurring issues, and raise staffing, scheduling, and capacity needs in a timely way.
• Create development opportunities for team members, including cross-training and career progression.

Join a company investing in its future and help shape how critical technology and data connectivity solutions are delivered to customers across the automotive technology ecosystem.

Work directly with customers and cross-functional teams where your leadership can influence delivery performance, customer experience, operational efficiency, and team development.

Help build and develop a collaborative delivery team that values trust, accountability, ownership, and continuous improvement.

Partner with Product, Sales, Delivery, and other teams to solve meaningful customer challenges and improve the way technology solutions are delivered.

Authenticom is committed to a remote-first work environment that gives employees the flexibility to do their best work while staying connected to their teams and customers.

Authenticom offers a comprehensive benefits package including:

• Medical, dental, and vision insurance
• Paid holidays
• Paid time off
• Volunteer time off
• Wellness activities
• Birthday time off
• Remote-first work environment
• Professional development opportunities

Authenticom is committed to fostering a diverse and inclusive workplace where all employees feel valued, respected, and empowered to succeed. We welcome applicants from all backgrounds and experiences.

Applicants must be authorized to work in the United States. Visa sponsorship is not available for this position.

Equal Opportunity Employer

Authenticom is proud to be an Equal Opportunity Employer. We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. We celebrate diversity and welcome applicants from all backgrounds and experiences.

Applicants must be authorized to work in the United States. Visa sponsorship is not available for this position.