Senior Release Manager, CS Platform

As a Senior Release Manager, you will play a critical role in ensuring the successful launch of Internal software to CS agents across the globe.

• Serve as the primary liaison between Platform Management, Technical Program Management, Engineering, Testing, and Operations ensuring clear, consistent communication and shared alignment across all workstreams for each release.
• Maintain accurate source-of-truth trackers and documentation so every stakeholder has what they need, when they need it
• Create and maintain release management best practices.
• Define, track, and report on key release health and operational metrics ensuring releases are delivered on schedule and meet defined success criteria.
• Surface issues, risks, and regional nuances before launch, and rally cross-functional partners to diagnose, escalate, and resolve issues.
• Work independently alongside stakeholders and cross-functional leadership maintaining rigorous oversight of release readiness and proactively mitigating blockers.
• Facilitate the official go/no-go decisions owning the acceptance criteria and process to greenlight each release.
• Partner with Operations/Training to ensure agents are prepared for new tooling.
• Own post-launch monitoring and retrospectives by tracking adoption, surfacing issues post-release, and running retrospectives to drive improvements