Overview AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health and financial security, and personal fulfillment. AARP also works for individuals in the marketplace by sparking new solutions and allowing carefully chosen, high-quality products and services to carry the AARP name. As a trusted source for news and information, AARP produces the nation's largest-circulation publications, AARP The Magazine and the AARP Bulletin. AARP’s Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP’s reputation, drives engagement and member growth, and showcases AARP’s mission and value through one, integrated voice. The Manager, Delivery Lead is a core delivery resource on a capability team and a multi-faceted leader responsible for managing and coaching a team of Delivery Leads across other capability teams. The Manager, Delivery Lead maintains dual responsibility of leading a team of Delivery Leads and owning delivery of capability areas. In the capacity as a manager and leader, the incumbent is responsible for ensuring other delivery leads consistently apply agile practices and drive quality delivery through a combination of coaching and performance management. As a Delivery Lead for assigned capability area(s) , the incumbent is responsible for ensuring assigned capability team success by leveraging the appropriate Rapid Delivery methodology for predictable, quality delivery while maintaining a focus on continuous team improvements. Responsibilities Integrating Rapid Delivery (Agile or other) principles into team practices and work products, including coaching assigned capability team and Delivery Lead direct reports on reporting, backlog development, refinement and prioritization and facilitating team ceremonies Driving the creation of consistent, value-driven user stories that incorporate best practices and enterprise guidance around architecture, information security, agile delivery, quality engineering, governance, service management and user adoption in their definition of done for work completion through direct involvement, and coaching of Delivery Lead direct reports Leveraging delivery analysis and tools to evaluate, optimize, and continuously improve team output and delivery of business and technology outcomes; and ensuring other Delivery Lead positions also demonstrate this responsibility through effective people management, coaching, and mentoring. Identifying risks and dependencies proactively, removing impediments, and spearheading team problem-solving to achieve resolution or escalate concerns as needed; and ensuring other Delivery Lead positions also demonstrate this responsibility through effective people management, coaching, and mentoring. Managing third-party relationships including software licensing, statements of work (SOWs) and team financials for assigned team; and ensuring other Delivery Lead positions also demonstrate this responsibility through adherence to relevant AARP policies and standards. Working with the Practice Manager, Agile Delivery and the Community of Interest to increase the effectiveness of agile delivery practices and tools within the organization. Ensuring that a team of Delivery Leads meets defined individual and team goals, and role competencies through a combination of mentoring, coaching, and performance management. Qualifications Must be an entrepreneurial self-starter with exceptional time management skills and the ability to juggle multiple implementations/projects simultaneously. Strong technical expertise in call center operations, including experience with standard operational reporting, dashboards, ACD, CTI, IVR, and CRM solutions. Demonstrated project management capabilities. Excellent verbal and written communication skills, with preferred experience working in an agile development environment. Availability to work outside standard hours, including evenings and/or weekends, as needed to support contact center operations and system releases. High school diploma and 8+ years of experience in operations within a contact center or software development environment. Preferred 5+ years of supervisory experience, leading and managing teams. Bachelor’s degree. Familiarity with Salesforce Service Cloud, operational reporting and dashboards. AARP will not sponsor an employment visa for this position at this time. Additional Requirements Regular and reliable job attendance. Effective verbal and written communication skills. Exhibit respect and understanding of others to maintain professional relationships. Independent judgement in evaluation options to make sound decisions. Home office environment with the ability to work effectively surrounded by moderate home environment noise. Hybrid Work Environment AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work can only be done within the United States and its territories. Compensation and Benefits AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement. Equal Employment Opportunity AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.