Customer Technology Manager

DEPARTMENT OVERVIEW:

The Information Technology department provides strategic direction and day-to-day IT operational, software and emerging technology supporting the Red Sox, Fenway Sports Management, the Red Sox Foundation, and FSG Real Estate. Responsibilities include support for corporate and ballpark infrastructure, systems architecture, networks, computer and auxiliary operations, desktop support, data and cyber security, and broadcast cabling and related infrastructure. Provides applications development and support for corporate systems, MLB Ballpark and fan engagement apps, and systems and data architecture.

POSITION OVERVIEW:

The Information Technology department is seeking a detail-oriented and highly organized Customer Technology Manager who will be responsible for bridging the gap between business needs and technology solutions. This role focuses on understanding organizational requirements, identifying upcoming projects, enhancements, and support needs, and translating them into actionable IT initiatives. While the role does not necessarily involve direct staff management, the Customer Technology Manager will lead through influence, collaboration, and coordination with project resources, IT leadership, and business stakeholders.

• Serve as the primary liaison between IT and business units to capture, document, and prioritize technology needs.
• Partner with stakeholders to analyze business processes, pain points, and opportunities for improvement through technology.
• Ensure solutions align with both business objectives and IT strategy.
• Collaborate with IT leadership and project management resources to scope, plan, and schedule technology initiatives.
• Define project deliverables, success criteria, and timelines in partnership with stakeholders.
• Monitor progress of initiatives, escalating risks and dependencies when needed.
• Evaluate and recommend technology solutions that address business requirements while maintaining enterprise standards.
• Work cross-functionally and act as a trusted advisor with IT teams, vendors, and departments to ensure seamless delivery of initiatives.
• Facilitate workshops, proofs of concept, and pilots to validate solutions before rollout.
• Partner with support teams to identify recurring issues and drive systemic improvements.
• Recommend enhancements to existing systems, tools, and processes to improve end-user experience.
• Ensure business continuity and effective communication around technology initiatives.

• Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience).
• 5+ years of experience in IT, including roles involving business analysis, project coordination, or solution delivery. 2+ years of experience in data quality management, documentation, or a related role.
• Experience working in cross-functional environments with both technical and non-technical stakeholders.
• Strong attention to detail, with a commitment to data accuracy and consistency.
• Proficiency in data governance tools, data quality software, and Microsoft Office Suite.
• Excellent written and verbal communication skills, with the ability to explain complex data concepts to non-technical stakeholders.
• Demonstrated ability to work collaboratively across departments and functions.
• Strong ability to translate business needs into actionable IT initiatives.
• Familiarity with IT project management practices, demand management, and technology lifecycle.
• Familiarity with enterprise platforms and infrastructure including Microsoft 365, OKTA, Asana, Slack, ServiceNow, Salesforce, AI Tools, network infrastructure, and end-user computing technologies is a strong plus.

At the Boston Red Sox and Fenway Sports Management, we go beyond embracing diversity. We’re committed to living by our values, strengthening our community, and creating a workplace where people genuinely feel like they belong. 

Too often, job seekers don’t apply to positions because they don’t meet every qualification. If you love this role and are great at what you do, we encourage you to apply. Your unique skills and experiences might just be what we’ve been looking for.

Prospective employees will receive consideration without discrimination based on race, religious creed, color, sex, age, national origin, handicap, disability, military/veteran status, ancestry, sexual orientation, gender identity/expression or protected genetic information.