Senior Manager - Messaging Operations

About Our Company

We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Job Description

Operational owner for enterprise email platform supporting all users in a 24x5 global support model. Responsibilities:

Key Responsibilities

• Provide oversight and leadership to the Messaging operations team, including employees, contractors, and vendor partner resources across U.S. and India locations. Delegate work to ensure effective execution of team and function deliverables.

• Own the day-to-day operational health of Exchange Online, on-premises Exchange, email gateways, and Outlook client services supporting the enterprise user base.

• Manage incident, problem, change, and request processes; ensure SLA performance, quality escalation handling, and clear executive-level incident communication.

• Own and administer a fair, sustainable 24x7 on-call rotation with predictable coverage and cooldown periods across onshore and offshore staff.

• Partner with Information Security and Compliance on email security controls - anti-spam and anti-phishing filtering, anti-spoofing, Safe Links and Safe Attachments, encryption, quarantine, and archiving.

• Lead technical delivery of platform projects and migrations (for example, Exchange version uplifts, cloud landing zone moves, domain onboarding, and business onboarding or divestiture work), coordinating scope, resourcing, and timelines with project management partners.

• Participate in the change management process to approve technology and service changes, balancing business need against impact and risk.

• Ensure disaster recovery plans, runbooks, break/fix documentation, and monitoring procedures are current, tested, and audit-ready.

• Develop and maintain a high-performing team through effective hiring, coaching, skills assessment, cross-training, succession planning, and performance management.

• Manage vendor and supplier relationships, including escalations, roadmap reviews, and invoice and service validation.

• Contribute to budget and project planning with accurate estimates of work, resources required, scope, and cost; identify and act on automation and efficiency opportunities.

• Establish technology and service goals, reporting, and metrics; present operational and engineering reviews to senior leadership.

• Champion policies, standards, and licensing and capacity governance across the messaging and collaboration estate.

Required Qualifications

• Bachelors degree in Computer Science, MIS, or related field; or equivalent work experience. 
• 7-10 years of relevant work experience required.
• 4+ years of experience providing day-to-day oversight/supervision to a team of technical employees and/or vendor partner resources.
• 5-7+ years of broad technical experience with proven expertise in a majority of the following areas: Mainframe technology, DB2, IMS, networks, hardware, operating systems (z/OS, Windows, UNIX, Linux, Hybrid Cloud), virtualization software, middleware and related base build infrastructure and software.
• Experience and subject matter expertise in the Mainframe computing environment, as well as platform related experience.
• 4+ years of experience and proven success identifying and implementing opportunities for improvement to configurations, procedures and process to enable greater availability, capability and efficiency.

Preferred Qualifications

• 5+ years of hands-on experience administering or engineering Microsoft 365 in an enterprise environment, with depth in Exchange Online and Exchange Server and working knowledge of SharePoint Online, OneDrive, and Teams.

• Experience leading enterprise messaging or collaboration operations, including incident and escalation management, change control, and SLA accountability.

• Strong knowledge of Microsoft Entra ID / Active Directory, Windows Server, DNS, and hybrid or public cloud infrastructure.

• Working knowledge of email security and authentication controls, including SPF, DKIM, DMARC, Defender for Office 365, and email security gateways such as Cisco Secure Email.

• Familiarity with PowerShell scripting and automation.

• 2+ years of direct people-management experience to include performance management, ideally leading distributed onshore and offshore teams.

• Certifications preferred: ITIL Foundation; Microsoft 365 Certified (Administrator Expert or equivalent).

• Strong written and verbal communication skills with the ability to translate technical information to non-technical audiences and vice versa.

• Excellent problem detection and determination skills in multiple functional infrastructure/application areas, with a strong customer service orientation.

• Proven experience creating, championing, and maintaining processes, procedures, and policies.

• Experience working in the financial services industry or other similar, highly regulated environment.

Base Pay Salary

The estimated base salary for this role is $120,000 - 155,000 / year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurance.

Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, military status, veteran status, genetic information, citizenship, disability status, marital status, family status or any other basis prohibited by law.

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.