Description

The Technology Solutions Manager is responsible for leading the end-to-end lifecycle of technology products that support Phelps's business and practice groups. This individual is responsible for creating a roadmap of technology solutions that meet current business objectives and forecast future product trajectory. This role blends technology product leadership with hands-on discovery, design, and analysis of existing workflows and processes within the firm to oversee successful adoption of technology products.

The Technology Solutions Manager relies on their strategic thinking, service excellence, and a deep technical understanding of legal practice and change management to drive innovation and successful adoption of technology products.

Essential Duties & Responsibilities:

Product Lifecycle Management

Own the full product lifecycle: idea intake, discovery, requirements gathering, design, testing, implementation, adoption, and sunset.
Develop and implement strategies for integrating AI technologies into existing workflows and processes to enhance efficiency and innovation.
Facilitate functional and technical requirements by maintaining a well-defined roadmap and collaborating with process owners and/or practice groups during scoping activities.
Manage 3rd party vendors where applicable to ensure the product continues to meet the firm’s needs, including influencing the product roadmap and evaluating the vendors’ performance.
Prioritize product backlogs across products within your portfolio.
Manage delivery schedules and communicate progress, risks, and milestones to stakeholders.
Cultivate a client experience focus and culture when defining workflows and user interfaces for new and existing products
Monitor, measure, and analyze product/capability performance, net promoter score (NPS), user observation studies, focus groups and roundtables, utilization, and adoption across the firm to discover trends and patterns.

Technology Subject Matter Expertise

Act as an in-house expert or liaison to vendor experts on specific technologies.
Stay abreast of legal technology trends – especially automation and artificial intelligence – industry benchmarks, capabilities, and vendor roadmaps to inform firm direction and platform evolution.
Liaise between the legal teams, vendors and other firm support teams to ensure support of practice-specific tools.
Work closely with IT teams to support releases, upgrades, improvements, etc.
Collaborate with others in the organization and technology vendors to influence roadmaps, build partnerships, and ensure accountability with vendors.
Understand and adjust for the impact that automation and artificial intelligence have on people, processes, and technology and how these change the business of law and ethical obligations.
Key deliverables may include Customer Profiling/Segmentation & Analysis, Competitive Analysis, Product Requirements Document, Product Enhancements Backlog, Product Business Case, Product Roadmap, Client Success Storytelling, and End of Life Plan.
May develop project plans for initiatives, establishing timelines for completion, and sustaining and growing product adoption, where applicable.

Support, Training & Adoption

Coordinate with vendors and 3^rd parties to provide day-to-day support to attorneys, legal teams and clients; including onboarding, user provisioning, access setup, and workflow troubleshooting.
Lead (or coordinate with vendors to conduct) demos and training sessions for new users and teams to adopt new technologies.
Develop and maintain (or coordinate with vendors to complete) user guides, training materials, job aids, FAQs, and internal documentation.
Promote technology adoption through targeted communications, tutorials, and ongoing engagement with departments and practice groups.
Track platform usage, impact, and satisfaction to inform optimization.
Continuously identify opportunities to improve processes and operations through automation or innovation.

Supervisory Responsibilities

May have direct reports; responsible for conducting team meetings and providing feedback on performance, communicating relevant metrics to help team members assess their progress, highlight key achievements, and note areas of improvement.
Partner with peers to foster a culture of continuous improvement, growth, and innovative spirit for all team members.
Regularly interact with and supervise work delegated to non-direct reports and vendor or 3^rd party resources.
Foster a positive and collaborative culture, promoting knowledge sharing, continuous learning, and a client-centric mindset.
Perform other duties as assigned. Specific technology products may change over time.

Requirements

Education and Experience Required:

Bachelor’s degree preferred but not required.
5+ years’ experience in technology process or product management implementing and/or supporting software (AI solutions preferred); software development lifecycle experience is beneficial.
Familiarity with legal technology or law firm environments is preferred.
Agile, Scrum, Product Management, Project Management, or other industry-recognized certifications are a plus.

Qualifications and Skills Required:

Broad technical fluency across multiple product types and platforms.
Strong project management capabilities, with the ability to manage multiple time-sensitive priorities simultaneously.
Demonstrated proficiency in AI technologies and their application in a business context, with a focus on legal technology and processes.
Self-motivated and proactive, with exceptional analytical, organizational, and problem-solving skills.
Demonstrated ability to write clear and effective product documentation, including user stories, training guides, and release notes.
Exceptional verbal and written communication skills, with the ability to collaborate professionally and confidently with a diverse range of stakeholders, including attorneys, senior leadership, IT teams, and external vendors.
Flexible and resilient, able to adapt to shifting priorities and maintain a calm, focused approach in high-pressure situations.
Proven ability to work independently with minimal supervision, while also thriving in collaborative, team-oriented environments.
Strong client service orientation, committed to delivering high-quality support to both internal stakeholders and external clients.
Strong learning agility with a demonstrated ability to quickly master new technologies, tools, and platforms.
Skilled in communicating complex technical concepts and developing compelling, user-centric messaging that promotes understanding and adoption.
Exercises sound judgment and discretion in all interactions and decision-making processes.
Willingness to travel to other offices to as required for successful relationship building and effective process and technology design.