Business Support Manager

Business Support Manager

Department: Hercules

Employment Type: Full Time

Location: Jacksonville, FL

Compensation: $95,000 - $130,000 / year

Description

The Business Support Manager is a critical leadership role responsible for directing iVenture''s Business Support team which consists of a blended team of local and offshore talent delivering software development, BI/reporting, automation, and quality assurance. Reporting to the Director of Operations, this individual ensures that technology solutions are delivered on time, align with business goals, and reflect iVenture''s core values. The idea. candidate bridges the gap between technical execution and business strategy, with a proven experience managing distributed and offshore teams.

As iVenture accelerates toward a functional-leader-led development model where department heads and business managers contribute directly to app development, dashboards, and workflow automation using AI-assisted platforms such as Lovable, Claude Code, and similar tools - this role is pivotal in establishing the governance, security guardrails, and planning frameworks that make citizen development scalable and safe.

Key Responsibilities

Team Leadership & Performance Management

• Lead, mentor, and develop a blended team of local and offshore software developers, QA analysts, and automation engineers
• Establish clear performance expectations, conduct regular 1:1s, and facilitate career path discussions
• Manage workload distribution, sprint planning, and resource allocation across time zones
• Participate in hiring decisions, onboarding, and training for new team members
• Foster a high-accountability culture aligned with iVenture's core values

Offshore Team Integration and Vendor Management

• Own the day-to-day relationship and performance management of the outsourced development team
• Establish and maintain communication cadences, SLAs, and delivery standards with offshore partners
• Ensure offshore deliverables are integrated seamlessly into domestic workflows and meet quality standards
• Identify and mitigate risks related to offshore dependencies, time-zone coordination, and knowledge transfer

Project and Delivery Management

• Oversee the full project lifecycle for software development, automation, and BI/reporting initiatives
• Guide project teams through obstacle resolution and adjust delivery plans to maintain efficiency and business alignment
• Ensure milestone completion by agreed upon deadlines and communicate proactively when timelines are at risk
• Partner with stakeholders to gather requirements, define scope, and set measurable success criteria

Process Improvement and Quality Assurance

• Continuously evaluate and enhance team processes to maximize efficiency and output quality
• Ensure software development, SQL/BI reporting, automation, and R&D processes comply with company standards
• Lead or support internal quality assessments and implement corrective actions as needed
• Stay current on compliance regulation changes that may affect processes or deliverables

Citizen & Functional-Leader Development Governance

• Design and own a governance framework for functional-leader-led development, enabling department heads and business managers to build apps, dashboards, and automations using AI-assisted platforms (e.g., Lovable, Claude Code) while enforcing security, data privacy, and compliance guardrails
• Establish intake, review, and deployment workflows for citizen-developed solutions, including code review checkpoints, environment promotion policies, and rollback procedures
• Partner with IT security to define role-based access controls, approved tooling lists, and data classification standards for user-generated solutions
• Build and deliver enablement programs that upskill functional leaders on AI development tools, prompt engineering basics, and responsible build practices
• Maintain a registry of citizen-built solutions, track their business impact and technical health, and coordinate ongoing support or migration to core systems when appropriate

Strategic Reporting and Communication

• Deliver regular high-level updates to the Director of Operations covering team status, project deployments, process improvements, compliance changes, and quality assessments
• Translate complex technical topics into clear business language for non-technical stakeholders
• Maintain transparent communication across all levels of the organization

Key Performance Indicators

• On-time milestone delivery rate against agreed deadlines
• Holding the team accountable to quality KPIs (DEV Story Completion, Sprint Velocity, Known Point Backlog, and Sprint Backlog)
• Team engagement and retention
• Stakeholder satisfaction with Business Support team responsiveness and output quality
• Cycle time improvements on recurring development and automation initiatives

Skills, Knowledge and Expertise

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business Management, or a related field - or equivalent professional experience
• 5+ years of technology team management experience, including direct oversight of software developers, QA, or IT operations personnel
• 1+ years of experience managing offshore or nearshore development teams
• Demonstrated background in IT services - such as cloud computing, managed services, software development, or SaaS environments
• Experience supporting SMB clients in a B2B services environment is a plus
• Working knowledge of SQL and BI/reporting tools (e.g., Power BI, Tableau, or similar)
• Familiarity with software development methodologies (Agile/Scrum, Kanban)
• Exposure to automation tools and platforms (RPA, scripting, workflow automation)
• Experience with citizen development or functional-leader-led development programs, including governance design, security policy enforcement, and enablement for non-technical builders using AI-assisted platforms (e.g., Lovable, Claude Code, Power Apps, or similar)
• Comfort working with project management platforms (Jira, Asana, Monday.com, or similar)
• Strong analytical and problem-solving skills with a data-informed decision-making style
• Excellent written and verbal communication skills; able to present to executive audiences
• Ability to manage competing priorities in a fast-paced environment
• Proven flexibility and sound judgment when navigating ambiguity
• Strong interpersonal skills; collaborative across departments and organizational levels

Other Requirements

• Valid driver's license and insurance with reliable transportation. This position will require infrequent travel to out remote offices and various industry conferences throughout the U.S
• Drug-free and non-smoker. Smoking is prohibited at all client sites and iVenture offices

Perks of working here as an Business Support Manager:

• WFH Flexibility
• Focus on Work/Life Balance
• We match 4% on your 401K
• Paid Time Off Benefits - 3 weeks for your first year, 4 weeks on your second year
• Comprehensive benefits package which includes paid life insurance and paid long term disability
• Peerfit membership - providing free access to many local gyms and studios
• Paid Maternity, Paternity and foster leave
• Quarterly employee/family outings
• Career Path road mapping
• $200 spend in our iVenture Company Store on your anniversary year with us as well as upon joining our team
• Real Culture initiatives and recognition, not just pizza parties
• 360 degree feedback. You talk, we listen.
• Mileage reimbursement
• Super cool technology - virtual lab, paid certifications and training days
• iVenture is rated by its employees as a "Great Place to Work" and has a strong culture and exceptional core values