Technology Solutions Manager

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 3rd 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 3rd 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.

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.