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Manager, Product Support
2 weeks ago
As a Manager, Product Support you will be responsible for:
- Responsible for leading a strong functional team with a focus on building an efficient and collaborative team culture
- Maintains in-depth expertise of supported product including core functionality, the product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners
- Manages day-to-day support operations, runs support stand ups, and serves as an escalation resource for supported products
- Accountable for continuous improvement to the user-facing experience across JLLT’s technology for the business line
- Continuously improving and informing knowledge management materials with business process framework
- Setting the groundwork for customer satisfaction and vendor benchmarking statistics; understands input metrics, levers, and stakeholders to improve and influence these scores
- Managing escalation support as required, and ensuring the “Best Team on the Field” resources are involved to solve issues and establish resolution; ensuring framework for hand-offs are clear and documented
- Ensuring central and comprehensive documentation of issues/resolutions to ensure a consistent experience for users and a repeatable playbook for the support team
- Leveraging company knowledge sharing platforms, protocols and apps to stay current on internal technology
PEOPLE SKILLS
- Empowers and enables the team to effectively carry out their responsibilities, ensuring alignment with strategic objectives and measurable outcomes, with a significant % of performance measured by the team’s collective results.
- Commitment to Excellence in user experience [providing proactive communication and resolution ownership]; going the extra mile is standard
- Excellent interpersonal, communication, problem-solving and organization skills.
- Drive to simplify the complex and balance short-term tactical solutions with long-term strategy in mind
- Strong organizational skills to uphold swift response times as required by the users of the supported product
- Ability to work independently, unsupervised, and as a team player
- Proficiency in managing remote teams and coordinating projects/resources across different time zones
- Comfortable holding team members accountable to a standard of excellence in end-user engagement.
- Ability to set clear expectations and team goals, prioritize escalations, and remove blockers for the team.
- Strong relationship building and problem-solving skills, with a firm grasp of team morale and cultural dynamics.
- Ability to balance delegation and execution, with a commitment to mentor and develop staff along their career paths.
- Strong organizational skills and be able to balance roles to deliver across multiple priorities
- Strong user experience focus with a demonstrated ability to work seamlessly with business users and technical team
QUALIFICATIONS
- Ability to translate complex technical concepts and terminology to facilitate effective communication with non-technical partners
- Knowledge of systems architecture, dependencies, and functionalities.
- Strong troubleshooting skills with the ability to effectively and accurately diagnose technical issues for web platform systems
- Advanced knowledge of Microsoft Office Suite (Word, Excel, Outlook, Visio)
- Willingness and ability to learn new or tangential technology products to supported product(s) (i.e., Tableau CRM)
- Knowledge of Azure devOps/Jira and Salesforce is preferred
- Knowledge of Service Tooling platform - Service Cloud, Zendesk, Service Now or an equivalent system.
- Experience running Microsoft SQL Reporting Services (SRSS) reports, preferred.
- Understanding of web services (SOAP/REST) workflow, XML and XLST, preferred.
- Experience with TeamViewer and Microsoft Teams for remote troubleshooting.
EXPERIENCE
- Combined 3+ years of management experience and business line expertise
- 2-3 years of Product or Application Support Experience
- Commitment to continuing education in people management and DEI (Diversity, Equity, Inclusion)
- Experience working in large global organizations with geographically dispersed teams and complex technical environments as well as dealing with internal and external customers, service providers, and vendors
