Senior Manager - Customer Support

As the Senior Manager - Customer Support you will define the goals of the product support organization and lead that organization in delivering organizational value and exceptional product support experiences to Lightcast’s customers. This position requires an experienced leader capable of defining a vision for the product support organization and transforming the team to achieve that vision. The Senior Manager - Product Support is a cross-functional collaborator, within the product operations group and across diverse stakeholders at Lightcast.

Major Responsibilities:

• Define and own Lightcast’s support objectives, and the process, tools, and team member roles and responsibilities needed to achieve those objectives. Work with the Manager - Customer Support and Product Operations leadership to implement a roadmap to align and achieve the product support objectives.
• Define key performance indicators (KPIs) to measure the attainment of product support objectives. Work with the Manager - Customer Support to track and report attainment. Deliver insights to Product Operations leadership and Lightcast’s Chief Product Officer.
• Continuously identify opportunities for customer experience enhancement. Lead cross-functional initiatives to improve overall customer experience and operational efficiency.
• Collaborate cross-functionally with stakeholders to scale the product support team’s reach and effectiveness--unifying disparate product support functions across the organization into one product support process and organization.

Abilities:

• Transform support structure (people, processes, and technology) to deliver exceptional customer experience 24/7 across 25+ products.
• Setting business goals and associated leading and lagging performance metrics to track performance against those goals.
• Identifying the root cause of performance problems and successful implementation of process, people, or tooling changes to resolve performance problems.
• Strong English-language communication skills including the ability to clearly explain technical concepts to non-technical stakeholders.
• Budgeting and budget management.

Education and Experience:

• Bachelor’s degree or higher in information technology, computer science, or a related field.
• 8+ years of experience in product support, customer service, or a related field, with at least 2 years in a leadership or management role.
• Demonstrated success in leading a transformation of global product support operations using industry best practices.