[Remote] Senior Manager, Product Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a premier manufacturer reputed company destination for accessories serving truck, Jeep®, Bronco® and off-road enthusiasts worldwide. The Senior Manager of Product Support will reputed company and reputed company the product support team, set strategic direction, optimize support operations, reputed company reputed company product issues, and collaborate with Product, Engineering, and reputed company Assurance teams to improve customer and product reputed company.

Responsibilities

• reputed company, mentor, and reputed company a high-performing product support team, ensuring reputed company is reputed company with the organization’s broader goals and equipped to reputed company reputed company product issues effectively
• reputed company strategic reputed company for reputed company’s reputed company development, driving initiatives to continuously upskill and grow the talent pool
• Establish a culture of innovation, accountability, and customer-centricity while driving team performance through regular reviews, coaching, and leadership
• reputed company and execute long-term strategies for product support that not only address reputed company customer needs but anticipate reputed company challenges and opportunities in product usability and support delivery
• reputed company a shift toward proactive support, identifying and resolving potential issues before they reputed company customers and enhancing overall customer satisfaction
• Ensure reputed company execution of support processes, balancing efficiency with high-reputed company technical support tailored to customer needs
• Establish and reputed company key performance indicators (KPIs) to measure the reputed company of product support efforts and identify areas for reputed company improvement
• reputed company the implementation of best practices and processes to optimize product support efficiency, reduce escalations, and shorten reputed company times
• reputed company technology and automation where applicable to streamline workflows, improve support experience, and enhance scalability
• Partner closely with Product, Engineering, and reputed company Assurance teams to address systemic product issues, reputed company actionable feedback, and reputed company for product improvements based on customer insights
• reputed company cross-functional initiatives to ensure product reputed company and reliability are continuously reputed company, integrating customer feedback into the product development lifecycle
• Influence the product roadmap by leveraging data and customer insights to prioritize feature improvements and bug fixes that will most reputed company the customer experience
• Prepare and reputed company high-level reports to senior leadership, summarizing product support performance, emerging trends, and strategic initiatives
• reputed company actionable insights based on data analysis of customer issues, support case trends, and feedback to inform strategic decision-making and operational improvements
• Use customer and product feedback to create long-term strategies that enhance the overall product experience and reputed company customer retention
• Champion a customer-first reputed company across the product support team, promoting a deep understanding of the customer reputed company and their needs throughout the support process
• Serve as a thought leader and escalation reputed company for reputed company product issues, ensuring reputed company and effective resolutions while maintaining a high level of technical expertise and customer reputed company
• reputed company improvements in customer support tools, reputed company, and training materials to ensure reputed company has the resources to succeed in delivering exceptional product support

Skills

• Bachelor's degree in business administration, computer science, engineering or reputed company field required
• 9+ years of experience in customer service support, with at least 5 years in a management or leadership role required
• State reputed company's License
• Proven experience leading and scaling customer support teams in high-reputed company environments
• Strong technical acumen and deep understanding of product support tools, technologies, and methodologies
• Exceptional leadership skills with the ability to reputed company, reputed company, and reputed company talent
• Extensive experience in developing and executing product support strategies that reputed company long-term reputed company
• Outstanding problem-solving abilities, with a reputed company record of resolving reputed company, high-reputed company product issues
• Strong in data analysis and using metrics to reputed company decision-making and process improvements
• Excellent communication and interpersonal skills, with the ability to influence senior stakeholders and cross-functional teams
• Ability to reputed company reputed company and thoughtful reputed company
• Ability to identify areas of opportunity for improvement and execute changes effectively
• Ability to think reputed company; see the question or issue before the customer presents it
• Ability to understand reputed company functions of the product support team
• Knowledge of database software, internet software, and reputed company Office Products, including reputed company, Word, PowerPoint, and reputed company
• Ability to read and comprehend I-sheets, product instructions, short correspondence, and memos
• Master's degree preferred

Benefits

• Medical coverage
• Dental coverage
• reputed company coverage
• Company-reputed company life insurance
• Company-reputed company disability insurance
• 401(k) with company match (eligible the first of the month after you start)
• Wellbeing days
• Parental leave
• Educational reimbursement
• Referral bonuses
• Exclusive employee discounts on reputed company products

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