Sr. Manager, Support Development

Duties & Responsibilities

• Provide coaching, mentorship and support to a team of supervisors
• Partner with support leadership to drive a mission and vision for a large team that is motivating and encouraging to the organization while focused on results
• Maintain a high degree of partnership with leadership cross-functionally, especially our technology and product organizations and sales.
• Create proactive recommendations to influence the strategy for long-term customer support evolution and work with leaders to drive individual contributions. This includes organizational objectives to reduce cost to serve and continue to maintain high dealer and client delight.
• Set team benchmarks and measurement methodologies in partnership with other Senior support leaders to continue to elevate our customer/team experiences.
• Review case/performance trends provided by leadership on a monthly cadence and level up data to drive organizational optimization
• Manage resource distribution, ensuring talent is aligned correctly to the needs of the business, balanced appropriately across leaders and that the hiring/staffing strategy supports optimization targets for both client satisfaction and costs.
• Create and manage performance dashboards for the department in partnership with Business Operations/CRM teams
• Influences creation and necessary evolution of team job descriptions
• Maintains a prioritized list of roadmap support items in partnership with our technology teams
• Creates and maintains a team learning and development plan that addresses training opportunities for a collective unit alongside individualized coaching plans
• Stay on top of trends in support practices, technology automation and/or industry specific technology enhancements
• Work with different departments to identify patterns and opportunities to improve execution within Support Development
• Course correct behavior when issues are unveiled. If this leads to needing to set up a Performance Improvement Plan, working through closely with leadership, HR and the team member to get behavior corrected. 
• Support career pathing for direct reports to ensure they are set up for success and understanding of professional growth opportunities 

Required Skills:

• College degree or equivalent education experience required
• 1-2 years of previous strategic, high-level management experience or relevant job examples demonstrating similar competencies
• Strong root cause analysis capabilities
• High level of competency with technology platforms and software systems
• Leadership and mentoring skills for career development of the team. 
• Strong communication skills to effectively work with cross functional stakeholders and clients. 
• Experience with Salesforce and Slack
• Critical thinking to analyze trends, maintain strong work flows and big picture thinking to make structural and systemic changes.
• Expert knowledge of HTML, CSS, JS, PHP.
• Understanding of WordPress and experience building Wordpress themes.
• Strong knowledge and experience with Git
• Expertise in with front-end frameworks like Bootstrap, Bourbon, or Foundation.
• Expertise in building and testing responsive sites.
• Must be organized, detail-oriented, and able to juggle multiple projects with varying timelines and requirements.
• Fast learner and interested in new technologies.
• The ability to remain cool under pressure. Seeks to find the solution regardless of what it takes
• Financial acumen to manage a budget & resourcing needs
• Experience with change leadership

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