Role Scope
The Senior Support Manager acts as a pivotal role in managing escalations, serving as a key resource and liaison between various departments within the company and its customers. This position is responsible for building strong customer relationships, ensuring the communication of support guidelines, and leading strategic planning efforts to enhance processes and procedures. The Senior Support Manager leads by example, inspires the team, and aims to achieve high customer satisfaction, team morale, and operational results. Experience in the Supply Chain domain, Blue Yonder products, and Warehouse Management Systems (WMS) are added advantages.
Escalation Management
What you’ll do:
- Act as the primary point of contact for escalation management.
- Resolve conflicts and issues promptly to maintain positive customer relationships.
- Ensure best practices are employed in handling escalations.
Customer Relationship Management
- Build and maintain long-term trust with customers by effectively communicating the value of Support Services.
- Interact directly with customers to address their concerns and improve relationships.
- Maintain customer confidence by setting and adjusting expectations as needed.
Communication
- Serve as a key resource and communicate to all other departments within the company.
- Communicate support guidelines, processes, and systems to customers and internal teams.
- Gather and disseminate information on department and company operational guidelines.
Strategic Planning And Process Improvement
- Conduct strategic planning, using metrics and collaborating with Team Leaders and other groups to identify opportunities for process and procedure improvements.
- Ensure continuous improvement and operational efficiency by tracking team performance metrics.
Team Leadership And Development
- Lead by example, inspiring the team to excel and promoting teamwork and high morale.
- Mentor Team Leaders and analysts, providing guidance for their development and improvement.
- Plan for the succession and development of the team.
Operational Efficiency And Effectiveness
- Track and manage the operational efficiency and effectiveness of the team.
- Lead the team to achieve high levels of customer satisfaction, team morale, and operational results.
Qualifications
What we are looking for:
- Bachelor's degree in IT or related field with work experience of 15+ years
- Proven experience in escalation management and customer relationship management.
- Strong strategic planning and process improvement skills.
- Excellent leadership and team development abilities.
- Exceptional communication and interpersonal skills.
- Strong analytical skills with the ability to track and manage operational efficiency.
- Experience in the Supply Chain domain, Blue Yonder products, and Warehouse Management Systems (WMS) are added advantages.
Key Competencies
- Leadership and Team Management
- Customer Relationship Management
- Strategic Planning and Process Improvement
- Communication and Interpersonal Skills
- Analytical and Problem-Solving Skills
- Revenue Management
- Community Interaction
Work Environment
- This position typically operates in a Hybrid environment.
- Some travel may be required to interact directly with customers and attend leadership connects.
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core ValuesAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
