Mgr. Product Support

We are looking for a customer-focused, analytical, and operationally driven leader who can build a culture of accountability, customer ownership, continuous improvement, and technical excellence. You will leverage data to drive decisions, develop future leaders, improve operational performance, and collaborate across the organization to continuously enhance the customer experience. Partner closely with Product Management, Engineering, Services, Enablement, and other Support leaders to improve customer outcomes. Drive knowledge sharing, process improvements, and operational consistency across teams. Support organizational initiatives that improve scalability, efficiency, and service quality. Continuous Improvement & Innovation Identify opportunities to simplify processes and improve operational efficiency. Champion continuous improvement initiatives that enhance customer experience and team effectiveness. Encourage adoption of automation, reporting, AI-enabled capabilities, and best practices to improve support delivery. Ensure high-quality documentation and knowledge sharing to support scalable operations. Talent Acquisition & Workforce Planning Participate in hiring, interview calibration, and talent selection. Build a diverse, high-performing organization through structured hiring and thoughtful succession planning. Support workforce planning, cross-training, and skill development to meet evolving business needs. Lead, coach, and develop a high-performing Product Support team. Foster a culture of accountability, collaboration, continuous learning, and customer ownership. Conduct regular coaching conversations, performance reviews, and career development planning. Build technical capability while preparing future technical and people leaders. Recognize and reward high performance while addressing performance opportunities through timely coaching. Drive exceptional customer experiences through timely engagement, quality troubleshooting, and proactive communication. Promote end-to-end customer ownership while minimizing unnecessary handoffs. Lead daily operations by balancing customer demand, staffing, productivity, quality, and SLA performance. Analyze customer feedback and operational trends to identify opportunities for continuous improvement. Manage customer escalations with urgency and professionalism while ensuring effective resolution. Use operational metrics and reporting to identify trends, predict risks, and drive informed decisions. Monitor team performance across productivity, quality, customer satisfaction, responsiveness, and operational effectiveness. Develop and execute action plans that improve both customer outcomes and business performance. Bachelor's degree in Business, Computer Science, Information Systems, Accounting, Commerce, or a related field (or equivalent experience). 12+ years of experience in customer support, technical support, SaaS, or HCM environments. Experience with case management platforms and Microsoft Office applications. Ability to work US business hours and from the office five days per week. Participation in on-call rotations as business needs require. Experience supporting HR, Payroll, Time & Labor, Benefits, Tax, or HCM applications. Successful candidates will demonstrate the ability to: Experience leading organizational change, continuous improvement, or operational transformation initiatives.