Senior Manager - Technology Support

Overview

We are seeking an experienced and dynamic Senior Manager to lead our Software Support Organization. This role will be pivotal in guiding two technical support teams, each with their own Team Lead, to ensure exceptional support for our customers utilizing our digital solutions. The Senior Manager – Digital Products will focus on improving efficiency through metrics, building strong relationships with key customers, fostering team development, and driving process improvements.

Responsibilities

• Leadership and Team Management:
• Oversee two technical support teams, providing guidance and support to Team Leads.
• Develop and implement strategies for team growth and skill enhancement.
• Foster a positive, collaborative, and high-performance team culture.
• Operational Efficiency and Metrics:
• Use data-driven insights to track performance and identify areas for improvement.
• Set and monitor key performance indicators (KPIs) to ensure teams are achieving service excellence.
• Work collaboratively with Team Leads to continuously assess and optimize workflows.
• Customer Support Excellence:
• Ensure teams deliver timely and effective technical support to users of our digital laundry solutions.
• Develop customer-focused strategies to enhance user satisfaction and loyalty.
• Act as a point of escalation for critical customer issues, ensuring swift resolution.
• Relationship Building with Key Customers:
• Establish and maintain strong relationships with key customers to understand their needs and expectations.
• Serve as a trusted advisor, providing insights and recommendations to enhance their experience with our solutions.
• Collaborate with key customers to tailor support services that align with their business goals.
• Process Improvement:
• Identify opportunities to streamline processes and improve support workflows within the team, and with other teams, especially the Digital Product Development team.
• Implement best practices and innovative solutions to enhance team productivity and customer experience.
• Coordinate cross-functional efforts to address systemic issues and drive change.
• Strategic Initiatives:
• Collaborate with senior leadership to align support operations with organizational goals, including identifying needed product improvements.
• Lead projects aimed at expanding support capabilities and enhancing service delivery.
• Prepare and present reports and presentations on team performance and strategic initiatives.

Qualifications

Education & Experience:

• Bachelor’s degree in Information Technology, Business, or related field. Equivalent experience will be considered.
• Minimum of 7 years of experience in technical support or customer service roles, with at least 3 years in a leadership position.
• Experience in either technical support or commercial laundry support.
• Experience in the digital solutions industry or similar technology-driven environment preferred.

 

Skills and Abilities:

 

• Proven track record of using metrics to drive process improvements and enhance team performance.
• Strong leadership, communication, and interpersonal skills.
• Ability to build and foster a strong, motivated team.
• Demonstrated ability to establish and maintain strong relationships with key customers.
• Excellent analytical and problem-solving capabilities.

 

Travel:

• Less than 10%.

 

Standard and Physical Requirements:

• Position involves sitting for long periods, standing, manual dexterity, stooping, bending and minimal lifting.

 

Alliance Team Members Demonstrate DRIVE:  

• Dedicated: Follows through on commitments. Strong say/do. 

• Respectful: Acts with integrity and values diverse perspective.  

• Innovative: Always looking for a better way; leads change. 

• Versatile: Adapts quickly to changing circumstances. Demonstrates agility. 

• Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs. 

EEO

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender ident