Business Support Manager (Remote in US)

At Pitney Bowes, we do the right thing, the right way.  As a member of our team, you can too.

We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

We actively look for prospects who:
•    Are passionate about client success.
•    Enjoy collaborating with others.
•    Strive to exceed expectations.
•    Move boldly in the quest for superior and best in market solutions.

Job Description:

The Business Support Manager, reporting directly to the Senior Director of Operations, plays a critical leadership role in managing a team and fostering collaboration between business users, development teams, and customers.

This role is Remote anywhere in United States.

The base salary range for this position is $100,000 to $130,000 with the actual pay dependent on your skills and experience as they relate to the job requirements and the location where you will be performing the job. 

This position establishes the team as the subject matter expert for a designated business group, overseeing operational efficiency, ensuring successful business process implementation, and providing strategic support for Pitney Bowes Presort Services’ proprietary core operational, billing, information, and reporting applications (POInTS, PROLink, Center Ops 2, PSA/My Account, JNS, etc.).

The Business Support Manager leads, mentors, and develops a high-performing team while partnering with key business owners to provide analysis, documentation, and reporting. This role requires strong leadership, excellent problem-solving skills, and the ability to make strategic decisions that directly impact user data, system functionality, and the continued success of Pitney Bowes Presort Services.

Key Responsibilities

• Team Leadership & Development: Manage, mentor, and develop the Business Support Team, fostering a collaborative and high-performance work environment. Ensure team members have the necessary resources, training, and support for success.

• Process & Change Management: Lead several team members in supporting change management processes for system life cycles. Advocate for business requirements, perform gap/process analysis, and monitor performance to drive continuous business improvement.

• Cross-Functional Collaboration: Lead the team in partnering with developers, system administrators, instructional designers, and SMEs to translate technical data and procedures into well-documented, comprehensive business requirements.

• Operational Oversight: Oversee daily business operations, workflows, and assignment scheduling to ensure the team meets deadlines and business goals efficiently.

• Product & Business Support: Serve as the subject matter expert (SME) for the company’s business applications, providing leadership in troubleshooting, issue resolution, and user support. Build strong relationships with internal/external customers, communicate data anomalies, and drive revenue or cost mitigation.

• Project & Performance Management: Collaborate with senior leadership to identify key success metrics, define project scopes, and establish realistic timelines for business support initiatives. Ensure proper tracking, reporting, and accountability using tools like Jira, Trello, and Smart Sheets.

• Documentation & Process Improvement: Oversee the creation, editing, and maintenance of technical/user documentation, procedural guides, and application manuals. Continuously assess and implement best practices for business analysis and process improvements.

• Strategic Planning & Industry Best Practices: Stay abreast of industry trends and emerging technologies, providing strategic recommendations to management to enhance business support functions.

Qualifications

• Bachelor’s degree preferred but not mandatory or equivalent work experience.

• Ability to travel up to 25% as required.

• Proven experience in team leadership, mentorship, and people management.

• Strong understanding of process/task analysis and business support functions.

• Experience in change management processes and application system lifecycles.

• Intermediate to advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Access, Outlo