Manager, Support

North America

Reports to: Director, Support and Customer Success

Position summary

The Manager,  Support is responsible for the management of daily operations of the support team to deliver client support for Winshuttle products aligned to global practices, regional needs, and department objectives. This role is a member of a global support organization requiring a high level of global collaboration to ensure a unified delivery, approach, and rhythm of business. As a member of the Customer Services leadership team, this role will play a key role in the development of long-range plans and strategic direction, in alignment with organizational strategy.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Manage the team’s performance expectations and goals, provide individual coaching feedback, maintain, and improve quality, monitor real-time productivity, and lead employee development.
  • Ensure the support team staffing and processes meets business requirements.
  • Directs and manages team members in daily activities and annual goals.
  • Review and analyze existing team effectiveness and efficiency, execute improvement initiatives.
  • Management of internal and customer-facing escalations.
  • Incident management within support group
  • Management of the support processes in alignment with global strategy
  • Metric and performance management of the support team in alignment with global strategy
  • Thought leader of continuous improvement within the support organization and passion for customer satisfaction.
  • Develops, manages, and maintains relationships with vendors and consultants to address support and project activities.
  • Ensure the team develops documentation to assist in meeting business needs.
  • 25% Travel Required.

Desired behaviors

  • Facilitates change – encourages continuous improvement of work practices and processes.
  • Drives execution – engages and enthuses the team by cascading departmental goals into individual goals. Sets high-performance standards, sets clear expectations, solves problems, provides task clarity, and sets boundaries.
  • Manages the team – holds team accountable, utilizes straight talk and takes corrective actions to ensure compliance and fair treatment, provides rewards and recognition.
  • Keeps the team focused and motivated – facilitate timely decision making, knows when to escalate, provides timely feedback and regular communication.
  • Technically proficient – knows own role and has a solid familiarity with team member’s roles and tasks.
  • Uses the full capabilities of the team – understands team member’s development needs and aspirations, takes these into consideration when assigning task and responsibilities. Develops and coaches so team can reach full potential.
  • Over communicates – hosts team communication (1:1`s and team meetings), cascades important and need to know information.
  • Involves employees in decision-making – encourages them to communicate their ideas and proposed solutions.
  • Manages collaboratively – Foster teamwork, empowers and trusts employees to deliver, delegates appropriately.
  • Displays ethical character and competence – gains trust by acting with integrity and intent.
  • Is a role model – displays high levels of commitment and energy, role models our PACT (People, Action, Continuous Learning, and Trust) values, sets high standards of behavior. Influence others positively, act as a good citizen of Winshuttle.

Knowledge

  • 8+ years of management of a software Support team
  • Bachelor’s degree or equivalent experience
  • Experience working with PIM or MDM platforms a plus
  • Experience working with ERP platforms like SAP or Oracle a plus

Experience

  • Excellent client-facing skills.
  • Forward looker always trying to improve things.
  • Experience of working in fast-paced environment.
  • Knowledge of SAP and/or Winshuttle products a plus
  • Excellent prioritization and self-management skills
  • Able to manage multiple tasks and see them through to completion.
  • Ability to initiate and delegate key department initiatives.
  • Articulate in written and oral communication.
  • ITIL qualification desirable
  • Customer site support and training
  • Work off-hours when required.

At Winshuttle, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. Winshuttle is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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