Senior Manager, Product Support
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Job Description
Senior Manager leading product support strategy, operations, and teams for RealTruck, a manufacturer and digital retailer of truck and off-road accessories. Driving product improvements and customer success through data and cross-functional leadership.
Responsibilities:
- Lead, mentor, and empower the product support team
- Set strategic direction and develop long-term product support strategies
- Drive proactive support and anticipate customer issues
- Establish and track KPIs for product support performance
- Implement best practices and optimize support processes
- Reduce escalations and shorten resolution times
- Leverage technology and automation to streamline workflows and improve scalability
- Partner with Product, Engineering, and Quality Assurance teams on systemic product issues and product improvements
- Integrate customer feedback into the product development lifecycle
- Influence the product roadmap using data and customer insights
- Prepare and deliver high-level reports to senior leadership
- Analyze customer issues, support case trends, and feedback
- Champion a customer-first culture and serve as an escalation point for complex product issues
- Improve support tools, knowledge management, and training materials
- Plan, organize, evaluate, and direct department employees
Requirements:
- Bachelor’s degree in business administration, computer science, engineering, or related field required
- 9+ years of experience in customer service support
- At least 5 years in a management or leadership role
- State Driver’s License
- Proven experience leading and scaling customer support teams in high-growth environments
- Strong technical acumen and understanding of product support tools, technologies, and methodologies
- Leadership experience inspiring, coaching, and developing talent
- Experience developing and executing product support strategies
- Track record resolving complex, high-impact product issues
- Strong data analysis and metrics-driven decision-making skills
- Excellent communication and interpersonal skills
- Knowledge of database software, internet software, and Microsoft Office products, including Excel, Word, PowerPoint, and Outlook
- Ability to read and comprehend product instructions, correspondence, and memos
- Approximately 20% travel may be required
- Ability to perform sedentary work and use standard office equipment
Benefits:
- Medical coverage
- Dental coverage
- Vision coverage
- Company-paid life insurance
- Company-paid disability insurance
- 401(k) with company match
- Wellbeing days
- Parental leave
- Educational reimbursement
- Referral bonuses
- Exclusive employee discounts on RealTruck products
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