Add office photos
All Filters
11 Burning Glass Technologies Jobs
Senior Manager - Customer Support
Burning Glass Technologies
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
As the Senior Manager - Customer Support you will define the goals of the product support organization and lead that organization in delivering organizational value and exceptional product support experiences to Lightcast s customers. This position requires an experienced leader capable of defining a vision for the product support organization and transforming the team to achieve that vision. The Senior Manager - Product Support is a cross-functional collaborator, within the product operations group and across diverse stakeholders at Lightcast.
Major Responsibilities:
- Define and own Lightcast s support objectives, and the process, tools, and team member roles and responsibilities needed to achieve those objectives. Work with the Manager - Customer Support and Product Operations leadership to implement a roadmap to align and achieve the product support objectives.
- Define key performance indicators (KPIs) to measure the attainment of product support objectives. Work with the Manager - Customer Support to track and report attainment. Deliver insights to Product Operations leadership and Lightcast s Chief Product Officer.
- Continuously identify opportunities for customer experience enhancement. Lead cross-functional initiatives to improve overall customer experience and operational efficiency.
- Collaborate cross-functionally with stakeholders to scale the product support team s reach and effectiveness--unifying disparate product support functions across the organization into one product support process and organization.
Abilities:
- Transform support structure (people, processes, and technology) to deliver exceptional customer experience 24/7 across 25+ products.
- Setting business goals and associated leading and lagging performance metrics to track performance against those goals.
- Identifying the root cause of performance problems and successful implementation of process, people, or tooling changes to resolve performance problems.
- Strong English-language communication skills including the ability to clearly explain technical concepts to non-technical stakeholders.
- Budgeting and budget management.
Education and Experience:
- Bachelor s degree or higher in information technology, computer science, or a related field.
- 8+ years of experience in product support, customer service, or a related field, with at least 2 years in a leadership or management role.
- Demonstrated success in leading a transformation of global product support operations using industry best practices.
About Lightcast:
Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) and Boston (MA) and offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities. Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
Read full job description What people at Burning Glass Technologies are saying
What Burning Glass Technologies employees are saying about work life
based on 22 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Burning Glass Technologies Benefits
Work From Home 
Team Outings 
Job Training 
Education Assistance 
Soft Skill Training 
Compare Burning Glass Technologies with
Compare
Glassdoor
Compare
Indeed
Compare
Foundit
Compare
Timesjobs.com
Compare
Info Edge
Compare
Quess
Compare
Team Lease
Compare
Nuvoco Vistas
Compare
Jaquar
Compare
JSW Cement
Compare
Infra.Market
Compare
Kohler
Compare
Wonder Cement
Compare
Ashirvad Pipes
Compare
Amrit Cement
Compare
My Home Industries
Compare
Heidelberg Cement
Compare
RAK Ceramics
Compare
H & R Johnson
Compare
Share an Interview