Manager – Customer Care and Product Support

Manager – Customer Care and Product Support

Requirements

• BS/BA degree preferred or equivalent relevant experience in lieu of degree
• 8+ years of relevant experience in customer care
• Previous management experience involving multiple direct reports in a customer service environment
• Strong technical and logical processing skills
• Ability to interact with all levels of management including executive level leadership teams
• Capable of being a strong motivator and source of direction for your team and role modelling commitment to your team’s goals
• Excellent communication skills, with the ability to clearly convey products, deliverables, analyses, and/or issues to groups outside of your team or those who are unfamiliar with the topic
• Have a team-oriented mentality and be able to easily build meaningful relationships with others and work collaboratively with cross-functional teams
• Strong project management skills with proven ability to successfully execute on tasks/projects
• Proven success in identifying and implementing enhancements within the team and external departments that will drive down resolution times and enhance the overall customer experience
• Be able to analyze and understand a situation or problem and think critically to make decisions and come up with new and unique solutions
• Be self-motivated, with a proactive mindset and possess a high degree of creativity, independence, and resourcefulness
• Have a strong sense of urgency in driving projects to completion and be motivated to achieve outcomes and results
• Can thrive in a dynamic environment and efficiently manage multiple projects for yourself and your team while making sure to meet deadlines
• Working knowledge of all MS Office applications

Responsibilities

• Foster and develop team members into highly performing technically savvy individuals, who understand and embrace the difference they make
• Mentor and develop your team by performing regular check-ins, providing constructive coaching, establish rapport and develop relationships, discuss career growth opportunities, and acknowledge performance issues when necessary
• Gain an intimate understanding of the roles and responsibilities of the customer care team, Iridium’s products and services, processes and procedures as well as an in depth knowledge of the systems/tools utilized by the team
• Responsible for the overall direction and activities within the care team to ensure the team has the knowledge, tools, and resources needed to support Iridium’s Products and Services, as well as Iridium’s various customer base
• Work cross-functionally with project managers, technical teams and other managers/directors within the organizations to successfully launch new products and services, as well as implement enhancements to systems and existing processes and procedures
• Utilize problem-solving skills to overcome obstacles and pro-actively identify issues with processes that cause potential customer issues and improve the overall support process
• Facilitate tactical meetings in an effort to build/strengthen relationships within the department and cross-functionally across other departments
• Perform analysis within key areas to determine the overall needs of the team to evaluate deficiencies /efficiencies within the organization

Preferred Qualifications

• Experience in a wireless telecommunications industry, help desk support or computer environment
• 3-5+ years of experience in a supervisory role in customer service