Product Implementation Team Manager

This is a fully remote position, open to applicants in Colorado, +4 more states.

📋 Description

• Lead, mentor, and cultivate a team of support specialists.

• Guide the team in conducting product demonstrations and managing broker interactions.

• Develop workflows and establish performance metrics.

• Promote the adoption of innovative tools, automation, and digital transformation initiatives.

• Create a collaborative team atmosphere centered on continuous improvement and broker satisfaction.

• Supervise the complete support ticket lifecycle.

• Implement best practices for ticket categorization, prioritization, and escalation.

• Communicate bugs and enhancement requests to the product team and ensure follow-through to resolution.

• Monitor the performance of the support queue and work to reduce resolution times.

• Maintain an in-depth understanding of the LeasingOS product to advise both the team and brokers.

• Participate in broker calls, lead product demonstrations, troubleshoot in real-time, and set expectations regarding scope and timing.

• Collaborate with cross-functional teams to address complex technical challenges.

• Document recurring issues to facilitate product improvements and preventive measures.

• Utilize AI and data-informed methods to automate manual and repetitive support tasks.

• Analyze support metrics and trends to optimize processes.

• Provide regular updates on team performance, ticket volumes, and resolution rates.

• Collaborate with stakeholders on system enhancements, AI, and automation initiatives.

• Maintain thorough documentation of support processes.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• A minimum of 2 years of experience in people management, leading customer support or technical support teams.

• Strong mentoring capabilities, integrity, trustworthiness, and the ability to gain team confidence.

• Ability to deeply understand a product, educate others about it, and troubleshoot complex data and product issues.

• Confidence in conducting customer calls and leading product demonstrations.

• Excellent written and verbal communication skills.

• Demonstrated success in enhancing operational efficiency and implementing best practices.

• Proficiency in adopting AI and automation tools to optimize support activities.

• Commitment to continuous learning as best practices evolve.

• Enthusiasm for providing exceptional service and building a high-performing support team.

• Strong follow-through and proactive communication skills.

• Ability to collaborate effectively across multiple teams and stakeholder groups.

• Capacity to thrive in a dynamic, fast-paced environment with shifting priorities.

• Candidates must be authorized to work in the United States without sponsorship.

🏝️ Benefits

• 401(k) plan with matching contributions from the company.

• Comprehensive medical, dental, and vision coverage.

• Paid parental leave at 100% of salary.

• Paid time off and company holidays.

• Early access to earned wages through Daily Pay.

• Supportive culture that prioritizes mental, physical, and emotional well-being.

• Reasonable accommodations for individuals with disabilities.