Product Support Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Provide expert insights on operational processes and protocols related to the CVS product line.

• Serve as a product consultant and a point of escalation for operational support matters.

• Collaborate with Sales and Field Operations to manage customer expectations and ensure seamless support.

• Guarantee adherence to established policies, workflows, and reporting standards.

• Assist in customer implementations and internal startups through documentation, training, and operational expertise.

• Create and deliver operational training for CVS Operations and Field Support teams.

• Share best practices via documentation, training resources, and knowledge transfer among internal teams and customers.

• Develop and maintain operational procedures and support documentation to enhance consistency and effectiveness.

• Design, refine, and monitor KPIs and quality assurance measures to assess operational performance.

• Analyze performance and quality data to uncover trends, risks, and areas for improvement.

• Implement corrective measures that enhance quality, lower costs, and elevate customer satisfaction.

• Lead initiatives aimed at process improvement to decrease costs, enhance cycle times, boost profitability, and improve customer experiences.

• Oversee projects from inception through implementation, ensuring alignment with business goals and timely execution.

• Work collaboratively across functions to identify operational efficiencies and promote continuous improvement initiatives.

• Act as a vital link between Sales, Field Support, Operations, and other cross-functional partners.

• Cultivate strong relationships throughout the organization to support product goals and operational success.

• Communicate effectively with stakeholders at all levels to ensure alignment and execution of strategic initiatives.

⛳️ Requirements

• High School Diploma or GED.

• At least 3 years of experience in project management.

• A minimum of 2 years of experience utilizing Microsoft Office applications, including Word, Excel, PowerPoint, and Project.

• Bachelor's degree in Business, Engineering, or a related field is preferred.

• Experience in vault operations and a robust understanding of the armored transportation sector is preferred.

• Proven leadership experience in operations, product support, or customer support environments is preferred.

• Familiarity with process improvement methodologies such as Lean and Six Sigma is preferred.

• Strong analytical, organizational, and problem-solving capabilities are preferred.

• Ability to work independently and manage multiple priorities in a fast-paced setting is preferred.

• Demonstrated ability to uphold operational standards, integrity, and accountability is preferred.

• Excellent communication and stakeholder management skills are preferred.

🏝️ Benefits

• Equal opportunity employer

• Drug-free workplace