Manager, Product Support
Hearst Dallas, Texas, United States
Broadcast Media Production and Distribution · 1,001-5,000 employees
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About the role
Lead and develop a product support team to ensure high-quality customer service through coaching, performance monitoring, and operational oversight. Partner with cross-functional teams to resolve complex technical issues, manage escalations, and implement process improvements to increase capacity.
What they look for
Requirements
Requires demonstrated experience in leading teams within customer or technical support, SaaS operations, or service delivery environments. Candidates must possess strong analytical skills, the ability to manage complex workflows, and effective communication skills to facilitate decision-making.
Full description
Manager, Product Support
The Opportunity
Lead the team that keeps Homecare Homebase customers supported when questions are complex, service risks are high, and reliable follow-through matters. As Manager, Product Support, you will guide the people, performance, and daily operations of an assigned support team, creating the clarity, coaching, coverage, and accountability needed to deliver responsive, high-quality customer service.
Working with Product Support leaders and partners across Product, Development, QA, Reliability Engineering, Client Services, and HR, you will manage escalations, strengthen team capability, and use operational data, knowledge, and automation to reduce avoidable demand. Your leadership will help the department scale while keeping customer and employee outcomes at the center.
Hybrid: This hybrid role is based in Dallas, Texas and requires working in the office as determined by your manager.
What You’ll Do
- Lead and develop an assigned Product Support team through clear expectations, regular one-on-ones, recognition, coaching, performance reviews, and individual development plans.
- Monitor queue health, workload, aging, service levels, quality, productivity, and customer sentiment; adjust priorities and assignments to protect customer commitments.
- Lead customer and operational escalations by establishing ownership, action plans, communication cadence, and closure criteria, including management coverage for on-call escalations.
- Assess staffing, schedule coverage, workload, and skill needs; coordinate onboarding and cross-training to maintain resilient primary and backup coverage.
- Partner with technical leads, incident managers, Product, Development, QA, Reliability Engineering, and Client Services to resolve difficult issues, address recurring problems, and improve service-transition readiness.
- Use performance data, problem trends, knowledge, and automation to prioritize prevention, shift-left opportunities, and practical process improvements that increase capacity and improve the customer experience.
- Provide regular reporting on team performance, customer risks, capacity, staffing, skill gaps, trends, and corrective actions, and escalate cross-team decisions at the appropriate time.
What You’ll Bring
Required Qualifications
- Demonstrated experience leading people in customer support, technical support, SaaS operations, service delivery, or a comparable environment.
- Experience setting goals, coaching performance, providing direct feedback, and managing employee concerns with consistency and sound judgment.
- Working knowledge of case management, service levels, customer escalations, incident response, and operational reporting.
- Ability to analyze workload, quality, productivity, capacity, and customer data and turn findings into measurable action.
- Strong written and verbal communication skills across employees, customers, peers, technical partners, and senior leaders.
- Ability to learn complex products and workflows and facilitate effective decisions among technical specialists.
Preferred Qualifications
- Experience in healthcare technology, SaaS, customer support, or another regulated environment.
- Experience with ServiceNow, Azure DevOps, Microsoft 365, or comparable work-management and reporting platforms.
- Experience with automation, knowledge management, problem management, or shift-left support practices.
- Experience managing distributed or hybrid teams and shared on-call responsibilities.
Additional Information
Sponsorship: This position does not provide immigration sponsorship. Applicants must have the right to work in the U.S. without immigration sponsorship.
Sound like a good fit? We’d love to hear from you.
