Sitecore
Manager, Product Support Services
TLDR
Lead the Product Support Services team at Sitecore, focusing on team performance, capacity planning, and providing high-quality technical support to global clients.
Manager, Product Support Services
About Us:
At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.
As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.
Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. https://www.sitecore.com/company">Our values guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.
As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences. Learn more at Sitecore.com
About the Role
This role leads Product Support Services team which is responsible for delivering high‑quality technical support aligned with Sitecore’s global support strategy. As a people manager, you’ll focus on team performance, capacity planning, and ongoing development while staying close to the technical challenges your team handles. You’ll balance day‑to‑day operations with coaching, process improvement, and cross‑team collaboration to ensure the team remains effective, motivated, and scalable as the business grows.
What You’ll Do:
- Ensuring a well-functioning, aligned with the global strategy, as well as motivated team, also acting as a primary person responsible for personnel management within the team
- Keeping overview of team’s activities, including support load, active and planned tasks, projects, schedules
- Deciding and managing team’s scheduling details, task assignments, overtimes, performing local resource planning
- Providing performance management and goal setting for all members of the team, making balanced task assignments, promotions, or role changes
- Ensuring the team is sufficiently loaded and timely reacting on any surplus or shortage of the team’s resources
- Assisting team members in solving work-related difficulties, providing guidance on approaching various questions
- Ensuring integration and adaptation of junior engineers once they are assigned to a team, as well as coordinating their ongoing growth and future development plans
- Participating in management meetings, taking part in discussions as well as organization of process improvements within the team and the overall department
What You’ll Need:
- Strong people management skills – the position assumes directly managing and mentoring a team of technical engineers
- Strong technical background – the position requires analysing of the technical challenges and selecting an efficient way to overcome those
- Demonstrable ability to maintain productivity in ever changing environment with competing priorities
- Fluent English
- Should be able to maintain an efficient communication and meet targets under pressure
- 2-3 years of a prior managerial experience or the similar experience on a Lead / Manager position
- Effective time and project management skills
Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.
Sitecore delivers a powerful digital experience platform that integrates content, commerce, and data, allowing brands to create personalized and adaptive customer interactions. Designed for global leaders, our software helps iconic brands engage with their audiences in meaningful ways, helping to foster lifelong customer relationships.
- Founded
- Founded 2001
- Employees
- 500+ employees
- Industry
- Internet Software & Services
Customer Service