Our client, a leading player in the over-the-top video streaming industry, is seeking an experienced Product Support manager who will be responsible for daily operational processes, managing the support workflow and requests while maintaining effective communication across different stakeholders & countries.
As a Product Support Manager, you will play a crucial role in enhancing their operational capabilities. You will work directly with their support and technical teams to resolve product-related issues, optimize processes, and ensure seamless collaboration across time zones with their international team members. Your contributions will be key in driving the automation of our support processes and setting the standards for operational excellence.
What you will do:
- Design and implement strategies to enhance and automate the support workflow, reducing response times and increasing satisfaction.
- Participate in management activities, contributing to continuous improvement initiatives.
- Collaborate with support and technical teams to troubleshoot and resolve product-related issues efficiently.
- Coordinate with overseas team members to manage and fulfil various operational requests.
- Develop and maintain standard operating procedures, aligning team expectations and ensuring consistency in our service delivery.
- Leverage automation technologies to improve operational efficiency and effectiveness.
What you will need:
- Proven experience in operational management, particularly in streaming, mobile, or app environments.
- Good background in streaming product development.
- Excellent problem-solving skills and the ability to work effectively under pressure.
- Experience in integrating and leveraging automation technologies to streamline processes.
- Exceptional communication skills and the ability to work collaboratively with multicultural and multidisciplinary teams.
