Senior Manager, Technical Support

Overview

About the Role -

The Senior Manager, Enterprise Technical Support will lead our enterprise-level technical support and operations for retail partners. This hybrid role combines strategic management of our technical support teams with operational excellence to drive the success of our enterprise and eCommerce platforms. The ideal candidate will possess strong technical skills, leadership experience, and a passion for providing outstanding partner service, helping bridge our offerings with North America's biggest grocers through our white-label and API solutions.

About the Job 

• Lead with Vision: Provide strategic direction and guidance around measurement, retail analytics, reporting, and SLA, ensuring alignment with partner business objectives.
• Drive Innovation: Champion using advanced AI techniques and LLM models to improve an end-to-end digital engagement strategy for customers and lead the execution teams as the company makes this strategic shift.
• Develop and Evolve Processes: Spearhead the creation and implementation of new business processes or functions from the ground up. Guide these initiatives from conception to full operational status, ensuring alignment with organizational goals and scalability for future growth.
• Oversee and Lead Operations: Manage the day-to-day operations of the Technical Support and Technical Operations processes, ensuring smooth functioning and operational efficiency.
• Develop Training Programs: Design and implement robust training initiatives to ensure teams consistently meet and exceed service level agreements, fostering continuous improvement.
• Cultivate Relationships: Build and maintain strong relationships with internal stakeholders to resolve complex issues, enhancing customer satisfaction and operational efficiency.
• Drive Operational Excellence: Champion operational excellence in issue, incident, configuration, and change management, ensuring processes are efficient and effective.
• Representation and Escalation Management: Represent the teams in strategic meetings and handle customer escalations to ensure quick and effective resolution.
• Stay Informed on Trends: Keep abreast of current trends by leveraging Lean and Six Sigma methodologies, applying them to enhance process and team effectiveness.
• Cross-Functional Collaboration: Engage in collaboration with various departments to support new feature rollouts, contributing to improved product reliability and adoption.
• Build Communication Processes: Develop and implement processes to ensure smooth and effective communication between partners and internal teams, facilitating alignment and collaboration.

About You

Minimum Qualifications

• Bachelor's degree in a technical field or 5+ years of equivalent experience in technical support operations and management.
• 7+ years in management roles, preferably within B2B/Enterprise support.
• Strong analytical skills with in-depth knowledge of at least one programming language (Ruby preferred; Python also beneficial).
• Experience with SQL, particularly on Postgres, MySQL, or Snowflake, applicable across all technical operations.
• Solid understanding of web application architecture, specifically for Whitelabel solutions.
• API experience, particularly in Fulfillment as a Service environments.
• Experienced in establishing best practices and using tools like Jira Service Desk for efficient technical support.
• Strong problem-solving skills with a focus on improving support processes.
• Excellent written and verbal communication skills, especially when dealing with diverse stakeholders.
• Experience in technical training and documentation, with a preference for candidates with B2B grocery retail industry knowledge.

Preferred Qualifications

• Six Sigma certification or similar experience is desirable
• Proactive problem solver and skilled communicator 
• Ability to thrive in a fast-paced environment 
• Ability to develop teams and processes to meet evolving business needs