Customer Service Product Readiness Team Lead

Esri • Redlands, CA

2d • Onsite

About The Position

Overview Ready to lead with impact? Join us as a Customer Service Team Lead, where you’ll guide a team of Product Readiness Specialists in preparing operational requirements for product and program launches. You’ll play a key role in shaping the customer experience by collaborating across departments to ensure smooth, successful releases. We’re looking for a driven leader with sharp communication skills, strong organizational instincts, and a passion for team building. If you thrive in fast-paced environments and love turning complexity into clarity for customers, this is your opportunity to make a difference.

Requirements

• 5+ years of professional experience in a similar position, supporting similar responsibilities
• Demonstrated leadership capabilities with sound judgment and effective decision-making skills
• Highly team-oriented with a strong commitment to achieving shared goals and driving collective success
• Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support
• Strong analytical and problem-solving skills with the ability to troubleshoot complex scenarios
• Bachelor’s degree in business or related field

Nice To Haves

• Proficiency in Microsoft Excel (intermediate level)
• Experience in project management, including planning, coordinating, and executing initiatives across teams
• Familiarity with Agile or other methodologies is a plus

Responsibilities

• Team Leadership & Development: Build a high-performing team through coaching, goal setting, feedback, and career growth planning
• Operational Oversight: Manage daily operations, ensuring timely, accurate responses and balanced workload distribution across the team
• Strategic Problem Solving & Escalation Management: Guide the team through complex issues and serve as the escalation point for critical matters
• Cross-Functional Collaboration: Represent Customer Service in cross-functional initiatives and ensure alignment with operational standards
• Training & Knowledge Enablement: Maintain accurate documentation, lead product training, and support team readiness through accessible resources
• Product & Program Readiness Management: Oversee release planning, testing, material validation, and contribute to quoting and issue resolution as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees