Product Support Manager Senior

FIS Global • Atlanta, GA

7d

About The Position

Are you curious, motivated, and forward-thinking? At FIS, you’ll have the opportunity to work on some of the most essential and dynamic tasks in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the job
Oversee support of customers encountering problems using company's products.
About the team
Our team supports multiple lines of business and collaborates with product development, infrastructure, and other internal groups to resolve issues and enhance client experience.
What you will be doing
Managing operations of teams responding to technical and complex inquiries through case management.
Developing and monitoring policies, procedures, and operating systems for efficient support.
Reporting recurring issues to product management and development teams.
Monitoring call queues, volumes, and metrics; analyzing trends to ensure quality standards are exceeded.
Ensuring representatives are trained on new product releases, upgrades, and patches.
Contributing to the development of product support functions and strategies.
Managing budgets, staffing, and scheduling across multiple cost centers.
Selecting, developing, and evaluating personnel for optimal team performance.
Serving as an escalation point for client issues, including senior-level engagement.
Other related duties as assigned.

Requirements

• Bachelor’s degree in computer science, information systems, or equivalent experience.
• 10+ years of experience in network planning, engineering, or operations.
• Broad knowledge of FIS products and related services.
• Strong understanding of IT technologies (operating systems, network devices, software architecture).
• Experience with workforce management tools and practices.
• Excellent communication skills for technical and non-technical audiences, including executive-level stakeholders.
• Proven leadership, decision-making, and conflict management skills.
• Project management experience and customer-focused leadership ability.
• Ability to work independently and in a team environment.

Responsibilities

• Managing operations of teams responding to technical and complex inquiries through case management.
• Developing and monitoring policies, procedures, and operating systems for efficient support.
• Reporting recurring issues to product management and development teams.
• Monitoring call queues, volumes, and metrics; analyzing trends to ensure quality standards are exceeded.
• Ensuring representatives are trained on new product releases, upgrades, and patches.
• Contributing to the development of product support functions and strategies.
• Managing budgets, staffing, and scheduling across multiple cost centers.
• Selecting, developing, and evaluating personnel for optimal team performance.
• Serving as an escalation point for client issues, including senior-level engagement.
• Other related duties as assigned.

Benefits

• A senior leadership role with significant impact on client satisfaction and business success.
• Opportunities to innovate and influence product support strategy.
• Inclusive and collaborative work environment.
• Competitive salary and benefits.
• Career development within a global fintech leader.

What This Job Offers

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