Sr. Manager, Support Development

The Sr Manager of Support Development is responsible for leading the entire Support Development team, which is responsible for executing client requests, bug fixes, updates, and maintenance on production WordPress websites. This role would lead software-developers that are responsible for interacting with clients, troubleshooting issues, building custom functionality and addressing front-end display problems. As a Sr. Manager, this person is responsible for root cause analysis, KPI maintenance and SLA adherence. Through a strong technical background and exemplary leadership skills, this role will work cross functionally with key stakeholders to maintain a high level of service while removing key blockers from the team's success. Working with clients to identify client needs and areas of opportunity to grow the department are critical to the success of this role.

• Provide coaching, mentorship and support to a team of supervisors
• Partner with support leadership to drive a mission and vision for a large team that is motivating and encouraging to the organization while focused on results
• Maintain a high degree of partnership with leadership cross-functionally, especially our technology and product organizations and sales.
• Create proactive recommendations to influence the strategy for long-term customer support evolution and work with leaders to drive individual contributions. This includes organizational objectives to reduce cost to serve and continue to maintain high dealer and client delight.
• Set team benchmarks and measurement methodologies in partnership with other Senior support leaders to continue to elevate our customer/team experiences.
• Review case/performance trends provided by leadership on a monthly cadence and level up data to drive organizational optimization
• Manage resource distribution, ensuring talent is aligned correctly to the needs of the business, balanced appropriately across leaders and that the hiring/staffing strategy supports optimization targets for both client satisfaction and costs.
• Create and manage performance dashboards for the department in partnership with Business Operations/CRM teams
• Influences creation and necessary evolution of team job descriptions
• Maintains a prioritized list of roadmap support items in partnership with our technology teams
• Creates and maintains a team learning and development plan that addresses training opportunities for a collective unit alongside individualized coaching plans
• Stay on top of trends in support practices, technology automation and/or industry specific technology enhancements
• Work with different departments to identify patterns and opportunities to improve execution within Support Development
• Course correct behavior when issues are unveiled. If this leads to needing to set up a Performance Improvement Plan, working through closely with leadership, HR and the team member to get behavior corrected.
• Support career pathing for direct reports to ensure they are set up for success and understanding of professional growth opportunities.

• College degree or equivalent education experience required
• 1-2 years of previous strategic, high-level management experience or relevant job examples demonstrating similar competencies
• Strong root cause analysis capabilities
• High level of competency with technology platforms and software systems
• Leadership and mentoring skills for career development of the team
• Strong communication skills to effectively work with cross functional stakeholders and clients
• Experience with Salesforce and Slack
• Critical thinking to analyze trends, maintain strong work flows and big picture thinking to make structural and systemic changes
• Expert knowledge of HTML, CSS, JS, PHP
• Understanding of WordPress and experience building Wordpress themes
• Strong knowledge and experience with Git
• Expertise in with front-end frameworks like Bootstrap, Bourbon, or Foundation
• Expertise in building and testing responsive sites
• Must be organized, detail-oriented, and able to juggle multiple projects with varying timelines and requirements
• Fast learner and interested in new technologies
• The ability to remain cool under pressure. Seeks to find the solution regardless of what it takes
• Financial acumen to manage a budget & resourcing needs
• Experience with change leadership