Job Description - Program Manager III in Austin
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Program Manager III

Ref: US_EN_6_971650_1343781

Posted on 11 July 2020
Job Location
Austin, Texas
Contract Type
Contractor
Category
Management

Adecco Group is currently assisting a local client, the World’s Largest Search Engine, in their search to find a Support Lead/Technical Solutions Engineer. This is part of an exciting fast-growing project within the Search Engine. This is a temporary assignment slated for 12 months and will sit in Austin, TX.

***This is not a remote role and requires the candidate to be on-site.

Title: Support Lead

As a Support Lead, you will be responsible for a small (3-7) team of US based Support Product Specialists. In this role you will work closely with the Reps and the Product team to ensure that:

The Support Reps are given the coaching and supervision needed to succeed.

The needs of the restaurants are being met in a timely manner

Reoccurring Support issues are flagged to the Product team.

You should be comfortable in a fast-paced environment, love solving problems, be able to thrive in an early stage environment and be passionate about the restaurant space.

Job Responsibilities:

  • Oversee US based Support team and drive continuous improvement to the processes and tools. (There are our Tier 2 and 3 tech so this will be our more technical solutions engineers.)
  • Analyze performance data and proactively provide strategic insights and highlight opportunity areas for improvement.
  • Work with Enterprise clients to ensure that they receive quick and timely fixes to their issues.
  • Champion product improvement efforts via analysis of recurring Support tickets
  • Manage complex technical issues, troubleshooting, and provide regular updates on issues to key support, sales, PM constituents.
  • Utilize dashboards to monitor business and operational impact of new policies and products

Skill/Experience/Education

Mandatory

  • Degree from a 4-year college or university
  • 3+ years managing a Technical Support team
  • Excellent communication skills, both verbal and written
  • Ability to solve problems creatively and effectively in a fast-paced environment
  • Ability to work within a multi-functional team, uniting disparate groups across engineering, product management, and sales in support of a common goal
  • Strong time management and multitasking skills
  • Experience with SalesForce
  • Experience with Excel, Google Sheets, and Presentations/Data

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

The Company will consider for employment qualified applicants with arrest and conviction records

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please

The Company will consider qualified applicants with arrest and conviction records

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