Director of Product & Software Development

The Director of Product Development & Support provides strategic leadership for software development and support functions to ensure the delivery of high-quality products and exceptional customer experience. This role is responsible for managing the entire product lifecycle-from product planning and development through implementation, support, maintenance, and continuous improvement.

The ideal candidate is a collaborative technology leader who can balance innovation with operational excellence, driving product strategy while ensuring customer issues are resolved quickly and effectively.

Essential Responsibilities

Product Development

• Lead the software development team in designing, developing, testing, and releasing high-quality software products.
• Establish development priorities and product roadmaps aligned with business objectives.
• Collaborate with executive leadership, Sales, Operations, and clients to identify product enhancements and new features.
• Oversee Agile development processes, sprint planning, backlog management, and release schedules.
• Ensure software meets quality, security, and scalability standards.
• Drive continuous improvement initiatives to improve product performance and usability.
• Evaluate emerging technologies and recommend product innovations.

Product Support

• Lead the Product Support team to deliver exceptional customer service and timely issue resolution.
• Develop service level objectives (SLOs) and key performance indicators (KPIs) for customer support.
• Monitor customer issues, trends, and root causes to reduce recurring problems.
• Partner with Development to prioritize bug fixes and product improvements.
• Ensure proper escalation procedures and communication during critical customer issues.
• Oversee implementation of support documentation, knowledge base articles, and training materials.

Leadership

• Recruit, mentor, and develop high-performing Development and Support team members.
• Foster a collaborative, customer-focused culture across departments.
• Conduct performance evaluations, coaching, and career development planning.
• Manage departmental budgets and resource planning.
• Establish measurable goals and monitor team performance.

Cross-Functional Collaboration

• Partner with Product Management to prioritize feature requests.
• Work closely with Sales and Client Success to understand customer needs.
• Coordinate with Quality Assurance to maintain product quality standards.
• Support implementations by ensuring development and support teams are aligned with customer timelines.

Required

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or related field.
• 8+ years of progressive leadership experience in software development and technical support.
• 5+ years managing cross-functional technical teams.
• Experience leading Agile software development environments.
• Strong understanding of SaaS applications and cloud technologies.
• Experience with software release management and product lifecycle management.
• Excellent project management and organizational skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and leadership skills.

Preferred

• Master’s degree in Business Administration or Information Systems.
• Agile, Scrum Master, or PMP certification.
• Experience in workforce management, payroll, HRIS, or enterprise software solutions.
• Experience managing distributed development teams.

Physical Requirements

• Prolonged periods working at a computer.
• Ability to attend meetings and travel occasionally to customer sites or company events.

Pulled from the full job description 401(k) Health insurance Paid time off Vision insurance Dental insurance, Comprehensive benefits package includes health, dental, vision, 401(k), paid time off, and growth within VCS HR.

VCS HR is an equal opportunity employer that does not discriminate on the basis of race, national origin, gender identity, sexual orientation, protected veteran status, disability, age or other legally protected status.

Pay: $140,000.00 - $170,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Vision insurance