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# Hapi - Manager, Signature Support

- **Company:** First Physical Therapy LLC
- **Location:** Lady Lake, FL, United States
- **Experience:** Expert
- **Salary:** $24,000.0
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Amazon Elastic Compute Cloud, Database Queries, JSON, Oracle Databases, Salesforce.Com, Computer Network Operations, Postman, AWS Lambda, Backend, Front End Software Development, Cloudwatch, Restful APIs
- **Published:** September 5, 2026
- **Apply:** https://www.careerjet.com/jobad/use4b38e065f68cefdb968c30df9365ccc

## About the Role

* At least 5 years' experience leading a team of technology contributors, preferably with Support/Help Desk experience.
 * At least 5 years' experience implementing and/or supporting Opera PMS Solutions.
 * Experience implementing and supporting OXI and OWS interface.
 * Professional communication skills.

Knowledge, Skills, and Abilities

 * Expert level front-end knowledge of the OPERA PMS, and advanced-level knowledge of OPERA backend and architecture.
 * Intermediate experience with Oracle database and the ability to execute SQL statements.
 * Intermediate understanding of network operations.
 * Familiarity with RESTful APIs, JSON documents, and tools like Postman.
 * Familiarity with AWS, including EC2, Lambdas, and CloudWatch.
 * Familiarity with Salesforce Service Cloud, preferred.

## Description

* Assisting in hiring, onboarding, training, and managing a team of 4-7 PMS experts to provide round the clock dedicated PMS support in a "follow-the-sun" model.
 * Closely partner with the client's internal teams to determine their requirements and priorities, collaborate on the execution of projects and support initiatives.
 * Partner with internal teams to ensure we're efficiently leveraging our tools for Support, like case-management, telephone, and knowledge-base systems.
 * Collaborate with support leadership to maintain detailed statistics for the Signature Support team.
 * Define and execute strategies to proactively identify and resolve potential issues.
 * Work at least 1 support shift per week or as required to maintain 24/7 coverage, inclusive of all activities required to support IHG's Loyalty program.
 * Engage routinely with the Client in effort to provide industry leading support and engagement.
 * Liaise with support leadership in advocacy for the clients.
 * Provide ongoing coaching to the Signature Support Engineers to ensure our continued exemplification of expedience, proactivity, patience, expertise, and care for the clients.
 * The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.


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