Mgr-Cust Exper Tech Support

Lead and manage customer escalations, defect resolution, and ongoing support for Customer Experience (CE) technologies-including .com platforms and automation tools-to ensure smooth, efficient interactions for customers and internal teams. Serve as a key liaison between CE and IT, driving alignment, prioritization, and timely issue resolution while mentoring teams to deliver high-quality, customer-focused outcomes and continuously improve the support experience., * Lead teams supporting CE technologies-including .com platforms and automation tools-focusing on integration, defect resolution, and Level 2 (L2) escalation support.

• Manage customer escalations, ensuring timely resolution, clear communication, and strong customer satisfaction.
• Oversee L2 support processes, including triage, root cause analysis, and resolution of complex, customer-impacting issues.
• Provide deep technical engagement, actively contributing to business requirements, and supporting application testing and validation efforts.
• Partner with business and IT stakeholders to align systems with customer journeys, operational needs, manage system dependencies and ensure seamless solution delivery.
• Support migration and transformation initiatives, ensuring continuity and scalability of CE platforms.
• Ensure system availability, performance, and reliability to minimize customer disruption.
• Direct incident management and communications, including proactive updates on outages and service interruptions.
• Drive continuous improvement through process optimization and automation to enhance efficiency and scalability.
• Manage vendor relationships, ensuring performance, SLA adherence, and alignment with business goals.
• Collaborate with vendors and internal teams to improve service delivery and support operational scaling.
• Lead and develop teams, fostering accountability, continuous improvement, and a customer-focused culture.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned.

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

• Bachelor's degree in Information Technology, Business Administration or a related field.
• Five (5) years of experience in program management, technology implementation, contact center operations, customer experience, or technical support.
• Experience with contact center technologies, including voice, web support, and customer interaction platforms.
• Strong background in training, knowledge transfer, and development of documentation (e.g., SOPs, training materials).
• Proven ability to influence and collaborate with cross-functional stakeholders, including business, IT, and leadership teams.
• Excellent verbal and written communication skills, with the ability to simplify complex technical concepts.
• Demonstrated leadership experience, including mentoring, coaching, and driving team performance.
• Hands-on experience managing escalations, troubleshooting complex issues, and resolving defects in customer-facing environments.
• Strong analytical and problem-solving skills, with a focus on root cause analysis and continuous improvement.
• Ability to thrive in a fast-paced environment while managing multiple priorities effectively.