Senior Manager, Customer Insights

Job Summary

A company is looking for a Sr. Manager, Customer Insights & Readiness (Support).

Key Responsibilities

• Manage and mentor a team of Support Product Leads, fostering their development and effective communication of customer insights
• Develop and implement systems for gathering and analyzing customer feedback to drive product improvements
• Introduce a framework for operational excellence, ensuring readiness and access to product knowledge for Support teams

Required Qualifications

• 3+ years of experience in a customer support leadership role with a focus on data analysis and insights generation
• Proven experience with operational rigor and project management methodologies
• Expert-level understanding of customer support operations and tools like Zendesk
• Proficiency in data manipulation and visualization tools such as Tableau
• Experience with Voice of Customer (VOC) methodologies