Job Category: Information Technology

Regional Manager of ASG (BC)

Job Location: New Providence, NJ

New Providence, NJ


The Regional Manager of ASG is the leader of regional product-centric support team. The Regional Manager of ASG will lead the teams responsible for the lifecycle process associated with problem tickets and the delivery of specialized installation projects, working cross-organizationally and with the customer to ensure all company’s commitments and contractual deliverables are being delivered. The individual in this position will be responsible for development, enablement and run-time execution of strategies designed to ensure company is delivering a stellar customer experience while managing operational costs. Success in this role will show a significant reduction in the response & closure times of customer issues through the efficient use of resources and systems across geographic regions and product lines. This position reports to the Global Director, ASG and is responsible for either the Communications or Compliance product lines.


Responsibilities:

Tactical and operational leader responsible for the execution of problem management concerns, installation projects for a given product category. Ownership of full lifecycle problem management and delivery of specialized installation projects. Delight customers with timely and accurate technical support. Liaise with others to develop and optimize tech support tools and processes. Own and drive the operational performance of the team including response to ticket volumes, open case count & aging, RCA quality, first-pass yield, wait times and customer satisfaction metrics. Establish and grow a common culture for the team, emphasizing standardization of tools, process approach and promoting a customer-driven mindset and collaborative behaviors. Hire and retain technical specialists that exhibit a hyper-focus on client technical concerns and willingness to delight customers in their interactions. Maintain product knowledge repositories for internal and external use, facilitating rapid solutions to common problems and reduced training time for technical support and service teams. Participate in product/process quality improvement program reviews, focusing on solutions to the issues that drive operational efficiencies and minimize risks to customer’s operation.


Requirements:

High energy, motivated manager with prior experience in process optimization and ITIL based incident, change and problem management. Fintech industry experience with customer service/support experience strongly preferred. Strong technical foundation with demonstrable success transitioning from a hands-on to management role. Engineering degree or equivalent experience is required with experience managing a technical organization. Experience working with a wide array of individuals from end users to customer’s business executives. Experience with technologies, support of Cloud environments, PBX and Compliance technologies is a plus. Excellent organizational skills with strong written and verbal communication as well as negotiation skills. Business and analytical capabilities, including budget management, capacity – efficiency analysis, and metrics analysis. Flexibility and willingness to work non-standard hours on occasion to meet customer demand.


Please contact Philip Mogavero at pmogavero@clarkdavis.com

115k + 15% Bonus

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