Part of the Mars Petcare family of businesses, Mars Veterinary Health is a purpose-driven team of 70,000 passionate, pet-loving Associates spanning preventive, general, specialty, and emergency veterinary care. We set a standard for high-quality care delivered through millions of pet visits each year across 3,000 veterinary clinics worldwide. Together, we are dedicated to harnessing our combined knowledge, talent, and resources to lead the veterinary profession in making A Better World For Pets ...
Summary
Part of the Mars Petcare family of businesses, Mars Veterinary Health is a purpose-driven team of 70,000 passionate, pet-loving Associates spanning preventive, general, specialty, and emergency veterinary care. We set a standard for high-quality care delivered through millions of pet visits each year across 3,000 veterinary clinics worldwide. Together, we are dedicated to harnessing our combined knowledge, talent, and resources to lead the veterinary profession in making A Better World For Pets – and the people who care for them.
Overview/Purpose:
The Senior Manager of Product Support is a pivotal role within our organization, tasked with leading our product support team to deliver exceptional service and support for our suite of products. This role involves strategic oversight of the product support operations, ensuring the team not only meets but exceeds customer expectations in solving technical problems, providing product information, and enhancing overall customer satisfaction. The ideal candidate will have a deep understanding of customer service excellence, technical support operations, and the ability to drive continuous improvement within a fast-paced environment.
Key Responsibilities:
Strategic Leadership and Vision:
Team Management and Development:
Hire, train, and lead a team of product support specialists, ensuring they have the necessary knowledge and skills.
Customer Relationship Management:
Cross-Functional Collaboration:
Work closely with product management, engineering, sales, and marketing teams to ensure a cohesive customer experience across all touchpoints.
Process Improvement and Innovation:
Continuously evaluate and improve support processes, policies, and tools to increase efficiency, reduce response times, and improve customer satisfaction.
Champion the adoption of advanced support technologies (e.g., CRM systems, knowledge bases, chatbots) to enhance service delivery.
Budget and Resource Management:
Knowledge Base Management:
Oversee the creation and maintenance of customer-facing documentation, such as FAQs, manuals, and guides.
Qualifications:
Required: Bachelor’s degree in a relevant field; a Master’s degree is preferred.
6 to 8 years of experience in customer support, including experience in a leadership role.
Strong understanding of product support processes and best practices.
Excellent leadership skills with an ability to motivate and drive a high-performance team.
Deep understanding of support technologies and best practices.
Experience in managing budgets and understanding of financial principles related to support operations.
Proficiency in using customer service software and tools.
Exceptional communication and interpersonal skills.
Ability to analyze complex data and identify trends that drive strategic decisions.
Comfortable working in a fast-paced and dynamic environment.
Customer-centric mindset, with a high level of integrity and a track record for improving customer satisfaction.
Salary: $151,000 - $209,000
Context/Scope:
The Senior Manager of Product Support occupies a critical leadership position within an organization, overseeing the entirety of the product support department. This role is pivotal in ensuring that customers receive timely, effective, and empathetic support for a range of products, spanning from consumer goods to sophisticated software or hardware solutions. The scope of this position encompasses strategic planning, team leadership, process optimization, and cross-functional collaboration, all aimed at enhancing the customer support experience. The Senior Manager of Product Support is not only responsible for managing and improving day-to-day support operations but also plays a significant role in shaping the product's evolution by channeling customer feedback back to the product development teams. In this context, the role requires a balance of technical acumen, leadership skills, and a deep understanding of customer service excellence. Operating in a dynamic and often fast-paced environment, the Senior Manager must be adept at managing complex customer and internal stakeholder relationships, fostering a culture of continuous improvement within their team, and leveraging the latest technologies and methodologies to drive support efficiency and effectiveness. This position is crucial for maintaininghigh levels of customer satisfaction and loyalty, directly impacting the company's reputation and bottom line.
What We Offer – The Good Stuff:
Competitive salary with paid time off & holidays so you can spend time with the people you love.
Medical, dental, and vision insurance for you and your loved ones.
Fertility and family-building assistance.
Paid Parental leave.
Practice Paid Basic Life Insurance.
Practice Paid Short- and Long-Term Disability.
Competitive referral program – join our team, bring your friends, and get paid.
Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match
Commuter Benefits.
Legal Plan.
Health Savings Account & Flexible Spending Account.
Mental health support and resources.
Paid Volunteering.
Optimum Wellness Plans® for up to three pets.
Continuing Education allowance & MED hours for eligible positions.
Student Debt Relief (for full-time DVMs).
A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.
WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.
Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.