Manager, Product Support

1 month ago

Other US Location Amadeus Full time


Job Title



Manager, Product Support

The Product Support Customer Retention function is focused on providing Amadeus Hospitality iHotelier Central Reservation System clients high quality service within the engineering and technology community.

This is Hybrid role

Summary of the role:

Lead a team of employees and contractors responsible for providing technical engineering expertise and root cause analysis on the most complex product or technology issues and integrations

In this role you'll:

Common accountabilities:

  • Accountable for the budget, performance and results of a medium-sized team or multiple teams of employees. Influences the resource, budget and policy planning and sets concrete development plans for the team members.​
  • Has a mid/long-term vision of the activity and the business, influences the department's strategy based on a broad understanding of the environment. Exposed to complex decision making. ​
  • Works with a high level of autonomy, based on management directions, escalating issues only when necessary.

Specific team accountabilities:

  • Managing product support tickets escalated to L3 in Engineering & Technology (primarily for lower severity, 3 and 4)
  • Managing escalation requests above and beyond standard support
  • Continuous improvement of the L3 support function and its interactions with other teams and functions
  • Legacy functions as applicable (e.g. request fulfillment)

Specific leader accountabilities:

  • Team resource management according to demand and budget as well as team development
  • Representation of the function to other departmental leaders and senior leaders, including tactical escalations
  • Operational procedures and contributions to support processes and operating models
  • Continuous improvement of performance/productivity and efficiency, including with other support, engineering, and product leaders
  • Trending, reporting, and escalation of such to relevant stakeholders representing the outcomes and needs of the support function

About the ideal candidate:

  • 5 years' experience leading diverse team members; 3 years managing direct reports
  • 5 years' experience working in a Technology department
  • 5 years' experience in support functions
  • Experience with process ownership and continuous improvement, including metrics and reporting
  • Experience with ITIL Service Management or similar best practices
  • Experience with software engineering and software delivery life cycle principles
  • Experience in hospitality and/or travel/tourism industry
  • Significant Microsoft Office skills including Outlook, Excel, Powerpoint
  • Significant collaboration tooling skills such as Sharepoint, Confluence
  • Experience with ticketing systems such as ServiceNow, Rally, Jira
  • Fluent in English; influential and engaging communication skills with various team members and levels of leadership
  • Collaborative and constructive attitude, critical thinking skills and effective time management

What we can offer you:

  • Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
  • Work from anywhere: onsite or hybrid.
  • Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
  • Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Application process:

The application process takes no longer than 10 minutes
Create your candidate profile, upload your Resume/CV and apply today

Working at Amadeus, you will find

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

Amadeus endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

  • Product Support Representative

    1 month ago

    Other US Location Hitachi Full time

    Job Title:Product Support RepresentativeCompany Name:Dom-Ex LLCJob Category:Sales, Marketing & Product ManagementJob Schedule:Full timeLocation:Hibbing, Minnesota, United StatesRemote:NoJob Description:POSITION SUMMARY:The Product Support Representative plays a crucial role as the main point of contact for customers of H-E Parts Dom-Ex. In this position, the...

  • Product Manager

    2 months ago

    Other US Location Continental Full time

    Company DescriptionContinental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent, and affordable solutions for vehicles, machines, traffic, and transportation. In 2023, Continental generated sales of €41.4 billion and...

  • Product Enablement Manager

    4 weeks ago

    Other US Location Iron Mountain Full time

    At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.We provide expert, sustainable...

  • Product Manager

    4 weeks ago

    Other US Location Kion Group AG Full time

    Exciting Opportunity at KION North AmericaKION North America, a leading provider of material handling solutions, is seeking a highly experienced Class 2 and Class 3 Product Manager to enhance our product portfolio and drive innovation. Join our dynamic team and play a vital role in delivering high-quality material handling solutions for our customers. What...

  • Product Marketing Manager

    1 month ago

    Other US Location Nu Skin Enterprises Full time

    Company:MavelyPosition Summary The Product Marketing Manager is responsible for positioning Mavely product offerings to our current and prospective users, industry leaders and partners, and media. As a high-growth product-led company, Mavely seeks an experienced product marketing professional who will lead the go-to-market (GTM) strategy for new features,...

  • Senior Product Manager

    4 weeks ago

    Other US Location Cboe Global Markets Full time

    Job DescriptionCboe's Risk & Market Analytics team is seeking an exceptional Technical EMS/OMS Product Manager to join our dynamic team. You'll play a pivotal role in shaping the future of the OEMS space with Silexx, our cutting-edge multi-asset, multi-broker platform solution.Location: Chicago (flex hybrid)Responsibilities:Collaborate with engineers to...

  • Product Support Specialist

    4 weeks ago

    Other US Location HD Supply Full time

    Job SummaryResponsible for answering internal/external customer phone calls and e-mails related to product installation, troubleshooting, repair, recommendation, specifications and warranty procedures. Analyze product problems, research product information, and make appropriate recommendations for resolution. Major Tasks, Responsibilities, and Key...

  • Senior Product Manager

    2 months ago

    Other US Location Cleo Full time

    Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry's most...

  • Sr. Product Manager

    1 month ago

    Other US Location Cloudera Full time

    Business Area: Product Mgmt.Seniority Level:Mid-Senior levelJob Description: At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open...

  • Manager, Product Owner

    1 month ago

    Other US Location Clario Full time

    Clario is a 50+ year old company that delivers industry leading clinical trial endpoint technology solutions. The future of clinical trials is vibrant, with new technologies revolutionizing what's possible. From new trial modes to faster and integrated evidence and findings, our innovative clinical trial solutions mean we can unlock better evidence.The...

  • Channel Product Manager

    1 month ago

    Other US Location NetSmart Full time

    You're a Technology professional who enjoys taking the client's vision and designing a solution to fit their needs. Your knowledge of EMR Solutions and your capabilities to answer client questions about how our platform solutions will perform will allow you to excel.Consider this your opportunity to drive groundbreaking enhancements as you turbocharge...

  • Senior Product Manager

    3 weeks ago

    Other US Location SquarePeg Hires Full time

    Senior Product Manager, Paychex, Inc., Rochester, NY February 2014 – January 2020 Directed management of all insurance-related products including health insurance, FSA, COBRA, benefit administration, ACA, P&C and related products totaling $260M+ annual revenue Grew revenue to $45M/year over 2 years by leading development, launch and distribution of ACA...

  • Manager, Global Product Marketing

    4 weeks ago

    Other US Location Ticketmaster Full time

    Job Summary:MANAGER, GLOBAL PRODUCT MARKETINGLocation: New York, Boston, Chicago, Philadelphia, Reston, Washington - preference to East Coast Division: Ticketmaster NALine Manager: Senior Director, Global Product Marketing – B2BContract Terms: Permanent, Full-Time, 40 hours per week, HybridTHE TEAMTicketmaster is the global market leader in live event...

  • Senior Product Manager

    2 months ago

    Other US Location Autodesk Full time

    Job Requisition ID #24WD79938Position OverviewAre you an experienced Senior Product Manager with deep technical skills and experience with tying workflows to customer success? Autodesk, the leader in 3D design, engineering, and entertainment software, is recruiting for a results oriented product manager in the Autodesk Internal Development Platform...

  • Assistant Manager, Product Marketing

    4 weeks ago

    Other US Location HarbourVest Partners Full time

    Job Description SummaryFor over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative...

  • Senior Technical Product Manager

    1 month ago

    Other US Location Frontline Education Full time

    Sr Technical Product Manager, Data & Analytics, PlatformFrontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We...

  • Senior Product Manager, Platform

    4 weeks ago

    Other US Location Blackbaud Full time

    Product Manager, Senior Blackbaud unleashes the potential of the people and organizations who change the world, and we're growing our team. As the leading software provider exclusively dedicated to powering social impact, expand what is possible across the nonprofit and education sectors, at companies committed to social responsibility, and for individual...

  • Sr. Principal Product Manager

    1 month ago

    Other US Location Forcepoint Full time

    Who is Forcepoint?Forcepoint simplifies security for global businesses and governments. Forcepoint's all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+...

  • Senior Product Marketing Manager

    1 month ago

    Other US Location CM Group Full time

    The Company:Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville,...

  • Senior Product Marketing Manager

    1 month ago

    Other US Location CM Group Full time

    The Company:Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville,...