Product Support Manager

3 weeks ago

Charlotte, United States Experis Full time

24 month contract
Hybrid (3 days in office, 2 days remote)
Location: Charlotte (no relocation for now)
Pay: 80/hr on W2

Job Overview:
We are seeking an experienced Product Support Manager with expertise in Loan IQ and ServiceNow dashboards and reporting. The ideal candidate will handle escalations, work directly with leadership, and provide effective communication across teams. This role requires someone who can manage complex issues, collaborate with multiple stakeholders, and ensure the smooth operation of our product support processes.
Key Responsibilities:

  • Loan IQ Product Support: Serve as the primary support manager for Loan IQ, addressing and resolving issues related to the platform's performance, functionality, and user experience.
  • ServiceNow Dashboards & Reporting: Utilize ServiceNow for creating and managing dashboards, generating reports, and providing insights on product performance and support metrics.
  • Handle Escalations: Manage and resolve escalated technical issues promptly, ensuring minimal impact on operations and a high level of client satisfaction.
  • Leadership Communication: Collaborate with leadership teams to report on key performance indicators (KPIs), status updates, and resolutions. Provide clear, concise updates and recommendations for improvements.
  • Cross-functional Collaboration: Work with various internal teams (IT, product development) to identify issues, improve processes, and enhance product support services.


Qualifications:(please apply if you have all this experience)
  • Experience: 5+ years of experience in product support management, specifically with Loan IQ and experience with dashboards and reporting in ServiceNow
  • Technical Skills: Expertise in Loan IQ support, ServiceNow dashboards, and reporting. Strong problem-solving and analytical abilities.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively handle escalations and communicate with leadership teams.
  • Leadership Abilities: Strong organizational skills, with experience managing cross-functional teams and handling high-pressure situations.
  • Customer-focused: A strong commitment to delivering exceptional customer service and resolving issues efficiently.

About ManpowerGroup, Parent Company of:Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis, Talent Solutions, and Jefferson Wells - creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.

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