Program Manager - Richmond Hill, Canada - Emerson

Emerson

Verified Company

Richmond Hill, Canada

6 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

If you are an eCommerce professional seeking an opportunity for growth, Emerson has an exciting position available.

This role will be based in the US time zone and can be located at any of our offices in the US and Canada.

As a Program Manager for eCommerce, is responsible for overseeing the support incident management process, including receiving, recording, and tracking incidents.

They ensure that all incidents are logged, categorized, and prioritized according to their severity, leading discussions around root cause analysis and resolution options.

AS A PROGRAM MANAGER - TOOLS AND COMMERCE, YOU WILL;

Aligning resources: The Support Manager ensures appropriate skill sets are available to resolve incidents based on priority and SLAs, working with leadership to rightsize the technical support team as needed.
Monitoring incident progress: The Support Manager monitors the progress of support incidents, ensuring that they are being resolved within the expected timeframe and that the customer is being kept up to date on the status of the incident.
Escalating incidents: The Support Manager escalates incidents as necessary, ensuring that they are addressed by the appropriate level of support. This includes escalating incidents to senior management or other departments if required.
Reporting and analysis: The Support Manager is responsible for analyzing incident data and preparing reports on incident trends and patterns. This information is used to identify areas for improvement in the support process.
Process improvement: The Support Manager works closely with the support team to identify opportunities for process improvement, such as implementing new tools or streamlining workflows, to improve incident resolution times and increase customer satisfaction.
Communication: The Support Manager ensures that all parties involved in the incident resolution process are kept informed and updated on the status of incidents, including customers, support agents, and other stakeholders.

WHO YOU ARE:

Leadership skills: The Support Manager must be able to lead a team of support agents, motivating them to provide excellent support and resolving conflicts when necessary.
Customer service orientation: A Support Manager must be customerfocused and committed to providing excellent service to customers.
Time management: A Support Manager must be able to manage multiple incidents simultaneously and prioritize them according to their severity.
Adaptability: Support incidents can arise at any time, and a Support Manager must be able to adapt to changing circumstances and respond quickly to new incidents.
Problemsolving skills: Support incidents can be complex and challenging, and a Support Incident Manager must be able to think critically and develop effective solutions to problems.
Communication skills: A Support Manager must have excellent communication skills, both verbal and written, to effectively manage incidents and communicate with customers, support agents, and other stakeholders

REQUIRED EDUCATION, EXPERIENCE & SKILLS:

Bachelor's degree in Computer Engineering, Computer Science or a related engineering degree AND 8 or more years of Full stack development experience OR a master's degree in Computer Engineering, Computer Science or related engineering degree AND 5 or more years of full stack development experience
At least 5 to 7 years of experience in technical support, preferably in a leadership or managerial role.
Strong knowledge of the products or services being supported, as well as the technical infrastructure and systems used to support them.
Excellent communication and interpersonal skills, with the ability to communicate complex technical information to both technical and nontechnical stakeholders.
Strong leadership and team management skills, with the ability to motivate and lead a team of support agents and technical experts.
Strong problemsolving and analytical skills, with the ability to quickly identify and resolve complex technical issues.
Strong organizational and time management skills, with the ability to manage multiple incidents simultaneously and prioritize them based on their urgency and impact.
Customerfocused mindset, with a commitment to providing excellent service and support to customers.
Strong attention to detail, with the ability to accurately document incidents and track their progress through to resolution.
Ability to work under pressure and in a fastpaced environment, with a flexible and adaptable approach to problemsolving.

PREFERRED EDUCATION, EXPERIENCE & SKILLS: