Sr Manager, Software Technical Support

***This position is Remote***

Job Summary

This position is responsible for managing TSMs' activities, oversee TSM growth and development, and coordinate with functional leaders and process owners to ensure all systems are working properly, so timely and effective customer service expectations are met and/or exceeded at all times. Works toward and assist in the achievement of individual, team and department goals, objective and initiatives.

What you will do

• Develop and implement customer service policies and procedures
• Monitor customer interactions and ensure high-quality service is provided
• Analyze data and feedback to improve customer service performance
• Collaborate with other departments to enhance the overall customer experience
• Stay up-to-date with industry trends and incorporate best practices into customer service strategy
• Demand and resource planning based on volume trends (i.e., attrition, training, product changes, releases, press releases, et al.).
• Actively seek to improve the customer experience, ensuring high-quality customer service by participating in the escalation and quality control process monitoring and improvement.
• Coach and train Supervisors and Managers in department processes, career pathing, and mentor leadership skills needed to perform effectively in their positions
• Monitor department statistical reports and coach management team where necessary to ensure timely and best-in-class customer service.
• Coordinate with operations to facilitate the creation of project plans with proper scoping, estimates, and resourcing
• Mentor and ensure each supervisor's team is meeting department targets and goals.
• Handle high-level customer escalations with applicable individuals, groups, and departments.
• Work with the leadership team and operations to recommend process improvement and lead implementation of determined changes across all support teams to ensure an effortless and high-quality experience for customers and technicians.
• Participate in special projects and perform other duties and required

Qualifications

Must have:

• Minimum of 10 years of experience in customer service, with at least 3 years in a leadership role
• Proven track record of driving customer satisfaction, retention, and loyalty through effective customer service strategies
• Experience in managing customer service operations across multiple channels and geographies
• Strong leadership and people management skills, with a focus on coaching, mentoring, and developing staff
• Excellent communication, interpersonal, and problem-solving skills; effective with senior management and key stakeholders
• Ability to work in a fast-paced and dynamic environment and adapt to changing priorities and business needs
• Passion for delivering exceptional customer service and a customer-centric mindsetExcellent management and leadership skills and ability to attract, retain, motivate, develop, and mentor team members for high performance
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Outstanding presentation and public speaking skills
• Exceptional independent decision-making, analysis, and problem-solving skills
• Understand, interpret, and act on financial information that contributes to business profitability
• Ability to plan and manage complex and successful projects; understand available resources, develop timelines, budget, and assign areas of responsibility
• Lead teams to achieve company goals and solve complex business issues in creative and effective ways
• Outstanding planning and organizational skills and techniques
• Strong negotiating skills and ability to effectively manage internal and external relationships
• Ability to influence, build relationships, understand organizational complexities, manage conflict, and navigate politics
• Broad and wide range of professional and managerial skills with a complete understanding of industry practices and company policies and procedures
• Ability to lead and develop virtual teams
• Outstanding in multiple technical and business skills
• Travel is required as needed to perform onsite visits to customers and attend conferences
• Produce meaning dashboards and reports for business insights to guide strategic initiatives
• Ability to coach and guide others as they motivate, lead, and discipline personnel where applicable.
• The ability to professionally handle and resolve stressful situations will be required
• Ability to drive results while appropriately managing personnel

Nice to have:

• Bachelor's Degree in CS, business, marketing, or related field
• Knowledge of ITEL, SM, KCS, CXOne, WFM, QM, Salesforce workflows, Domo, and/or Agile methodologies are a plus
  
  The posted range for this position is 108,720.00 - $160,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a 15% bonus not reflected in the posted range.

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.