Senior Manager, Product Support

POSITION SUMMARY The Senior Manager of Product Support will lead the Product Support team, focused on driving excellence in the resolution of complex product-related issues and shaping the future of the product support function. The role will be responsible for ensuring the highest levels of technical support for our customers, optimizing support operations, and collaborating with product and engineering teams to drive product improvements. The Senior Manager will be pivotal in setting the strategic direction for product support while fostering a high-performance culture dedicated to customer success and technical excellence. CORE FUNCTIONS Strategic Leadership & Team Development : Lead, mentor, and empower a high-performing product support team, ensuring the team is aligned with the organization’s broader goals and equipped to resolve complex product issues effectively. Provide strategic oversight for the team’s professional development, driving initiatives to continuously upskill and grow the talent pool. Establish a culture of innovation, accountability, and customer-centricity while driving team performance through regular reviews, coaching, and leadership. Visionary Product Support Strategy : Develop and execute long-term strategies for product support that not only address current customer needs but anticipate future challenges and opportunities in product usability and support delivery. Drive a shift toward proactive support, identifying and resolving potential issues before they impact customers and enhancing overall customer satisfaction. Ensure seamless execution of support processes, balancing efficiency with high-quality technical support tailored to customer needs. Operational Excellence & Continuous Improvement : Establish and track key performance indicators (KPIs) to measure the success of product support efforts and identify areas for continuous improvement. Oversee the implementation of best practices and processes to optimize product support efficiency, reduce escalations, and shorten resolution times. Leverage technology and automation where applicable to streamline workflows, improve support experience, and enhance scalability. Cross-Functional Collaboration & Product Advocacy : Partner closely with Product, Engineering, and Quality Assurance teams to address systemic product issues, provide actionable feedback, and advocate for product improvements based on customer insights. Lead cross-functional initiatives to ensure product quality and reliability are continuously enhanced, integrating customer feedback into the product development lifecycle. Influence the product roadmap by leveraging data and customer insights to prioritize feature improvements and bug fixes that will most impact the customer experience. Executive-Level Reporting & Strategic Insights : Prepare and deliver high-level reports to senior leadership, summarizing product support performance, emerging trends, and strategic initiatives. Provide actionable insights based on data analysis of customer issues, support case trends, and feedback to inform strategic decision-making and operational improvements. Use customer and product feedback to create long-term strategies that enhance the overall product experience and drive customer retention. Customer-Centric Culture & Thought Leadership : Champion a customer-first mindset across the product support team, promoting a deep understanding of the customer journey and their needs throughout the support process. Serve as a thought leader and escalation point for complex product issues, ensuring timely and effective resolutions while maintaining a high level of technical expertise and customer empathy. Drive improvements in customer support tools, knowledge management, and training materials to ensure the team has the resources to succeed in delivering exceptional product support. MINIMUM QUALIFICATIONS & REQUIREMENTS Education and Experience Bachelor’s degree in business administration, computer science, engineering or related field required. Master’s degree preferred. 9+ years of experience in customer service support, with at least 5 years in a management or leadership role required. Required Licenses State Driver’s License. Skills, Abilities, and Knowledge Proven experience leading and scaling customer support teams in high-growth environments. Strong technical acumen and deep understanding of product support tools, technologies, and methodologies. Exceptional leadership skills with the ability to inspire, coach, and develop talent. Extensive experience in developing and executing product support strategies that drive long-term success. Outstanding problem-solving abilities, with a track record of resolving complex, high-impact product issues. Strong in data analysis and using metrics to drive decision-making and process improvements. Excellent communication and interpersonal skills, with the ability to influence senior stakeholders and cross-functional teams. Ability to make sound and thoughtful decisions. Ability to identify areas of opportunity for improvement and execute changes effectively. Ability to think forward; see the question or issue before the customer presents it. Ability to understand all functions of the product support team. Knowledge of database software, internet software, and Microsoft Office Products, including Excel, Word, PowerPoint, and Outlook. Ability to read and comprehend I-sheets, product instructions, short correspondence, and memos. Travel Occasional travel may be required; approximately 20% travel. COMPETENCIES Adaptability – Adapts to changes in the work environment; Manages competing priorities and demands; Changes approach, processes, or methods to best fit any situation; Ability to manage change effectively and positively; Ability to course correct if experiencing delays, or unexpected events. Analytical – Collects and reviews warranty data; Synthesizes complex or diverse information; Collects and research data; Uses intuition and experience to complement data; Designs workflows and procedures. Cost Consciousness – Works within approved budget; Develops and implements cost saving measure and opportunities; Contributes to profits and revenue; Conserves organizational resources. Judgement – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and substantiates reasoning or cause for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals. Inspires team to achieve success for individual growth and to achieve company objectives. Verbal Communication – Speaks clearly and effectively in both positive or negative situations; Listens thoughtfully and seeks to understand; Responds well to questions, or suggestions; Possess and demonstrates effective group presentation skills; Participates in meetings with both product support team and cross functional team to include leadership. Organizational Support – Follows policies and procedures; Completes objectives, and tasks correctly and on time; Supports organization’s goals and values; Supports affirmative actions, team inclusivity and respects diversity. Quality Management – Seeks opportunities to improve quality of product support processes, and procedures; Communicates product issue trends for root cause and corrective action with quality team; Strives to demonstrate accuracy and thoroughness and thoughtfulness through all areas of quality. Problem Solving – Identifies, tracks, and attempts to resolves product issues or team processes or policies in a timely manner; Collects and analyzes information skillfully; Develops and communicates alternative solutions; Works well in individual and group problem solving settings and situations; Uses practicality and proper reasoning when dealing with emotional or adverse topics. Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan. Teamwork –Balances team and individual responsibilities; Exhibits objectivity and openness to other views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed. SUPERVISOR RESPONSIBILITIES Manager+: Plans, organizes, evaluates, and directs the employees within the department function. Has direct reports. PHYSICAL REQUIREMENTS This role is subject to sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally, and all other sedentary criteria are met. Visual Acuity The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes. Working Conditions This position operates in an office environment. This role routinely uses standard office equipment. Perks That Go the Extra Mile : At RealTruck, we take care of our people—because they drive our success. Enjoy great benefits like medical, dental, and vision coverage, company-paid life insurance and disability, and a 401(k) with company match (eligible the first of the month after you start). Need balance? We’ve got wellbeing days and parental leave. Want to grow? Take advantage of educational reimbursement. Plus, earn referral bonuses and score exclusive employee discounts on RealTruck products. Great benefits. Great people. Even better careers. RealTruck is the premier manufacturer and digital destination of accessories for truck, Jeep®, Bronco® and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, RealTruck’s 6,000+ associates operate from 35+ facilities across four continents. RealTruck’s industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 1,000 patents and pending applications. The company’s omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.