Technical Team Lead

The Manager, Technical Services role is organizationally part of Content & Creators and responsible for managing the C&C Technical Services team comprised of individuals that interact with our internal teams and customers daily to resolve technical requests and issues and provide implementation services for our C&C products. The Manager, Technical Services role will have HR line management responsibility for a small team of direct reports and be responsible for coaching, mentoring, and ensuring the operational compliance of their team, and will report to the Senior Manager of the C&C Technical Services team. Your regular working hours will be from 10:00 AM to 7:00 PM, Monday through Friday. 

What You Will Do

• Manage deliverables and timelines for varying technical projects/ tasks in a fast-paced environment.
• Provide guidance and support to technical services engineers, acting as a coach to assist with project portfolios, deliveries, technical questions, and challenges.
• Provide technical consulting and guidance for Bazaarvoice C&C products and services to internal teams and clients.
• Manage client escalations, ensuring timely and effective resolution while maintaining strong client relationships.
• Identify opportunities for improvement in team performance and workflows. Develop and implement processes to measure performance, streamline operations, enhance productivity, and ensure consistency.
• Collaborate with other departments and stakeholders, ensuring alignment with broader business objectives and facilitating cross-functional teamwork. Work closely with Product and Engineering teams to resolve bugs and provide technical input for feature development.
• Mentor and coach the team, fostering professional growth and ensuring high performance through ongoing development.

Who You Are

• Proven experience leading teams in a fast-paced environment.
• Project management skills with a track record of delivering complex projects on time and within scope.
• Client-facing experience, including managing client relationships, understanding client needs, and presenting technical solutions.
• Technical background with the ability to understand and contribute to technical discussions.
• Excellent communication and leadership skills, with the ability to mentor and develop team members.
• Problem-solving and decision-making abilities, particularly in high-pressure situations or when managing priorities.

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