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Associate Director - Product Support
Blanket TechnologiesBangalore30+ days ago
Job descriptionDevelop and execute a comprehensive support strategy that enhances customer experience and aligns with business objectives. Lead and manage multiple support teams, ensuring high performance and continuous improvement. Collaborate effectively with stakeholders to resolve issues and deliver services efficiently. Ensure seamless communication and resolution between internal and external stakeholders. Establish and monitor key performance metrics to evaluate service effectiveness, efficiency, and areas for improvement. Provide product feedback based on a deep understanding of customer requirements, driving product enhancements. Identify and act on opportunities for process improvements, knowledge base management, and self-service tools. Contribute actively in business review meetings, team governance meetings, and reporting. Manage support budgets and optimize resource allocation to meet both business objectives and customer demands. Foster a culture of customer-centricity and continuous improvement, focusing on delivering high-quality support experiences.
Position : Associate Director / Director - Product Support (B2B SaaS Healthcare)
Location : Bangalore
Job Type : Hybrid
Job Type : Permanent
Key Requirements :
- Education : Bachelor's or Masters degree in business, engineering, or a related field.
- Experience : 13+ years in Product Support (L1 & L2), with at least 3 years in leadership roles.
- Proven experience in managing multiple customers, products, and teams simultaneously.
- Strong problem-solving, analytical, and decision-making abilities with a customer-first approach.
- Ability to thrive in a fast-paced environment and complex support operations.
- Exceptional communication and stakeholder management skills.
- A passion for delivering outstanding customer experiences with a deep understanding of customer needs and expectations.
Job Responsibilities :
(ref : hirist.tech)
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Associate Director • Bangalore
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