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Product Support Manager, Health
Full-time
In gTech Users and Products (gUP), the Support Experience Partner Support Manager drives operational readiness and delivers an efficient, empathetic global customer support experience. Operating with a Digital-First, AI-native mindset, you execute flawless product and partner launches, manage critical consumer escalations, and optimise core support metrics.
Responsibilities
Own global support metric goals for assigned portfolios, driving Customer Satisfaction (CSAT), Resolution Rate, and Repeat Contact Rate.
Attain full operational support readiness for product launches, partner segments, account migrations, and feature deprecations.
Scale Help Center success and leverage automated workflows to reduce regrettable contact volumes.
Partner with engineering teams to pilot, deploy, and scale Generative Support Experience (GSE) capabilities and AI Agents.
Triage and resolve executive or critical escalations within SLAs, logging Process, Policy, Agent, and Tooling fixes.
Minimum qualifications
Bachelor's degree or equivalent practical experience.
2 years of experience in a project management or customer-facing role.
Preferred qualifications
Process Improvement certifications (e.g. Six Sigma).
3 years of experience in a technical project management or customer-facing role at a technology company.
Experience with database technologies (e.g. SQL, NoSQL) and hardware devices.
Ability to streamline complex processes and implement workflows that increase efficiency.
