Product Support Manager

Responsibilities

• Provide expert guidance on operational processes and procedures for the CVS product line.
• Act as a product consultant and escalation point for operational support issues.
• Partner with Sales and Field Operations to manage customer expectations and deliver seamless support.
• Ensure compliance with established policies, workflows, and reporting standards.
• Support customer implementations and internal startups through documentation, training, and operational expertise.
• Develop and deliver operational training for CVS Operations and Field Support teams.
• Share best practices through documentation, training materials, and knowledge transfer across internal teams and customers.
• Create and maintain operational procedures and support documentation to drive consistency and effectiveness.
• Develop, refine, and monitor KPIs and quality assurance measures to evaluate operational performance.
• Analyze performance and quality data to identify trends, risks, and opportunities for improvement.
• Implement corrective actions that improve quality, reduce costs, and enhance customer satisfaction.
• Lead process improvement initiatives focused on reducing costs, improving cycle times, increasing profitability, and enhancing customer experiences.
• Manage projects from initiation through implementation, ensuring alignment with business objectives and timely delivery.
• Collaborate cross-functionally to identify operational efficiencies and drive continuous improvement efforts.
• Serve as a key liaison between Sales, Field Support, Operations, and other cross-functional partners.
• Build strong relationships across the organization to support product objectives and operational success.
• Communicate effectively with stakeholders at all levels to ensure alignment and execution of strategic initiatives.

Requirements

• High School Diploma or GED.
• Minimum of 3 years of project management experience.
• Minimum of 2 years of experience using Microsoft Office applications, including Word, Excel, PowerPoint, and Project.
• Bachelor's degree in Business, Engineering, or a related field (preferred).
• Experience in vault operations and a strong understanding of the armored transportation industry (preferred).
• Demonstrated leadership experience in operations, product support, or customer support environments (preferred).
• Knowledge of process improvement methodologies such as Lean and Six Sigma (preferred).
• Strong analytical, organizational, and problem-solving skills (preferred).
• Ability to work independently and manage multiple priorities in a fast-paced environment (preferred).
• Proven track record of maintaining operational standards, integrity, and accountability (preferred).
• Strong communication and stakeholder management skills (preferred).