Associate Manager, Customer Solution Center - Technical

About the role

The Associate Manager, Customer Solution Center - Technical leads teams that deliver remote service, customer access, pre‑sales and post‑sales support for business systems and applications. The role oversees supervisors and skilled staff, ensuring projects are prioritized, goals are met, and continuous improvement is pursued.

Key responsibilities

• Manage daily activities of remote service, pre‑sales, post‑sales and service delivery teams addressing business system issues.
• Supervise lower‑level supervisors and highly skilled non‑exempt employees, providing coaching, feedback and project prioritization.
• Serve as escalation point, monitor performance metrics and ensure contractual commitments are fulfilled.
• Identify and implement process improvements and policy developments.
• Support short‑term and long‑term functional strategies aligned with organizational goals.

Required profile

• Four‑year degree or equivalent experience.
• 4‑7 years of relevant experience or 2‑4 years of management experience in remote support, telephone support or related technology environments.

Required skills

• Amazon Web Services (AWS)
• Automation
• Java programming
• Python programming
• Linux/Unix operating systems
• SQL
• TCP/IP networking
• Scripting and workflow management
• Root cause analysis
• Technical support and services
• Software as a Service (SaaS)