Manager, Advanced Product Support

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The isolved Manager of the Advanced Product Support is responsible for providing leadership to highly knowledge product specialists and for ensuring a collaborative and successful relationship with isolved's Product Develoment team. This position plays a key role in driving quality and consistency in support, maintaining a successful client experience. The Manager of Advanced Product Support will provide day-to-day coaching, guidance, and leadership to Product Support Specialists to drive team productivity and communications within SLA. The Manager will also assist in leading strategic initiatives, proactively communicating with both external and internal stakeholders and employee development.

Core Job Duties

• Monitor individual SLA and KPIs to ensure maximum productivity and service level adherence from team.
• Monitor calls and written correspondence between specialists and customers for quality assurance purposes.
• Independently handle escalated issues and provide direction to both customers and internal stakeholders

• Partner with Product and Development leaders to identify trends and potential defects, proactively prepare for new product rollouts, etc. to enhance the customer experience.
• Have an advanced understanding of development operations and isolved HCM functionality to lead and train staff, actively participate in cross-functional meetings, etc.
• Coach team to identify trends in cases for potential product issues.
• Effectively communicate case trends so development can easily understand and act
• Develop templates and processes for theAPS team to be able to recognize case trends and create troubleshooting guides and additional job aids to improve the client and employee experience ongoingly.
• Ability to partner with customer support and training managers on development areas.
• Ability and willingness to join both external and internal calls
• Strategically and creatively think on how support can continuously improve in troubleshooting and knowledge base areas.

• Develop staff by managing performance, setting goals, providing ongoing 1:1s and maintaining strong employee relationships.
• Lead first-round interviews for open positions.
• Effectively develop and delegate to Team Leads

Minimum Qualifications

• Bachelor's degree highly desirable
• 3-4 years in an HCM role with customer-facing responsibilities
• Excellent Written and verbal communication skills
• Strong leadership and interpersonal skills, flexibility, and customer service oriented
• Strong knowledge of computer software applications (i.e. Microsoft Outlook, Explorer, Word, Excel, and Power Point).
• Previous leadership experience
• Knowledge of isolved's ancillary product offerings
• Typically requires a Bachelor's degree and 8+ years of direct experience, with 5+ years of management experience.

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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