Product Support Manager, Play

Preferred work location:
Boulder, CO;
Atlanta, GA.

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in customer support industry or program/project management.

• Experience in the tech industry, particularly with AI and automation technologies.
• Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion with minimal guidance and attention to detail.
• Ability to draw insights from data, recommend a path forward, and project manage across groups/through recommended actions.
• Excellent communication and collaboration skills with cross-functional teams.
• Excellent investigative and problem‑solving skills.

• Lead cross‑functional launch strategies, partner with product, engineering, and support teams to define and execute successful launch strategies, managing project timelines to ensure 100% support channel readiness.
• Oversee issue management by identifying, tracking, and escalating user‑reported bugs while managing all program communications, updates, and stakeholders.
• Collaborate with cross‑functional teams to analyze user feedback, translating insights into recommendations that directly drive product and feature enhancements.
• Develop the overall user support strategy by understanding product and market dynamics, continuously identifying innovative approaches.
• Lead initiatives to enhance efficiency using data and tools to troubleshoot issues, implementing solutions through automation, self‑service, and process improvements.

US base salary range: $114,000 - $163,000 plus bonus, equity, and benefits.

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