Manager , Technical Product Sales Support

Position: Manager 1, Technical Product Sales Support
Location: New York

Free Wheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world.
** Job Summary
** Free Wheel Global Support is the service delivery leader in the Premium Video Advertising Management industry. We help Customers achieve success in the new TV ecosystem.
Our team’s contribution is White Glove Service and our product is knowledgeable, empowered customers who champion the Free Wheel brand. The goal is the delivery of an excellent Customer Experience across the product suite. The Global Support team are first in line for actioning service excellence -- It is a job we take very seriously.
We are searching for a Support leader for our ever diversifying and expanding Support talent incubator. The ideal Support Manager, Operations (SMO) will be a blend of effective team coach, skilled risk manager, and intuitive talent nurturer. This individual will have a demonstrable history of success in the services industry and a proven record of accomplishment of operational and developmental success.

EQ is as important as IQ for this position.
** Job Description
** The Manager drives service delivery at the Tier 1 support level. They will lead teams of highly motivated Support Engineers and engage with the top-performing customers in the Premium Video industry. The successful candidate will join a highly entrepreneurial, globally distributed Support leadership team consisting of Lead Support Engineers, Principal Support Engineers, Managers, Sr. Managers, Directors, and Sr. Directors, all reporting to the Executive Director of Global Support.

This role is responsible for the leadership, guidance, and overall prosperity of US based support engineering teams across multiple product lines. As Support Manager, you will be directly involved in the hiring, on-boarding, and career development of the organization’s most important resources: its people. Through your guidance and direction Free Wheel will be able to grow and develop its next generation of leaders who will advance knowledge of the product and further the excellent employee experience that we all value so greatly.

Utilizing the company operating goals as guidelines, the candidate will provide:
* Team leadership and guidance of your assigned teams.
* The maintenance of a structured, but nurturing, space where team members can contribute to the group’s advancement and pursue their own individual development simultaneously.
* Develop A+ Players ready for advancement to other Free Wheel teams.
* Consistency of service delivery in a deliberately high-churn operational environment. As a leader of some of our core teams, you will have direct influence over how these valued customers experience the Free Wheel brand. A core function will be the close oversight and management of our operational processes to ensure efficient operation, timely execution, and risk elimination. Customer experience is the most valuable asset we have, and your role is to make it good, better, and finally best in a way that is approachable, replicable, and meaningful in a globally distributed operating environment.
* Utilizing datasets, analysis, and evidentiary reporting, maintain and improve support operations utilizing provided operating metrics.
* Identify issues which may negatively impact customer experience. Suggest and implement solutions if local to support, participate in cross-departmental working groups if not.
* Maintain an operating environment of excitement, skills development, and opportunity exploration amongst the support engineers.
* Participate in policy management, maintenance, and the creation of standards across teams.
* For the right candidate, this position will allow for tremendous growth and the opportunity to deliver enterprise-level Customer value to industry leaders in the TV ecosystem. While this role can be Remote First, some travel may be…