Director, Product Support

Job Title

Director, Product Support

Systems

In‑Person in Chicago (IL), Newark (NJ), or New York City (NYC)

Full‑time

Exempt

Braven is a national nonprofit that prepares promising college students to secure a strong first opportunity after college graduation through a career‑accelerating program. We work with higher education and employer partners to offer a life‑changing experience that begins with a semester‑long course for college students, followed by support that lasts through graduation. Together, our ambition is to help rebuild the middle class and revitalize the American Dream.

We are hiring a Director, Product Support to ensure Braven’s systems and digital tools are effectively leveraged to meet programmatic goals. As the leader of the Product Support team, this role combines a thorough understanding of our program model with technical expertise in our digital products to ensure a strong user experience for Fellows, volunteers, and staff. The role reports to the Senior Director, Digital Product Management.

• Supervise the daily operations of Braven Programming’s customer support, including overseeing the support ticketing process and ensuring timely and user‑centered resolution of issues across all systems.
• Support and improve escalation policies and procedures relating to the experience of users who engage with Braven’s products.
• Oversee the planning and execution of product training required for both users and support staff.
• Ensure comprehensive support documentation and resources for technology products and processes.
• Collaborate with system owners, IT teams, and other stakeholders to accelerate and resolve complex technical problems.

• Manage, mentor, and support a team of four system administrators who oversee critical tech systems.
• Ensure clear prioritization and division of labor across teammates, both weekly and quarterly.
• Ensure that the Product Support Team has clear communication and meeting structures that enable strong collaboration and alignment across the various work streams the team supports.
• Ensure the team is equipped to handle incoming support requests, resolve technical issues, and provide high‑quality system support.
• Oversee team performance and implement professional development plans to grow technical and problem‑solving skills.
• Maintain a strong Product Support Team culture.

• Review ticket trends in Jira Service Management to inform product development processes and training, as well as the Product Support team’s development needs.
• Define and monitor key performance indicators for our digital products.
• Incorporate user feedback and user‑centric design principles into product development.
• Collaborate with internal product users (Regional teammates) through regular touchpoints to surface user needs and gauge the effectiveness of product development solutions.

• Serve as a project contributor on scrum teams, focused on supporting new features or product launches with testing, quality assurance, training, documentation, and support.
• Collaborate with Product teammates as well as our Systems team to shape, support, and test changes to our systems.
• Serve as a project consultant for other Braven projects needing Product Support capacity, supporting user story drafting and clarity, prioritization, and directly contributing to work as needed.

Other duties as assigned. (5%)

• Bachelor’s Degree
• 5+ years of Customer Experience or Product Management experience in a technical support context

• 5‑7 years of demonstrated excellence in customer service, customer success, and/or help desk support, as well as in project, program, or event management
• Demonstrated…