Product Support Manager

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best‑in‑class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you’ll join us. We can’t do it without you.

This is a remote position and candidates must live within approximately a 70‑mile radius of our office locations in Allen, TX;
Lenexa, KS;
Louisville, KY;
Springfield, MO; or Monett, MO. All positions, regardless of location, may require an onsite interview or in‑person onboarding requirement to verify your identity.

• Manages the teams responsible for online entry or answering of incoming calls from banks, credit unions or internal & external customers in a timely manner.
• Oversees the maintenance of department product and service knowledge.
• Ensures Product Support Representatives are equipped to support new and updated products and services.
• Oversees the daily operation of one or more departments including costs, staffing, company policy, and governmental regulations.
• Oversees onboarding, development, pay reviews, and performance management of all employees in the department.
• Ensures that client and customer SLAs are being met.
• Represents Jack Henry to our external clients.
• May perform other job duties as assigned.

• Minimum of 7 years of contact center experience.
• Previous formal leadership experience required.

• The ability to interpret and analyze contact center statistics and metrics.
• Excellent written and verbal communication skills.
• Excellent leadership, organizational, decision‑making, and analytical skills.
• Able to provide servant leadership to department and customers.
• Able to successfully manage remote employee(s).

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.