Call Center and Infrastructure Software Support Manager. Walnut Creek LilyLifestyle

Call Center and Infrastructure Software Support Manager Your Role

As a Call Center and Infrastructure Software Support Manager on our team, you will oversee support operations, manage the call center team, handle licensing matters, and ensure the seamless functioning and continual improvement of our internal support websites and infrastructure. Your expertise in Salesforce administration, search engines, and chatbot integration will play a pivotal role in delivering exceptional support to our clients.

• Recruit, select, hire, and train new call center, licensing, and operations personnel, ensuring their readiness to address customer inquiries and concerns.
• Effectively and efficiently run the call center and licensing team, meeting all performance goals.
• Propose and implement plans to improve and optimize the support platforms and tools used by the Wind River support team.
• Collect and analyze call agents' data using the company CRM to prepare performance reports.
• Evaluate individual performance reviews and overall team effectiveness, providing insights to upper management.
• Assist the team in resolving challenging customer service issues, including review of SLA violations, escalations, and related tasks.
• Monitor team performance and provide necessary tools for enhancement.
• Evaluate team results and objectives to determine operational strategies.
• Continuously monitor system performance, identifying and resolving operational problems as needed.
• Present monthly and annual action plans and objectives to relevant stakeholders.
• Ensure that tools and policies used by the Customer Support Organization (CSO) are in compliance with required laws and regulations.
• Participate in company‑wide or CSO audits and provide required evidence.
• Engage with key teams and stakeholders to ensure business goals are met.

• Proven experience managing call center and software licensing operations.
• Approximately 5 years of relevant experience.
• Familiarity with Salesforce CRM, Agentforce, and Coveo for optimizing customer interactions.
• Understanding of chatbot technologies and their integration into customer service processes.
• Ability to work effectively with a diverse group of individuals with varying levels of technological knowledge.
• Basic knowledge of web development to facilitate internal support website maintenance.
• Strong leadership skills with the ability to recruit, train, and manage a high‑performing team.
• Exceptional analytical and problem‑solving skills for data analysis and performance evaluation.
• Proactive attitude toward addressing challenges and improving processes.

• Bachelor's or master's degree in computer science or a related field.

• Flexible home office and remote work options.
• 100% Employee covered Medical, Dental, and Vision insurance.
• Flexible Time Off policy plus 12 observed holidays.
• 401(k) with company match.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) Wellness Benefits through Unmind.

The compensation range for this role is between $102,000 and $153,000 annually, plus an annual incentive plan bonus. Employees are also eligible for health, dental, vision, life insurance, flexible time off, enrollment in a 401(k) plan, and 12 paid holidays.

Successful candidates must engage in a security clearance process related to their citizenship to perform fundamental job duties, as required by applicable law. Candidates from the following countries are not eligible, unless a valid exemption applies:
Belarus;
Burma;
China;
Cuba;
Iran;
North Korea;
Syria;
Venezuela;
Afghanistan;
Cambodia;
Central African Republic;
Cyprus;
Democratic Republic of Congo;
Ethiopia;
Eritrea;
Haiti;
Iraq;
Lebanon;
Libya;
Russia;
Somalia;
South Sudan;
Sudan;
Zimbabwe.

Wind River is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.