Product Support Manager Senior Careers at FIS - Tampa, FL | Apply Now!
FIS
Product Support Manager Senior Careers at FIS - Tampa, FL | Apply Now!
Job Description
Product Support Manager Senior at FIS: Shape the Future of Fintech Support
Are you a seasoned product support leader with a passion for technology and a drive to elevate client experiences? FIS is seeking a dynamic and forward-thinking Product Support Manager Senior to lead our support teams and ensure our clients receive exceptional service. In this role, you'll have the opportunity to shape product support strategy, mentor a team of talented professionals, and contribute to the success of a global fintech leader.
Role Overview
As a Product Support Manager Senior, you will oversee the day-to-day operations of multiple support teams, ensuring they provide timely and effective solutions to client issues. You'll be responsible for developing and implementing policies, procedures, and operating systems that optimize support efficiency and quality. You'll also analyze support data to identify trends, report recurring issues to product development, and proactively identify opportunities to enhance the client experience. This is a high-impact role that requires strong leadership, technical expertise, and a customer-centric mindset.
A Day in the Life
Here's a glimpse into a typical day for a Product Support Manager Senior at FIS:
- Morning: Start your day by reviewing key performance indicators (KPIs) for your support teams, such as case resolution times, client satisfaction scores, and call volumes. Analyze trends and identify any areas that require immediate attention.
- Mid-day: Participate in a meeting with product development to discuss recurring client issues and provide feedback on potential product improvements. Collaborate with infrastructure teams to troubleshoot complex technical problems.
- Afternoon: Conduct one-on-one meetings with team leads to provide coaching and mentorship. Review escalated client cases and develop resolution strategies. Work on developing and refining support policies and procedures.
- Evening: Prepare reports on support performance for senior management. Review budget and staffing plans for upcoming projects. Stay up-to-date on the latest FIS products and services.
Why Clearwater, Florida?
Clearwater, Florida, offers a fantastic blend of professional opportunities and a relaxed coastal lifestyle. Here's why you'll love working and living in Clearwater:
- Thriving Tech Hub: The Tampa Bay area, including Clearwater, is a growing technology hub with a strong presence of fintech companies.
- Beautiful Beaches: Enjoy easy access to world-renowned beaches, perfect for swimming, sunbathing, and water sports.
- Affordable Living: Compared to other major metropolitan areas, Clearwater offers a relatively affordable cost of living, especially in terms of housing.
- Excellent Schools: The area boasts a variety of highly-rated public and private schools, making it a great place to raise a family.
- Outdoor Recreation: Take advantage of numerous parks, trails, and recreational opportunities, including boating, fishing, and golfing.
- Vibrant Culture: Explore a diverse cultural scene with museums, art galleries, theaters, and live music venues.
- Delicious Cuisine: Savor a wide array of dining options, from fresh seafood to international cuisine.
- Warm Climate: Enjoy year-round sunshine and mild winters.
Career Path
FIS is committed to providing employees with opportunities for career growth and development. The Product Support Manager Senior role can serve as a stepping stone to various leadership positions within the organization, such as:
- Director of Product Support: Oversee a larger team of support managers and assume responsibility for the overall product support strategy.
- Vice President of Client Services: Lead a team of client service professionals and manage relationships with key clients.
- Director of Operations: Manage a specific operational area within the company, such as product development or infrastructure.
Salary & Benefits
The estimated salary range for a Product Support Manager Senior at FIS in Clearwater, Florida, is $110,000 to $160,000 per year. FIS also offers a comprehensive benefits package, including:
- Comprehensive health insurance (medical, dental, vision)
- Paid time off (vacation, sick, holidays)
- Retirement savings plan with company match
- Employee stock purchase plan
- Life insurance and disability coverage
- Employee assistance program (EAP)
- Wellness programs
- Tuition reimbursement
- Professional development opportunities
- Flexible work arrangements (depending on role and location)
FIS Culture
At FIS, we foster a culture of innovation, collaboration, and inclusivity. We believe that our people are our greatest asset, and we are committed to providing them with the resources and support they need to succeed. We value diversity and create an environment where everyone feels welcome and respected. We encourage employees to take ownership of their work, challenge the status quo, and contribute to the success of our company.
How to Apply
If you are a passionate and experienced product support leader looking for a challenging and rewarding opportunity, we encourage you to apply for the Product Support Manager Senior position at FIS. To apply, please submit your resume and cover letter through our online application portal. We look forward to hearing from you!
Frequently Asked Questions (FAQ)
- What are the key responsibilities of a Product Support Manager Senior? Managing support teams, developing policies, reporting issues, monitoring metrics, ensuring training, managing budgets, and serving as an escalation point.
- What qualifications are required for this role? A bachelor’s degree in computer science or a related field, 10+ years of experience in network planning or operations, and strong IT knowledge.
- What skills are essential for success in this position? Leadership, communication, decision-making, conflict management, project management, and customer focus.
- What is the career path for a Product Support Manager Senior at FIS? Potential advancements include Director of Product Support, Vice President of Client Services, or Director of Operations.
- What benefits does FIS offer its employees? Comprehensive health insurance, paid time off, retirement savings plan, employee stock purchase plan, and more.
- What is the culture like at FIS? Innovative, collaborative, inclusive, and supportive.
- What is the salary range for this position? The estimated salary range is $110,000 to $160,000 per year.
- Where is this position located? Clearwater, Florida (US FL PIE 11601), Atlanta, Georgia (US GA ATL 201 STE 900), and Jacksonville, Florida (US FL JAX 347)
- What is the work environment like? Collaborative and fast-paced
- Does FIS offer opportunities for professional development? Yes, FIS offers tuition reimbursement and professional development programs.
Locations
- Clearwater, Florida, United States
- Atlanta, Georgia, United States
- Jacksonville, Florida, United States
Salary
121,000 - 176,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Product Supportintermediate
- Technical Supportintermediate
- Case Managementintermediate
- Policy Developmentintermediate
- Procedure Developmentintermediate
- Operating Systemsintermediate
- Reportingintermediate
- Trend Analysisintermediate
- Quality Assuranceintermediate
- Trainingintermediate
- Product Releasesintermediate
- Upgradesintermediate
- Patchesintermediate
- Budget Managementintermediate
- Staffingintermediate
- Schedulingintermediate
- Performance Evaluationintermediate
- Escalation Managementintermediate
- Client Engagementintermediate
- Network Planningintermediate
- Network Engineeringintermediate
- IT Technologiesintermediate
- Operating Systemsintermediate
- Network Devicesintermediate
- Software Architectureintermediate
- Workforce Managementintermediate
- Communication Skillsintermediate
- Leadership Skillsintermediate
- Decision-Makingintermediate
- Conflict Managementintermediate
- Project Managementintermediate
- Customer Focusintermediate
- Teamworkintermediate
Required Qualifications
- Bachelor’s degree in computer science, information systems, or equivalent experience. (experience)
- 10+ years of experience in network planning, engineering, or operations. (experience)
- Broad knowledge of FIS products and related services. (experience)
- Strong understanding of IT technologies (operating systems, network devices, software architecture). (experience)
- Experience with workforce management tools and practices. (experience)
- Excellent communication skills for technical and non-technical audiences, including executive-level stakeholders. (experience)
- Proven leadership, decision-making, and conflict management skills. (experience)
- Project management experience and customer-focused leadership ability. (experience)
- Ability to work independently and in a team environment. (experience)
- Experience managing technical support teams. (experience)
- Experience with case management systems. (experience)
- Experience developing and monitoring policies and procedures. (experience)
- Experience reporting recurring issues to product management and development teams. (experience)
- Experience monitoring call queues, volumes, and metrics. (experience)
- Experience ensuring representatives are trained on new product releases, upgrades, and patches. (experience)
Responsibilities
- Managing operations of teams responding to technical and complex inquiries through case management.
- Developing and monitoring policies, procedures, and operating systems for efficient support.
- Reporting recurring issues to product management and development teams.
- Monitoring call queues, volumes, and metrics; analyzing trends to ensure quality standards are exceeded.
- Ensuring representatives are trained on new product releases, upgrades, and patches.
- Contributing to the development of product support functions and strategies.
- Managing budgets, staffing, and scheduling across multiple cost centers.
- Selecting, developing, and evaluating personnel for optimal team performance.
- Serving as an escalation point for client issues, including senior-level engagement.
- Overseeing support of customers encountering problems using company's products.
- Collaborating with product development, infrastructure, and other internal groups to resolve issues and enhance client experience.
- Managing multiple cost centers effectively.
- Driving improvements in client satisfaction.
- Implementing best practices in product support.
- Analyzing support data to identify areas for improvement.
Benefits
- general: A senior leadership role with significant impact on client satisfaction and business success.
- general: Opportunities to innovate and influence product support strategy.
- general: Inclusive and collaborative work environment.
- general: Competitive salary and benefits.
- general: Career development within a global fintech leader.
- general: Comprehensive health insurance (medical, dental, vision).
- general: Paid time off (vacation, sick, holidays).
- general: Retirement savings plan with company match.
- general: Employee stock purchase plan.
- general: Life insurance and disability coverage.
- general: Employee assistance program (EAP).
- general: Wellness programs.
- general: Tuition reimbursement.
- general: Professional development opportunities.
- general: Flexible work arrangements (depending on role and location).
Tags & Categories
Answer 10 quick questions to check your fit for Product Support Manager Senior Careers at FIS - Tampa, FL | Apply Now! @ FIS.
Related Books and Jobs
Product Support Manager Senior Careers at FIS - Tampa, FL | Apply Now!
FIS
Product Support Manager Senior Careers at FIS - Tampa, FL | Apply Now!
Job Description
Product Support Manager Senior at FIS: Shape the Future of Fintech Support
Are you a seasoned product support leader with a passion for technology and a drive to elevate client experiences? FIS is seeking a dynamic and forward-thinking Product Support Manager Senior to lead our support teams and ensure our clients receive exceptional service. In this role, you'll have the opportunity to shape product support strategy, mentor a team of talented professionals, and contribute to the success of a global fintech leader.
Role Overview
As a Product Support Manager Senior, you will oversee the day-to-day operations of multiple support teams, ensuring they provide timely and effective solutions to client issues. You'll be responsible for developing and implementing policies, procedures, and operating systems that optimize support efficiency and quality. You'll also analyze support data to identify trends, report recurring issues to product development, and proactively identify opportunities to enhance the client experience. This is a high-impact role that requires strong leadership, technical expertise, and a customer-centric mindset.
A Day in the Life
Here's a glimpse into a typical day for a Product Support Manager Senior at FIS:
- Morning: Start your day by reviewing key performance indicators (KPIs) for your support teams, such as case resolution times, client satisfaction scores, and call volumes. Analyze trends and identify any areas that require immediate attention.
- Mid-day: Participate in a meeting with product development to discuss recurring client issues and provide feedback on potential product improvements. Collaborate with infrastructure teams to troubleshoot complex technical problems.
- Afternoon: Conduct one-on-one meetings with team leads to provide coaching and mentorship. Review escalated client cases and develop resolution strategies. Work on developing and refining support policies and procedures.
- Evening: Prepare reports on support performance for senior management. Review budget and staffing plans for upcoming projects. Stay up-to-date on the latest FIS products and services.
Why Clearwater, Florida?
Clearwater, Florida, offers a fantastic blend of professional opportunities and a relaxed coastal lifestyle. Here's why you'll love working and living in Clearwater:
- Thriving Tech Hub: The Tampa Bay area, including Clearwater, is a growing technology hub with a strong presence of fintech companies.
- Beautiful Beaches: Enjoy easy access to world-renowned beaches, perfect for swimming, sunbathing, and water sports.
- Affordable Living: Compared to other major metropolitan areas, Clearwater offers a relatively affordable cost of living, especially in terms of housing.
- Excellent Schools: The area boasts a variety of highly-rated public and private schools, making it a great place to raise a family.
- Outdoor Recreation: Take advantage of numerous parks, trails, and recreational opportunities, including boating, fishing, and golfing.
- Vibrant Culture: Explore a diverse cultural scene with museums, art galleries, theaters, and live music venues.
- Delicious Cuisine: Savor a wide array of dining options, from fresh seafood to international cuisine.
- Warm Climate: Enjoy year-round sunshine and mild winters.
Career Path
FIS is committed to providing employees with opportunities for career growth and development. The Product Support Manager Senior role can serve as a stepping stone to various leadership positions within the organization, such as:
- Director of Product Support: Oversee a larger team of support managers and assume responsibility for the overall product support strategy.
- Vice President of Client Services: Lead a team of client service professionals and manage relationships with key clients.
- Director of Operations: Manage a specific operational area within the company, such as product development or infrastructure.
Salary & Benefits
The estimated salary range for a Product Support Manager Senior at FIS in Clearwater, Florida, is $110,000 to $160,000 per year. FIS also offers a comprehensive benefits package, including:
- Comprehensive health insurance (medical, dental, vision)
- Paid time off (vacation, sick, holidays)
- Retirement savings plan with company match
- Employee stock purchase plan
- Life insurance and disability coverage
- Employee assistance program (EAP)
- Wellness programs
- Tuition reimbursement
- Professional development opportunities
- Flexible work arrangements (depending on role and location)
FIS Culture
At FIS, we foster a culture of innovation, collaboration, and inclusivity. We believe that our people are our greatest asset, and we are committed to providing them with the resources and support they need to succeed. We value diversity and create an environment where everyone feels welcome and respected. We encourage employees to take ownership of their work, challenge the status quo, and contribute to the success of our company.
How to Apply
If you are a passionate and experienced product support leader looking for a challenging and rewarding opportunity, we encourage you to apply for the Product Support Manager Senior position at FIS. To apply, please submit your resume and cover letter through our online application portal. We look forward to hearing from you!
Frequently Asked Questions (FAQ)
- What are the key responsibilities of a Product Support Manager Senior? Managing support teams, developing policies, reporting issues, monitoring metrics, ensuring training, managing budgets, and serving as an escalation point.
- What qualifications are required for this role? A bachelor’s degree in computer science or a related field, 10+ years of experience in network planning or operations, and strong IT knowledge.
- What skills are essential for success in this position? Leadership, communication, decision-making, conflict management, project management, and customer focus.
- What is the career path for a Product Support Manager Senior at FIS? Potential advancements include Director of Product Support, Vice President of Client Services, or Director of Operations.
- What benefits does FIS offer its employees? Comprehensive health insurance, paid time off, retirement savings plan, employee stock purchase plan, and more.
- What is the culture like at FIS? Innovative, collaborative, inclusive, and supportive.
- What is the salary range for this position? The estimated salary range is $110,000 to $160,000 per year.
- Where is this position located? Clearwater, Florida (US FL PIE 11601), Atlanta, Georgia (US GA ATL 201 STE 900), and Jacksonville, Florida (US FL JAX 347)
- What is the work environment like? Collaborative and fast-paced
- Does FIS offer opportunities for professional development? Yes, FIS offers tuition reimbursement and professional development programs.
Locations
- Clearwater, Florida, United States
- Atlanta, Georgia, United States
- Jacksonville, Florida, United States
Salary
121,000 - 176,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Product Supportintermediate
- Technical Supportintermediate
- Case Managementintermediate
- Policy Developmentintermediate
- Procedure Developmentintermediate
- Operating Systemsintermediate
- Reportingintermediate
- Trend Analysisintermediate
- Quality Assuranceintermediate
- Trainingintermediate
- Product Releasesintermediate
- Upgradesintermediate
- Patchesintermediate
- Budget Managementintermediate
- Staffingintermediate
- Schedulingintermediate
- Performance Evaluationintermediate
- Escalation Managementintermediate
- Client Engagementintermediate
- Network Planningintermediate
- Network Engineeringintermediate
- IT Technologiesintermediate
- Operating Systemsintermediate
- Network Devicesintermediate
- Software Architectureintermediate
- Workforce Managementintermediate
- Communication Skillsintermediate
- Leadership Skillsintermediate
- Decision-Makingintermediate
- Conflict Managementintermediate
- Project Managementintermediate
- Customer Focusintermediate
- Teamworkintermediate
Required Qualifications
- Bachelor’s degree in computer science, information systems, or equivalent experience. (experience)
- 10+ years of experience in network planning, engineering, or operations. (experience)
- Broad knowledge of FIS products and related services. (experience)
- Strong understanding of IT technologies (operating systems, network devices, software architecture). (experience)
- Experience with workforce management tools and practices. (experience)
- Excellent communication skills for technical and non-technical audiences, including executive-level stakeholders. (experience)
- Proven leadership, decision-making, and conflict management skills. (experience)
- Project management experience and customer-focused leadership ability. (experience)
- Ability to work independently and in a team environment. (experience)
- Experience managing technical support teams. (experience)
- Experience with case management systems. (experience)
- Experience developing and monitoring policies and procedures. (experience)
- Experience reporting recurring issues to product management and development teams. (experience)
- Experience monitoring call queues, volumes, and metrics. (experience)
- Experience ensuring representatives are trained on new product releases, upgrades, and patches. (experience)
Responsibilities
- Managing operations of teams responding to technical and complex inquiries through case management.
- Developing and monitoring policies, procedures, and operating systems for efficient support.
- Reporting recurring issues to product management and development teams.
- Monitoring call queues, volumes, and metrics; analyzing trends to ensure quality standards are exceeded.
- Ensuring representatives are trained on new product releases, upgrades, and patches.
- Contributing to the development of product support functions and strategies.
- Managing budgets, staffing, and scheduling across multiple cost centers.
- Selecting, developing, and evaluating personnel for optimal team performance.
- Serving as an escalation point for client issues, including senior-level engagement.
- Overseeing support of customers encountering problems using company's products.
- Collaborating with product development, infrastructure, and other internal groups to resolve issues and enhance client experience.
- Managing multiple cost centers effectively.
- Driving improvements in client satisfaction.
- Implementing best practices in product support.
- Analyzing support data to identify areas for improvement.
Benefits
- general: A senior leadership role with significant impact on client satisfaction and business success.
- general: Opportunities to innovate and influence product support strategy.
- general: Inclusive and collaborative work environment.
- general: Competitive salary and benefits.
- general: Career development within a global fintech leader.
- general: Comprehensive health insurance (medical, dental, vision).
- general: Paid time off (vacation, sick, holidays).
- general: Retirement savings plan with company match.
- general: Employee stock purchase plan.
- general: Life insurance and disability coverage.
- general: Employee assistance program (EAP).
- general: Wellness programs.
- general: Tuition reimbursement.
- general: Professional development opportunities.
- general: Flexible work arrangements (depending on role and location).
Tags & Categories
Answer 10 quick questions to check your fit for Product Support Manager Senior Careers at FIS - Tampa, FL | Apply Now! @ FIS.
Related Books and Jobs