Sr. Manager - Software Support

Responsibilities

• Own the end-to-end client support experience, ensuring access to support is easy, interactions are timely, empathetic, and aligned with Transportation’s client-first standards.
• Monitor client sentiment, CSAT, NPS, VOC, and escalation trends to identify friction points and drive improvements.
• Lead structured post-incident reviews and ensure learnings translate into product, process, or training improvements.
• Design the client maturity model to logically progress customers in their use of Transportation software, continuously improving engagement, and the time to product adoption metric.
• Build and execute a proactive strategy that supports the customer journey that leads to long-term retention, referenceable clients, and net positive sentiment.
• Reduce case volume by leveraging latest technology and industry trends including data analytics for trending, root-cause identification, and other related measures.
• Partner with Implementation and Development to surface systemic issues, influence roadmap prioritization, and validate fixes.
• Implement quality assurance programs and metrics to ensure consistent case handling, communication standards, and resolution accuracy.
• Drive continuous improvement initiatives that enhance efficiency, reduce escalations, and improve client outcomes.
• Establish a culture of proactive communication and collaboration such that clients feel informed, supported, and confident in the product.

Qualifications

• Bachelor’s degree in a related field.
• 5+ years of leadership experience in software support or a related technical service environment.
• Student Transportation industry experience preferred.
• Demonstrated ability to lead managers and large teams in a fast-paced, highly technical environment.
• Strong customer-centric mindset with proven success improving client experience and reducing escalations.
• Excellent communication, conflict resolution, and relationship-building skills.
• Strong analytical and problem-solving abilities, including experience with trend analysis and root-cause identification.
• Able to manage multiple workstreams, prioritize effectively, and drive results through others.
• Experience collaborating with cross-functional teams to influence product quality and roadmap decisions and improve client experience.
• Proficiency with support tools, case management systems, and Microsoft Office.

Benefits

Not specified.

Pay

Not specified.

Schedule

Not specified.