Role Snapshot
Senior Manager overseeing multiple support teams and leads at Turnitin, responsible for ensuring excellent customer support delivery and continuous team performance improvement across all products.
Job Description
Manage multiple teams of Specialists and team leads to ensure the successful support of the user base and the continuous improvement of team capabilities and performance.
Key Responsibilities and Outputs
Manage not only specialists within the team but also those with lead/supervisory responsibility of other staff across Turnitin products
Actively participate in responses to live service outages and post mortem activities, always with a customer first mindset
Identify future areas of improvement and risks, and proactively work to prevent/limit both customer and team impact
Deliver regular reporting and MI to track KPIs and monitor performance at team and individual level – share with Support Director.
Manage team performance, agreeing clear goals and targets at both an individual and wider team level, reviewing performance formally and informally, giving feedback, course correction, motivation and enabling recognition.
Ensure the wider team are following established ways of working/process and procedures
Work closely with the wider Turnitin leadership team to ensure that ways of working, processes and systems are fit for purpose, efficient and effective, revising these in a proactive and collaborative way.
Via team (and through own actions), carry out user support activities, answering client emails and questions
Handle escalations from Product Specialists, liaising with team members across all tiers, and other key stakeholders as required
Partner with the Knowledge and Quality team to ensure team members have the knowledge to perform to expected standards.
Coaching and supporting your team’s development as necessary, taking the lead in the performance management process, delivering regular 1-1s to team members
Collaborate with the team both up and downstream to encourage the creation of ongoing training and development programmes for the Support community
Own and direct projects internal to support and also act as a key stakeholder in cross functional workstreams as required.
Regularly assess team performances and look at continuous improvement – in process/ways of working, systems use, etc.
Take part in recruitment activity for the team as required
Identify, lead and take part in continuous improvement projects across a wide platform of subjects in relation to your team and the wider Product Support Community – including Training/Ways of working/etc.
Understand the Tii value proposition and how this fits into the strategic direction of the global edtech marketplace - effectively communicate the value proposition ensuring that your team fully understand and can handle client questions
Work with Global Support Director to ensure your team are engaged in both the team and wider company strategy, goals and purpose – through regular communication and meets/events
Deputise for the Global Support Director as required ensuring that our customer centricity comes through in all communications, both internal and external.
Actively progress own personal development.
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