Product Support Manager

Product Support Manager Please email or to applyThis job might be for you if you: Interested in being responsible for the day to day operational aspects of product and vendor management for a specific channel of products such as Mobile Top Ups, Debit, Gift or Digital. This includes but not limited to: manage relationship with an array of product partners, introduction of new products, setting up new products in the transaction and billing platforms, providing support, trouble-shooting issues, reporting and analytics for assigned product channel. Requires working closely with Product Partners, Account Managers, Marketing Analyst and Sales on expanding distribution and becoming a Subject Matter Expert (SME) on assigned products. Works with Product Partner & Marketing Analyst to create marketing and POP materials, sales sheets or other materials necessary to facilitate sales through our various distribution outlets and POS systems.What you will be doing:

• Vendor management:
  • Manage relationships with an array of product partners such as Mobile Operators, Prepaid Debit Card providers, Gift Card partners.
  • Coordinate regular meetings and communications.
  • Resolve invoice reconciliation issues and questions.
  • Address reporting needs.
  • Assist with contract renewals.

• Product Management:
  • Complete all product set-up functions for newly launching product and updates/changes including supplier/vendor set-up, product set-up in back office production systems, product creation, commissions and maintenance on POS delivery systems used by customers (terminal, web-based POS and integrated systems), product testing, and final launch steps.

• Troubleshooting:
  • Escalated Tier 3 product performance & invoicing issues and errors occurring on customer front-end systems (terminals, web-based POS, integrated systems, billing system) stemming from product set-up functions and overall product integration.

• Reporting:
  • Design reports and analytics on product & commission operations performance for assigned products including sales, margin, launches, setup, and design.
  • Leverage product trouble-shooting incidents to identify performance trends and recommend process and system changes to improve product performance, commission accuracy and customer experience for assigned products.

• Project Management:
  • Responsible to routinely manage assigned tasks during the Monthly Product Download process including understanding all necessary steps needed to launch, change or discontinue products. May manage projects related to new integrations or onboarding of new product partners.

• Bachelor's degree in Business, Marketing, Product Management, Operations or related field; or the equivalent combination of work experience and college-level education.

• 5 years minimum relevant experience working in client services, technical support, product management, and /or Operations. SQL and Project Management experience is beneficial. Must be highly detail oriented.

• Proven customer (both internal and external) and vendor relationship building skills

• Intermediate level knowledge of MS Excel required including pivot table creation/manipulation. Previous experience working with databases like SQL including queries and scripting strongly preferred.

• Demonstrated capacity and eagerness to learn technical skills to setup and troubleshoot products with a customer-first mentality.

• Strong organizational, time management, and multi-tasking skills and proven ability to work under pressure and meet deadlines while maintaining a pleasant and professional attitude toward co-workers and customers. Also, strong influencing and negotiation skills.

• Excellent verbal and written communication skills; able to present information, status and issues in a clear and concise manner with the goal of driving a decision and maintain good working relationships with our product partners.

• Wireless, Prepaid, Digital or Financial Services industry experience preferred

• Basic understanding of the Software Development Life Cycle (SDLC) is beneficial

• Potential for travel (15%)