Technical Product Support Manager

Company Overview

Iridium is an award-winning and innovative satellite communications company with bragging rights to the only network that offers voice and data connectivity anywhere in the world. For over 20 years, Iridium’s unique network and services have supported critical communications needs for individuals, businesses, and the evolving Internet of Things.

At Iridium, we understand the importance of staying connected and the limitations of traditional communications networks. People across the globe, including first responders, humanitarians, global militaries, scientific researchers, and lone workers, as well as ships, aircraft and remote operations all rely on Iridium to stay connected. We take our responsibility for providing these essential communications very seriously and pride ourselves on offering a reliable lifeline when needed. Likewise, Iridium is committed to providing an exciting and innovative workplace, where employees are challenged to think outside the box and collaborate on new, bold ideas and solutions. Our talented teams are passionate about their work and the impact our company makes around the world. Iridium fosters an empowering and inclusive culture that allows employees to genuinely be their best selves. We are looking for others who want to join this truly unique company that celebrates our employees and provides the opportunity to truly make a difference in the world.

What We’re Looking For:

If you are excited about working with a global customer base and coaching your team to success, you will be excited about the current opening for a Manager postion within our Customer Care team.  As a manager, you will be responsible for overseeing the customer care team.  In this role, you’ll gain valuable experience working with a global network of partners,  Iridium’s portfolio of products and services while making a meaningful impact  managing overall activities within the support organization.  You’ll thrive in this role if you possess exceptional customer service skills  as well as the ability to coach and grow a team of individuals to reach their highest potential.

What You’ll Do:

• Foster and develop team members into highly performing technically savvy individuals, who understand and embrace the difference they make
• Mentor and develop your team by performing regular check-ins, providing constructive coaching, establish rapport and develop relationships, discuss career growth opportunities, and acknowledge performance issues when necessary
• Gain an intimate understanding of the roles and responsibilities of the customer care team, Iridium’s products and services, processes and procedures as well as an in depth knowledge of the systems/tools utilzied by the team.
• Responsible for the overall direction and activities within the care team to ensure the team has the knowledge, tools, and resources needed to support Iridium’s Products and Services, as well as Iridium’s various customer base
• Work cross-functionally with project managers, technical teams and other managers/directors within the organizations to successfully launch new products and services, as well as implement enhancements to systems and existing processes and procedures
• Utilize problem-solving skills to overcome obstacles and pro-actively identify issues with processes that cause potential customer issues and improve the overall support process
• Facilitate tactical meetings in an effort to build/strengthen relationships within the department and cross-functionally across other departments
• Perform analysis within key areas to determine the overall needs of the team to evaluate deficiencies /efficiencies within the organization

What You’ll Need to Succeed:

• BS/BA degree preferred or equivalent relevant experience in lieu of degree
• 8+ years of relevant experience in customer care
• Previous management experience involving multiple direct reports in a customer service environment
• Strong technical and logical processing skills
• Ability to interact with all levels of management including executive level leadership teams
• Capable of being a strong motivator and source of direction for your team and role modelling commitment to your team’s goals
• Excellent communication skills, with the ability to clearly convey products, deliverables, analyses, and/or issues to groups outside of your team or those who are unfamiliar with the topic
• Have a team-oriented mentality and be able to easily build meaningful relationships with others and work collaboratively with cross-functional teams
• Strong project management skills with proven ability to successfully execute on tasks/projects.
• Proven success in identifying and implementing enhancements within the team and external departments that will drive down resolution times and enhance the overall customer experience
• Be able to analyze and understand a situation or problem and think critically to make decisions and come up with new and unique solutions
• Be self-motivated, with a proactive mindset and possess a high degree of creativity, independence, and resourcefulness
• Have a strong sense of urgency in driving projects to completion and be motivated to achieve outcomes and results
• Can thrive in a dynamic environment and efficiently manage multiple projects for yourself and your team while making sure to meet deadlines
• Working knowledge of all MS Office applications

Things That Would be Great if You Brought to the Table:

• Experience in a wireless telecommunications industry, help desk support or computer environment
• 3-5+ years of experience in a supervisory role in customer service

We’ll Also Need You To:

• Work onsite Monday-Friday, 12-9 PM or 1-10 PM
• Be on call and flexible to support nights/weekends in a 24x7 environment

Work Environment:

This position primarily works in an office setting and is largely sedentary with the majority of the position working with a computer. The role typically requires the use of basic office equipment such as a phone, video, computer, keyboard, mouse, and printer. 

Iridium is an Equal Opportunity Employer, including individuals with disabilities and protected veterans.