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Manager, Product Support in San Mateo, CA



$200K - $250K*


Technical Support, Technology Management


11 - 15 years

Job Description

The Job

Strategic Focus

  • Define and ensure delivery of advanced support readiness activities before new device launches, features, content changes, promotions, and major events. Readiness activities include consumer self-help messaging and documentation, agent training, process documentation, and reporting.
  • Define, champion and lead the implementation of innovative support strategies to raise product recognition.
  • Translate product needs into support requirements to drive consensus with executive management and partners.
  • Define and review the customer journey with other Product leaders such as engineering, marketing, and design departments to highlight risks and work on mitigation strategies.
  • Host cross-functional meetings with a large number of contributors to ensure objectives are met and each meeting is followed up with notes, actions, and owners.
  • Prepare and present support plans, incident recaps, and ef
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Valid through: 2020-5-19

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* Ladders Estimates