Product Support Manager (EST)

Join Aya Healthcare, winner of multiple Top Workplace awards!

Aya’s Product Support team supports Aya applications and their end users. The Support Team Manager will oversee a team of analysts while ensuring high quality of customer service to customers and stakeholders. This position will also communicate directly with the Software and Product teams which collaborate to create outstanding software and service offerings.

This person will likely work EST or CST business hours.

Who We Are

We’re a $10+ billion, rapidly growing workforce solutions provider in the healthcare industry. We deliver tech-enabled services that help healthcare organizations meet and manage their contingent labor needs. We build and manage tech-enabled marketplaces for national and local healthcare talent and deliver contingent labor management solutions through our proprietary software platform.

At Aya, we’re obsessed with creating exceptional experiences for our clients, clinicians, and employees. In fact, we put employee satisfaction above all else. Our team members are responsible for incomparable customer experience and we know that happy employees are critical to maintaining happy clients. We foster an entrepreneurial, high-energy, low-bureaucracy culture and value innovative thinking and creative problem solving. We embrace diversity in thought and backgrounds unified by a commitment to high achievement. When you join Aya, you’ll be surrounded by teammates who care about you as an individual and leaders who will help you grow both personally and professionally.

Responsibilities

• Lead a team of Application Support Analysts to ensure timely resolution of customer issues and identify, document and articulating severity and impact for defects, coordinating closely with Development and Incident Management teams.
• Ensure effective service delivery operations of the team, manage inbound ticket queues, ensure timely response and resolution, coach and evaluate employee performance.
• Maintain customer service standards, including actively responding to queries, handling complaints, and establishing best practices throughout the entire technical support process.
• Monitor team productivity and adherence to KPIs (e.g., MTTR, FCR, CSAT)
• Establish incident response and escalation protocols to reduce downtime and improve response agility.
• Drive continuous improvement by analyzing support trends and proactively addressing root causes of recurring issues.
• Ensure knowledgebase (KB) solutions are created, maintained and effective, including collaboration with product and development teams to ensure KBs reflect current system behavior
• Provide guidance and support to team members, including succession planning, skills development frameworks, feedback loops, regular one-on-one meetings, career discussions and goal setting.
• Ability to be on an on-call rotation
• Interact with SQL databases and Azure monitoring tools to determine issues that require quick-fix updates and solutions.
• Utilize standard software development systems such as Jira and Confluence to generate detailed development tickets, as well as document processes and update technical documentation as needed.
• Lead the execution of strategic initiatives, projects and functional support endeavors and organization-wide process improvement initiatives

Required Qualifications

• Bachelor’s Degree in Management, Business, or an equivalent combination of education and experience
• Familiarity with the Agile software development model
• Experience managing a technical product support team, with experience as a customer support manager preferably within healthcare or SaaS environment
• Comfortable with Service Now or other Support CRM systems and operational customer support management (forecasting, staffing and Workforce Management KPI’s, etc)
• Strong working knowledge with collaboration software including, Jira, Confluence, SharePoint, Email, and Chat.
• Innate problem-solving ability
• Top-notch oral, written, and interpersonal skills
• A complete team-player who is looking to join a dynamic and growing team
• Career-oriented mentality with a desire for advancement with Aya Healthcare
• Enthusiasm for learning several software programs and development processes
• Desire to be part of an organization that recognizes your talent
• Career-oriented mentality with a desire for advancement with Aya Healthcare

What We Offer:

• Free premium medical, dental, life and vision insurance

• Generous 401(k) match

• Aya also offers other benefits to those that are eligibleand where required by applicable law, including reimbursementsand discretionary bonuses

• Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya’s general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable paid sick leave laws, the applicable paid sick leave laws are controlling

• Celebrations! We hit our goals and reward ourselves.

• Company-sponsored virtual events, happy hours and team-building activities are always on the horizon — plus, you get a special treat on your birthday!

• UnlimitedDTO— we believe in time off!

• Virtual yoga, meditation or boot camp classes offered daily

Compensation

The pay scale for this position may vary if applicant possesses experience outside of what Aya reasonably anticipates for this position. Bonuses are subject to the role and your manager’s discretion.

Aya is an Equal Opportunity Employer (EEO), including Disability / Vets, and welcomes all to apply. Please click