Manager, Dedicated Support Engineer

LiveRamp; New York (NY); In loco; USD 111.000 - 142.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible paid time off

Paid holidays

Working from home options

Paid parental leave

401K matching up to 4%

Comprehensive benefits package

Descrizione del lavoro

LiveRamp is seeking a Premier Services Support Team Manager in New York to shape and scale a metrics-driven, customer-focused group. You will coach the team, manage bandwidth, and ensure efficient issue resolution for premier clients.

The role emphasizes mentorship, documentation, and cross-functional collaboration while advancing knowledge sharing and process improvements. A competitive base and comprehensive benefits accompany the position.

Competenze

• Ability to establish processes, documentation, and deliver results in ambiguous greenfield environments.
• Proven track record of cross-team process improvements for internal and external stakeholders.
• Open-minded, collaborative, dependable, and poised under challenges.
• Strategic and forward-thinking with ability to plan ahead.
• Startup mindset: smart, ethical, friendly, cross-functional, proactive.
• 1-3 years of management experience.

Mansioni

• Shape, coach, and scale a Premier services support team with a metrics-driven culture.
• Manage team bandwidth and assign new accounts.
• Mentor and train new team members to identify issues and resolve tickets efficiently.
• Create and maintain documentation, best practices, and training resources for team and stakeholders.
• Escalation point for complex or high-impact customer issues with clear communication.
• Represent the GCS team in discussions on work distribution, career paths, and long-term vision.
• Lead cross-functional projects to improve support portal, customer satisfaction, and cost efficiency.
• Monitor team performance and provide actionable feedback and development plans.
• Iterate on processes to improve ease of use for internal stakeholders.

Descrizione del lavoro

LiveRamp is shaping the future of responsible data collaboration between the world’s leading brands, retailers, financial services providers, and healthcare innovators. As consumers embrace new AI-driven experiences, the LiveRamp data collaboration network exponentially expands the breadth and accuracy of the data on which marketing AI capabilities operate, powering deeper customer insight and measurable performance on a global scale. LiveRamp is headquartered in San Francisco, California, with offices worldwide. Learn more at LiveRamp.com.

You Will

• Shape, coach, and continue to build a scalable Premier services support team with a metrics-driven, people-centric culture
• Manage team bandwidth and assign new accounts accordingly
• Mentor and teach new team members to identify customer issues, connect to underlying system and workflow knowledge, and resolve tickets efficiently and professionally
• Ensure consistent knowledge sharing by creating and maintaining documentation, best practices, and training resources for both the team and internal stakeholders
• Act as an escalation point for complex or high-impact customer issues, ensuring swift resolution and clear communication throughout the process
• Represent and advocate for the GCS team in discussions and decisions regarding work distribution, career pathing, and long term vision for the team
• Lead and delegate work for cross-functional projects to drive support portal improvements, customer satisfaction, and service cost improvements
• Monitor team performance through key metrics, providing actionable feedback and tailored development plans to drive continuous improvement
• Iterating on processes to improve ease of use for internal stakeholders

Your Team Will

Dedicated Support Engineers deliver seamless technical support and troubleshooting services to our Premier clients, delighting our customers and managing stakeholders all while making it seem easy.

About You

• The ability to establish process, documentation, and deliver results in an ambiguous greenfield environment
• Track record of successfully managing cross team processes that result in experience improvements for internal and external stakeholders
• Open-minded, collaborative, dependable, and poised when working through customer or internal challenges
• Strategic and forward thinking, proven ability to plan ahead
• Type S(tartup) personality: smart, ethical, friendly, cross-functional, hardworking and proactive.
• 1-3 years management experience

The approximate annual base compensation range is $110,500 to $141,500. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

Benefits

• People: Work with talented, collaborative, and friendly people who love what they do.
• Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
• Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
• Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives. Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.
• Savings: Our 401K matching plan—1:1 match up to 4% of salary—helps you plan ahead.

More About Us

LiveRampers are empowered to live our values of committing to shared goals and operational excellence. Connecting LiveRampers to new ideas and to one another is one of our guiding principles—one that informs how we hire, train, and grow our global teams across nine countries and four continents. By continually building inclusive, high belonging teams, LiveRampers can deliver exceptional work, champion innovative ideas, and be their best selves.

Click here to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp.

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance.

California residents: Please see our California Personnel Privacy Policy for more information regarding how we collect, use, and disclose the personal information you provide during the job application process.

We use automated decision systems (ADS) as part of our recruitment and hiring process. If you require an accommodation or believe that the use of an ADS may create a barrier to your application or participation in the hiring process due to a disability or other protected characteristic, please let us know. We are committed to providing reasonable accommodations and ensuring an equitable hiring experience for all candidates.

To all recruitment agencies

LiveRamp does not accept agency resumes. Please do not forward resumes to our jobs alias, LiveRamp employees or any other company location. LiveRamp is not responsible for any fees related to unsolicited resumes.