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Motorplan Ltd; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

MotorPlan seeks a Product Support Manager to lead the Product Support function, owning accurate configuration, pricing and administration across our dealer and manufacturer partner network. The role blends people leadership, product and commercial expertise, and process ownership to deliver onboarding and configuration services that support MotorPlan's growth across the full product portfolio.

The Manager leads the Product Support Technician team, with responsibility for resourcing, budget input

Qualifications

• Experience leading a product support or config team is essential.
• Strong commercial acumen with pricing and catalog governance.
• Ability to translate strategy into operational plans and priorities.

Responsibilities

• Line manage the Product Support Technician team with day-to-day direction.
• Conduct regular 1-2-1s and support development plans.
• Recruit, onboard and train new team members as the department grows.
• Set and monitor targets/KPIs and drive improvement.
• Support resourcing and budget input for scaling the function.
• Oversee performance processes with HR guidance.
• Own end-to-end product configuration and pricing across the portfolio.
• Maintain product catalogue, pricing rules and system configuration standards.
• Act as main contact between Product Support and Sales/Commercial teams.
• Support new business, tenders and dealer onboarding with pricing expertise.
• Build relationships with Sales Managers and Commercial Directors.
• Perform QA on configuration work and maintain process documentation.
• Ensure compliance with policy, GDPR and regulatory requirements.
• Provide MI on team performance and trends to the Operations Director.
• Escalate complex queries and coordinate with IT and Product teams.
• Lead initiatives to streamline onboarding and configuration processes.
• Champion new products, campaigns and system enhancements.

Skills

People leadership

Product configuration

Pricing & catalog

Stakeholder management

Job description

The Product Support Manager leads the Product Support function at MotorPlan, owning the accurate configuration, pricing and administration of MotorPlan's product range across our dealer and manufacturer partner network.

The role combines people leadership, product and commercial expertise, and process ownership, ensuring the Product Support team delivers a seamless onboarding and configuration service that supports MotorPlan's growth across its entire product portfolio.

The Manager leads and develops the Product Support Technician team directly, and takes on wider managerial responsibility for the function as it grows — including resourcing, budget input and performance management. The role also supports the Operations Director in translating strategic decisions into clear operational priorities, ensuring the team is briefed, resourced and ready to deliver against them.

Key Responsibilities

• Line manage the Product Support Technician team, providing day-to-day direction, coaching and support.
• Conduct regular 1-2-1s and support Personal Development Plans for team members.
• Recruit, onboard and train new team members as the department grows.
• Set and monitor individual and team targets/KPIs, addressing shortfalls through coaching.
• Support the Operations Director with resourcing and workforce planning for the Product Support Technician team, facilitating headcount and budget input as the function scales.
• Manage formal performance processes — including probation reviews, PIPs and disciplinary matters — in partnership with HR where required.

2. Product Configuration Ownership

• Own the end-to-end process for configuring and maintaining every MotorPlan product, ensuring pricing, plan structures and dealer set-ups are accurate and consistent.
• Ensure the team is equipped to support new product launches, campaigns and pricing changes across the full portfolio.
• Maintain oversight of the product catalogue, pricing rules and system configuration standards business-wide.
• Act as the senior point of contact between Product Support and the Sales/Commercial teams, ensuring dealer and manufacturer requirements are understood and delivered.
• Support new business, tenders and dealer onboarding with configuration and pricing expertise across all products.
• Build strong relationships with Sales Managers, Key Account Directors and Commercial Partners Directors.

4. Quality, Process & Compliance

• Complete regular QA on configuration and administration work produced by the team, addressing shortcomings through coaching.
• Own and maintain process documentation across all MotorPlan products, ensuring it stays current as products and pricing evolve.
• Ensure the team's work complies with company policy, GDPR and relevant regulatory requirements.

5. Reporting & MI

• Provide daily, weekly and monthly MI on team performance, configuration activity and trends to the Operations Director.
• Use reporting to identify configuration-related risks or rework and to drive improvement plans.
• Serve as the escalation point for complex configuration, pricing or contract queries from dealers, Sales or internal teams.
• Work with IT and Product teams to resolve system issues affecting configuration across any MotorPlan product.
• Lead initiatives to streamline onboarding, configuration and administration processes across the full MotorPlan product range.
• Champion the introduction of new products, campaigns and system enhancements, ensuring the team is ready to support them.

8. Strategic Implementation

• Support the Operations Director in translating strategic decisions into clear operational plans and priorities for the Product Support function.
• Represent Product Support's requirements and constraints in cross-functional and strategic planning discussions.
• Own delivery of change initiatives affecting Product Support, ensuring the team is briefed, trained and ready ahead of go-live.