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Program Manager III
Ref No.: 20-03593
Category: Experienced Professional
Location: Austin, Texas
Position Type:Contract
Start Date / End Date: 07/06/2020 to 07/05/2021
Genesis10 is currently seeking a Program Manager III with our client in the SEO industry in their Austin, TX location. This is a 12 month + contract position.

Description:
  • Seeking a Program Manager III
  • Who we are: We are the 'food team' based in the Geo function.
  • Our Mission: Our mission is to make every restaurant in the world orderable and make it the restaurant owners preferred solution. For starters, there are 700K restaurants in the US and ~65% of them still have no online ordering capabilities. We are looking to expand to onboard 10K restaurants by the end of the year in the US alone.
  • As a Support Lead, you will be responsible for a small (3-7) team of US based Support Product Specialists. In this role you will work closely with the Reps and the Product team to ensure that:
    • The Support Reps are given the coaching and supervision needed to succeed.
    • The needs of the restaurants are being met in a timely manner
    • Reoccurring Support issues are flagged to the Product team.
    • You should be comfortable in a fast-paced environment, love solving problems, be able to thrive in an early stage environment and be passionate about the restaurant space.

Responsibilities:
  • Oversee US based Support team and drive continuous improvement to the processes and tools. (There are our Tier 2 and 3 tech so this will be our more technical solutions engineers.)
  • Analyze performance data and proactively provide strategic insights and highlight opportunity areas for improvement.
  • Work with Enterprise clients to ensure that they receive quick and timely fixes to their issues.
  • Champion product improvement efforts via analysis of recurring Support tickets
  • Manage complex technical issues, troubleshooting, and provide regular updates on issues to key support, sales, PM constituents.
  • Utilize dashboards to monitor business and operational impact of new policies and products

Requirements:
  • Degree from a 4-year college or university
  • 3+ years managing a Technical Support team
  • Excellent communication skills, both verbal and written
  • Ability to solve problems creatively and effectively in a fast-paced environment
  • Ability to work within a multi-functional team, uniting disparate groups across engineering, product management, and sales in support of a common goal
  • Strong time management and multitasking skills
  • Experience with SalesForce
  • Experience with Excel, Google Sheets, and Google Presentations/Data
  • Able to work as a W2 employee of Genesis10 (no Corp-to-Corp)

If you have the described qualifications and are interested in this exciting opportunity, please apply!
About Genesis10:
Genesis10 is a leading U.S. business and technology consulting firm with hundreds of clients needing proven talent and solutions to power their strategic initiatives. If you are a high performing business or IT professional with solid, referenced experience, we want to meet you. Genesis10 recruiters and delivery professionals are highly accomplished career advocates, who get to know you beyond your resume to position you with the opportunities that fit your skills, experience and aspirations. We have benefit options to fit your needs and a support staff that works with you from placement throughout your engagement project after project. To learn more about Genesis10 and to view all our available career opportunities, please visit us at www.genesis10.com. "Genesis10 is an Equal Opportunity Employer, M/F/D/V