Team Lead / Manager Web Development & Support

Job Description

As Manager, Web Development and Support, you will have the responsibility for leading a highly skilled team of customer facing web developers and support personnel who deliver 24x7 Web development and Support to Milestone s customers globally. You will work closely with the Senior Management, Engineering, Sales, Customer Success and COE teams to ensure that Milestone is delivering overall superior Website modification, enhancements and technical/marketing support. The candidate will be able to hire, motivate, develop and retain quality customer facing web developers; build and ensure adherence to processes; leverage systems and tools to drive productivity; and leverage metrics to improve performance of the team. Primary Responsibilities:

• Provide superior website design, modification, enhancements and technical/marketing support and service to the Milestone s customer base

• Lead a multi-tiered, 24x7 support function to customers globally

• Manage and develop the team, including hiring, motivation, professional development, and retention

• Identify and facilitate training programs which will improve product knowledge, technical/marketing skills and customer handling skills of team members

• Design, develop and implement processes, systems, and technology to operationalize and improve the Web development and Support function.

• Hands-on experience in web development where the candidate is expected to technically guide the team with their web development experience.

• Define, track and improve operational metrics for effective operations

• Handle customer and internal escalations and deal personally with difficult customer issues

• Work with Milestones customer success managers and engineering team to identify and prioritize issues and enhancements which need to be taken up by the Product Team

• Feed Product Intelligence and Customer Intelligence to the product team and the customer success teams

Required Skills/Experience:

• 8+ years of experience in web development, production and support, with a minimum of 3 years in direct people management

• Knowledge of front-end programming building websites including HTML, CSS, JavaScript, testing/debugging, and browser tools

• Good knowledge of SDLC and associated tools

• Experience in handling international customers especially in North America

• Expertise in developing processes that help deliver high quality web production and support to customers in an effective and efficient manner

• Excellent understanding of metrics to measure and improve the effectiveness of a high volume support organization

• Ability to understand the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues

• Familiarity with CRM or incident tracking and management systems

• Track record of accomplishment and effectiveness within organizations

• Good communication and interpersonal skills

• Bachelor s degree in Technology, preferably Computer Science

Preferred Knowledge, Skills, Abilities, And Background:

• Exposure to digital marketing is highly desired

• Exposure to creative web design and user experience is a plus

• Understanding of SEO and Content Management Systems is desirable

• Experience in a start-up company or organization of a multi-national marketing or marketing technology product company

• Experience building a team from scratch or leading transformational changes in a customer facing organization

• Highly energetic, with a passion for helping customers

• Multitasker with willingness to roll up sleeves and do whatever it takes to achieve desired results

• Strong people leadership skills who can inspire confidence in team

• Analytical problem solver with critical thinking capability

Keyskills :
content management systemsfront endweb developmentuser experiencecomputer sciencedigital marketingsenior managementpeople managementleadership skillscustomer handlingpeople leadershipcritical thinkingtraining programsproduct knowledgefinanci