[Skip to Content]Privacy Policy

Milestone Careers

Openings >> Sr Manager - Web Production and Support
Sr Manager - Web Production and Support
Summary
Title:Sr Manager - Web Production and Support
ID:837
Department:Customer Success
Location:India - Bangalore or Ahmedabad
Description

Job Title: Sr. Manager Web Production and Support
Location: Bangalore, India
Shift Time: 9:00 PM To 6:00 AM


Job Description:

 

As Senior Manager, Web Production and Support, you will have the responsibility for leading a highly skilled team of customer facing web producers 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 producers; 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
  • Define, track and improve operational metrics for effective operations
  • Handle customer and internal escalations and deal personally with difficult customer issues
  • Work with Milestone's 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
  • 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 communications 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

 

About Milestone Inc

For over 20 years, Milestone has been a leading provider of digital marketing software and services for location-based businesses. Over 2,000 companies in Hospitality, Retail, Financial Services and Automotive industries rely on Milestone to power their digital marketing strategies. Milestone has garnered over 500 awards, has been short listed 3 consecutive years for the US Search awards and won Search Engine Land's prestigious "Best overall SEO-SEM campaign" in 2018. Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of Silicon Valley Business Journal's fastest growing companies and an Inc. 5,000 company.
 

Top Reasons to work for Milestone:

  • Work in an innovative digital marketing software + services organization
  • Great place to learn with phenomenal growth opportunity
  • Stable and rapidly growing company
  • Opportunity to work with a fun, amazing and talented team
  • Great benefits – Mediclaim and paid holidays (per year)
  • Exciting and innovative work environment
  • Employee referral incentive program

 

 

Powered by ApplicantStack