TAM Group Manager

Responsibilities

• Leadership and Management: Lead and support 4 team leads, including coaching, conducting regular meetings, and implementing effective management practices.
• Cross-Functional Collaboration: Work closely with R&D, ProdOps, Account Managers (AM), to ensure seamless operations and communication across the organization.
• Process Development: Design and implement processes for new product lines, providing support and maintaining high standards for client interactions.
• Strategic Oversight: Actively identify and address needs, gaps, and issues within the team, providing feedback and solutions to senior management.
• Team Growth: Participate in the recruitment, onboarding, and internal mobility of team members within a team of approximately 15 individuals.
  
  

• Client-Focused Approach: Demonstrated ability to manage and support both internal and external clients with a high level of service.
• Problem-Solving and Escalation: Proven experience in identifying and flagging issues, leading internal escalation processes, and managing process improvements.
• KPI and Metrics: Experience in defining Key Performance Indicators (KPIs) and success metrics to measure and drive team performance.
• Leadership Experience: Previous experience in a senior management role, with a strong background in support and client services.
• Adaptability: Ability to handle challenges and changes in a dynamic support environment, with a focus on rapid problem resolution and effective cross-functional collaboration.
• Strategic Thinking: Skilled in developing strategies for scaling up operations and partnerships.
  
  

• Support and Service Expertise: Extensive experience in support and customer service roles, ideally with prior management responsibilities.
• Leadership Style: Balanced approach with strong managerial skills, flexibility, and the ability to adapt to new processes while maintaining authoritative leadership.
• Communication Skills: Excellent communication abilities, with a focus on active listening, flexibility, and the capability to prioritize and manage tasks effectively.
• Change Management: Proven ability to manage change and make strategic decisions, including the ability to set boundaries and say "no" when necessary.