Senior Manager, Support Engineering EMEA - FreeWheel

FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world.

Job Summary

As the Senior Manager of Support Engineering – EMEA, you will be responsible for building, leading, and managing the FreeWheel support functions in EMEA within the Global Client Services organization. Your team is a technical support team of approximately 12-15 ranging from entry-level resources through senior platform experts located in the UK and France. You will initially have two managers directly reporting to you responsible for the performance management of most of the individual contributors on your team, and you will also have a few senior individual contributors reporting to you. You will partner very closely with our head of Support in the US to ensure processes and standards are maintained and improved globally. This leader must be able to understand the business value and technical architecture of FreeWheel's evolving product set to ensure the team is best structured and trained to support our customers. As the Support team is responsible for most of FreeWheel's customer interactions, maintaining superior customer service standards is the expectation for the role. You will be a key partner for our Product Management, Account Management, Solutions Engineering, and Engineering teams globally. You will be pivotal in ensuring Support continues to become more efficient and effective via increased automation of manual activities and customer interactions, and you will also foster the careers of support engineers through your coaching and your advocacy for their educational needs.

Job Description

• Lead a team of Support Engineers in EMEA, who are the first line of technical support for FreeWheel's customers across our platforms.
• Hire, onboard, set goals for, and help steward the career growth of your managers and direct reports.
• Guide managers in running the team, providing care for the entire employee lifecycle from talent acquisition to performance management to career mobility and exit.
• Represent the voice of the customer and of the perspective of Support to internal stakeholders on various key initiatives and product launches.
• Identify, understand, and create mitigation strategies for risks.
• Manage major escalations and communicate status to leadership and other internal stakeholders.
• Report on and manage toward Support success metrics.
• Participate in key event preparation activities and incident retrospectives, to identify opportunities for improvement.
• Liaise with and build relationships with key customers, vendors, and other external stakeholders across the region.
• Build strong relationships with internal stakeholders at all levels up to and including the Director level.
• Ensure that progress, plans, and problems are consistently communicated to leadership.

About You:

• Experience: 7-10+ years in technical customer-facing roles at SaaS firms, with a proven track record managing high-performing teams. Experience in running Support teams and advertising technology experience are preferred.
• General understanding of the ITIL service delivery framework or similar.
• Ability to attract, evaluate, and coach junior through mid-level talent, especially remotely and in various countries and cultures.
• Ability to prioritize between conflicting initiatives, to act decisively and autonomously in ambiguous scenarios, and to allocate resources accordingly.
• Willingness to test new approaches for team management and execution.
• Ability to understand and to articulate business strategy and decide on Objectives & Key results that map to the strategy for the team.
• Contributes ideas for improvement to organizational processes and design and accordingly execute.
• Provide leadership, clarity and direction to the whole team.
• Comfortable with public speaking and client interaction with excellent written and verbal communication skills.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Education

Bachelor's Degree. While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience 7-10 Years

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.