Platform Support Manager
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Who We Are
Arrive Logistics is a leading transportation and technology company in North America with plans to grow significantly year over year. Our success is a testament to our remarkable team and what were building together. Were committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun casual and collaborative environment.
Who We Want
The Platform Support Manager will lead the Arrive Enterprise IT Team in resolving frontline issues for internal and external customers using Arrive Logisticss ARRIVEnow Platform. This team serves as the go-to resource for troubleshooting complex escalations providing technical support offering mentorship and issue triage. Internal users of our systems will look to you and your team for various issue resolutions including ARRIVEnow applications and other technical applications within the Arrive Logistics ecosystem.
As the Platform Support Manager you will also identify gaps and improve processes that boost productivity and quality of work. This role will work with management to establish department goals objectives and training for your team. As a manager you will also evaluate performance and hold direct reports accountable for performance and address any issues appropriately.
What Youll Do
Manage the daily operations of the department. Evaluate performance hold direct reports accountable and address any issues appropriately. Hire promote and performance-manage as needed.
Provide white glove customer service to our external partners and internal users. Develop and automate workflows to improve user experience.
Develop and identify improvements to current processes that improve productivity and quality of the team.
Work with management to establish department goals and objectives. Detail steps to achieve objectives and delegate tasks appropriately.
Develop and monitor team KPIs. Run monitor and analyze reports and provide updates to leadership. Implement related improvements as suggested by data and knowledge of challenges.
Build and maintain relationships with internal and external key stakeholders. Maintain regular communication with Product & Development teams and create a release-centric support structure.
Escalate issues to the appropriate product and development teams. Follow the incident management process to escalate issues. Take ownership of communication to the business and provide high level support during incidents.
Utilize information repositories team resources and product release documentation to ensure that account administration and technical support stays consistent timely and progressive for users.
Collaborate communicate and understand business needs with management Product and Development teams. Utilize resources to add enhancements and improvements based on issues that have been raised and best practice.
Take a proactive approach to expanding the teams knowledge and output. Seek opportunities to resolve pain points amongst stakeholders and continue to find ways to provide better service to our internal and external customers.
Develop and maintain a team training program including training documents and materials. Train new hires and team on updated processes regulations and requirements. Provide continuous training allowing growth within your team.
Qualifications
Bachelors degree in Computer Science or related field.
6 years of platform support and/or related technical experience.
2 years of management and/or project leadership experience.
Experience in a multi-faceted enterprise SaaS solution preferred.
Excellent written presentation and communication skills and ability to articulate complex processes to key business leaders.
Some knowledge of programming languages preferred (SQL Java HTML).
Detail-oriented and strives for continuous improvement.
Ability to problem solve unique & complex issues both independently & collaboratively.
Ability to build positive and productive working relationships across a variety of teams and partners.
Ability to organize plan and prioritize team resources
Supervisory Responsibility
- This position will manage the Platform Support Team which is inclusive of Platform Support Engineers.
The Perks of Working With Us
- Take advantage of our comprehensive benefits package including medical dental vision life disability and supplemental coverage.
- Invest in your future with our matching 401(k) program.
- Build relationships and find your home at Arrive through our Employee Resource Groups.
- Enjoy office wide engagement activities team events happy hours and more!
- Leave the suit and tie at home; our dress code is casual.
- Work in the booming city of Austin TX we are in a convenient location close to the airport and downtown.
- Park your car for free on site!
- Start your morning with a specialty drink from our fully stocked coffee bar Brokers Brew.
- Sweat it out with the team at our onsite gym.
- Maximize your wellness with free counseling sessions through our Employee Assistance Program
- Take time to manage your physical and mental health - we offer company paid holidays paid vacation time and wellness days.
- Receive 100% paid parental leave when you become a new parent.
- Get paid to work with your friends through our Referral Program!
- Get relocation assistance! If you are not local to the area we offer relocation packages.
Required Experience:
Manager
Key Skills
About Company
Our relentless pursuit of perfection has made us one of the nation’s fastest-growing freight brokerages. Visit us now and ship or haul with us.
