PROJECT MANAGER - CUSTOMER SUPPORT

Company: Direct Staffing Inc
Location: San Jose
Posted on: June 1, 2025

Job Description:

Primary Job Responsibilities:We are currently seeking a Program/Project Manager who will be a member of the help desk that handles support requests for platform and infrastructure products and services. This person will act as the primary interface between the users of our products and services and the product teams. The responsibilities include understanding our product portfolio, building close relationships with the product teams, triaging incoming requests and routing to appropriate product teams, and managing the support requests to resolution.Job Requirements:

• Understand the products and services offered by platform and infrastructure org
• Understand the needs and expectations of the customers
• Build FAQ and knowledgebase from the patterns
• Identify product gaps and feed to product teams
• Build strong relationships with product teams
• Must have a background in Technical Program/Project managementActivities in this function of the job require strong leadership, strategic vision, communication, coordination, problem-solving, and negotiation skills. The successful candidate will be a highly effective Program/Project manager and capable of working across complex organizations and dynamic environments that are prone to regular change.Key requirements and qualifications include:
• Minimum 8 years relevant experience
• Proactively managing customer expectations and communicating progress, decision making, and prioritization while providing oversight for technical issue resolution in a matrix management organization
• Skillfully resolve conflict, persuade, and negotiate with internal and external parties
• Listening and simplifying complex topics in order to facilitate solutions across multiple groups
• Building relationships within all functional areas and gain exposure to every facet of the company
• Assist in recommending best practice solutions based on past experience, research, and visionary thinking
• Strong verbal and written communication skills as well as attention to detail are critical in this role
• Ability to work autonomously while maintaining a high level of transparency into key decisions and issuesOther minimum qualifications include:
• Ability to function effectively in a fast-paced environment and multi-tasking
• Strong verbal and written communication skills and the ability to work well with other departments and varying levels of management
• Experience in process definition and improvement initiatives especially in a customer-centric, operations environment
• Experience and expertise with MS Office (Word, Excel), MS Project, Visio, and PowerPoint
• Good interpersonal skills and ability to work independentlyCANDIDATE DETAILS:
• 7+ to 10 years experience
• Management Experience Required - Yes
• Minimum Education - Bachelor's Degree
• Willingness to Travel - OccasionallyAdditional InformationAll your information will be kept confidential according to EEO guidelines.Direct Staffing Inc
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Keywords: Direct Staffing Inc, Arden-Arcade , PROJECT MANAGER - CUSTOMER SUPPORT, Executive , San Jose, California