What are the responsibilities and job description for the Customer Experience - Manager of Quality Assurance position at Datawatch Systems?
| Requisition ID | 2025-14418 | Category | Management |
The Customer Experience - Manager of Quality Assurance leads a team responsible for supporting onboarding & offboarding of accounts nationwide. This role ensures that onboarding & offboarding of accounts meet quality standards, providing real-time support to Technicians and the Customer Experience teams. The Manager will focus on process improvement, technician support, and quality assurance.
Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294
- Travel: This role does not require travel.
- Salary Range: $75,000-$90,000/year
- Manage and mentor the Installation Programming & Support team, ensuring efficient internal support for Install Technicians & Customer Experience Representatives.
- Provide real-time assistance to technicians nationwide, assisting with installation challenges.
- Develop standards and procedures to enhance service quality and consistency while Onboarding & Offboarding accounts.
- Work closely with Install Technicians and Customer Experience teams to ensure seamless installations and troubleshooting resolution.
- Establish and track KPls, monitor performance data, providing insights to improve service quality and efficiency.
- Establish and document quality control checklist for new installations and offboarding to ensure proper setup/decommissioning of accounts across multiple software applications.
- Ensure proper utilization of support systems, recommending improvements as needed.
- Bachelor's degree preferred or equivalent experience in technical support.
- Minimum 3-5 years of experience in field service, technical support, or Onboarding/Offboarding management.
- Industry Knowledge: Access control, security systems, Saas, or preferred technology-driven environments a plus.
- Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.
- Experience with a multi-layer ticketing system for processing client requests.
- Excellent written and verbal communication skills for effective collaboration across teams.
- Ability to work independently and proactively to address challenges.
- Strong leadership and team management experience with a proven ability to collaborate across teams.
- Ability to schedule and manage staffing to support Installation schedule.
- Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.
- Exceptional communication and stakeholder management skills.
Choice of Medical Insurance plans
Dental Insurance
Vision Insurance
Medical and Dependent Care FSA Accounts
401K Plan with a discretionary employer match
529 Plan Access
Employee Assistance Program
Commuter and Parking Benefit
Short-term Disability and Long-term Disability Insurance
Employer-paid 50K Life and AD&D Insurance
Voluntary Life Insurance for Employee, Spouse and Children
Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage
Annual performance Evaluation and salary adjustment consideration
Paid holidays, sick and vacation leave
Job-related tuition reimbursement
Datawatch Systems is an equal opportunity employer and complies with all applicable federal, state and local fair employment practices laws. It is the policy of Datawatch Systems to strictly prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender, gender identity, age, national origin, disability, citizenship, past, current or prospective military service, protected veteran status or any protected class recognized by applicable federal, state or local law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits and termination from employment. E/O/E/M/F/D/V
Salary : $75,000 - $90,000