Product Support Manager, SmartSense (Lehi, UT - Hybrid)

Join a high-performing, tight-knit team at a fast-growing company that is using the Internet of Things (IOT) to transform how organizations sense, monitor, and make decisions. Founded out of MIT in 2005, Smart Sense is trusted by more than 2,000 organizations, including Walmart, SpaceX, Apple, CVS Health, Coca-Cola, and the US State Department to help them make sensor-driven decisions. We have a solution that our customers rely on every day to make mission critical decisions; we are looking for team-oriented change agents to help shape the future of IOT.

What We Offer
• A fun, fast paced team that turns data into valuable information
• Opportunity to work with market leaders in the healthcare/pharmacy, food service and transportation industries

What You Will Do 
• Manage and mentor the tier 1 Product Support team to ensure consistent, high-quality service delivery
• Oversee daily queue management to maintain target KPIs
• Develop staffing plans and schedules to meet coverage needs and handle peak volume efficiently
• Monitor and manage customer escalations ensuring timely and empathetic resolutions
• Conduct regular coaching, feedback sessions and performance reviews
• Analyze support metrics and customer feedback to identify trends and recommend improvements
• Implement best practices to enhance operational efficiency and consistency

Who You Are and What You Bring
• Proactive and customer-focused leader with a passion for operational excellence.
• Proven experience managing front-line (Tier 1) support operations
• Data-driven mindset with a track record of improving KPIs like answer rate, response time, and CSAT
• The ability to motivate and coach a team while keeping moral high during busy times

Desired But Not Required
• 3-5 years experience in customer or product support role, with at least 1-2 years in a product management position
• Strong analytical skills with experience monitoring and experience monitoring and improving KPI performance
• Hands on experience with tools such as NetSuite, Salesforce, JIRA and Zendesk
• Proven success managing Tier 1 or high-volume support operations

Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.

The anticipated base pay range for this position is $73,500 – $115,000. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.

At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.

*Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.

Salary : $73,500 - $115,000