Wordpress Support Manager Ii
- Led global, multi-channel support team comprised of diverse cultures and backgrounds, optimizing customer experiences with Managed WordPress services.- Leveraged data-driven insights to establish personalized mentorship programs, enhancing individual success and career growth. This netted measurable increases in team performance and engagement scores.- Established and upheld team policies and standardized processes, promoting consistent adherence to best practices and enhancing overall team performance.- Coached team members on day-to-day tasks and complex WordPress issues, enhancing team expertise and performance.- Identified support trends and bugs, collaborating with relevant internal teams to resolve issues and enhance customer experience.- Drove business success by re-engineering the entire process of existing under performing products- Facilitated inter-departmental communication among multiple teams and departments, keeping relevant parties updated on project developments and fostering collaborative work environment.- Worked closely with product and engineering teams to prioritize backlog, ensuring effective and timely product development updates.- Assisted in development and maintenance of Managed WordPress product roadmap.- Built business cases through consumer and competitor research to inform decisions. Enhanced product offerings based on insights gathered.- Vetted and established relationships with external vendors to improve team management and product efficiency, contributing to overall business success.
