Manager, Production Support

1 month ago

Kitchener, Ontario, Canada opentext Full time

OPENTEXT
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

The Opportunity:

We are seeking a Team Manager for our Customer Support Team. We are looking for someone passionate about customers that will play an instrumental role in ensuring the operational success of our customer contact center.

This role is responsible for management of a team of product and service delivery experts, you will help model the behaviors and tactics that are expected from our agents to deliver world-class support. Managing issue escalations, working with account managers, employees and outside partners to find timely resolution. Conducting reviews on in-process tickets to confirm accurate technical execution, timely handling, and superior customer service. Leading departmental initiatives for new programs and solutions to enhance SMB-C service offerings and customer service. Help your team acquire the appropriate support and training necessary to perform their jobs. Monitor and increase morale through effective leadership, management and coaching skills and drive recognition of outstanding team performance. Engaging in 1-1 sessions with direct reports and establishing goals & objectives, ensuring both employee and company needs are being met. Working with senior management to ensure consistent performance and messaging to a growing international support team.

You are great at:

• Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; adhering to all Policies and Procedures.


• Managing contact center aspects of the business and achieve all targeted KPIs, including customer satisfaction, service levels, on-time, escalation quality

• Working with Workforce Management to efficiently schedule staff to handle 7x24 call volume, including after hours on-call support

• Aligning Support resources to partner with professional services and other internal customer facing teams to provide support coverage for especially complex and technical issues preventing customer success.

• Understanding internal structure and build interdepartmental relationships

• Understanding the policies and procedures of OpenText Customer Care

• Effectively monitor and coach engineers on their interactions with mandatory Quality Coaching Goals

• Leading and coaching a high performing team of engineers

• Drive innovation and continuous improvement in Customer Care

• Manage and/or contribute to support related projects

What it takes:

• A track record of good judgment and decision-making in positions with significant responsibility


• Highly autonomous and able to independently identify high value projects and drive them to completion

• Demonstrated leadership capability in cross-functional team environments

• High degree of comfort with complex technical environments

• Having and being able to articulate/defend an informed opinion on important topics

Skills & Experience:

• Prior Contact Center experience


• Prior management experience

• Demonstrated knowledge of industry best practices


• Strong analytical skills and understanding of key metrics associated with call center environments

• Strong staff coaching and counseling skills to influence others to take action and achieve objectives

• Bachelor's degrees in business or related field or equivalent with at least 3 to 5 years of customer applications support experience. Advanced degree desirable.


• Knowledge and experience in backup and recovery, cloud-based solutions and services.

• Proficient with Microsoft Windows Operating Systems and Microsoft Office or compatible products.

• Experience managing Partner and customer escalations and relationships

• Proven leadership, project management and problem-solving experience

• Proven ability to effectively negotiate and resolve issues and conflicts for both internal and external customers

• Manage escalated customers with diplomacy and professionalism

• Strong verbal and written communication skills

• Ability to define problems, gather data, establish facts, and draw valid conclusions

• You are self-directed, and know how to get the job done as quickly and efficiently as possible

• You are a natural motivator, able to turn any negative into a positive

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

  • Manager, Product Support

    1 day ago

    Kitchener, Ontario, Canada opentext Full time

    Technical Team Manager Technical Team Manager OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute...

  • Associate Product Support Specialist

    12 hours ago

    Kitchener, Ontario, Canada Micro Focus Full time

    Associate Product Support Specialist Join OpenText, a global leader in information management, where innovation, creativity, and collaboration drive our corporate culture. As an Associate Product Support Specialist, you'll partner with top companies worldwide, tackle complex issues, and contribute to projects shaping the future of digital...

  • Operations Support Manager

    2 weeks ago

    Kitchener, Ontario, Canada Open Text Corporation Full time

    Manager, Production SupportCompany: OpenText CorporationAbout OpenText:OpenText is a premier global entity in information management, where innovation, creativity, and teamwork are integral to our corporate ethos. Joining our team means collaborating with some of the most esteemed organizations worldwide, addressing intricate challenges, and contributing to...

  • Commercial Insurance Product Manager

    2 weeks ago

    Kitchener, Ontario, Canada Definity Full time

    Commercial Insurance Product ManagerWe are seeking an innovative **Product Manager** to spearhead the development and execution of the **Business and Technology Roadmap** within the **Commercial Insurance** domain. Reporting directly to the Manager, you will engage with a variety of stakeholders to establish project goals and convert business objectives into...

  • Senior Technical Support Manager

    2 weeks ago

    Kitchener, Ontario, Canada Open Text Corporation Full time

    Senior Technical Support ManagerCompany: OpenText CorporationAbout OpenText: OpenText is a premier global entity in information management, emphasizing innovation, creativity, and teamwork as core elements of our corporate ethos. Joining our team provides the chance to collaborate with some of the most esteemed organizations worldwide, address intricate...

  • Regional Manager, Technical Support

    2 weeks ago

    Kitchener, Ontario, Canada OpenText Full time

    Position OverviewOpenText stands as a premier authority in information management, where our ethos revolves around innovation, creativity, and teamwork.As part of our dynamic team, you will engage with some of the most esteemed organizations globally, addressing intricate challenges and contributing to initiatives that redefine the landscape of digital...

  • Senior Technical Support Manager

    2 weeks ago

    Kitchener, Ontario, Canada OpenText Full time

    Senior Technical Support Manager OpenText is a premier organization in the realm of information management, where innovation, creativity, and teamwork are fundamental to our corporate ethos. As a valued member of our team, you will engage with some of the most esteemed companies globally, address intricate challenges, and contribute to initiatives that...

  • Sr. Manager, Technical Support

    1 month ago

    Kitchener, Ontario, Canada opentext Full time

    OPENTEXT OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Customer Support Team Manager

    2 weeks ago

    Kitchener, Ontario, Canada Open Text Corporation Full time

    Manager, Production SupportCompany: OpenText CorporationLocation: Not specifiedAbout OpenText:OpenText is a prominent global entity in the realm of information management, where our culture thrives on innovation, creativity, and teamwork. Joining our team means collaborating with esteemed organizations worldwide, addressing intricate challenges, and...

  • Senior Marketing Manager for Product Innovation

    2 weeks ago

    Kitchener, Ontario, Canada ApplyBoard Full time

    At ApplyBoard, we are dedicated to transforming the study abroad experience by seamlessly connecting international students, recruitment partners, and educational institutions through our innovative platform. As a rapidly expanding, mission-driven organization, we are proud to have attracted passionate individuals for over eight years, all committed to...

  • Lead Manager, Technical Support Services

    2 weeks ago

    Kitchener, Ontario, Canada Open Text Corporation Full time

    Senior Technical Support ManagerCompany: OpenText CorporationOverview:As a prominent figure in the realm of information management, OpenText Corporation is committed to fostering a culture of innovation, creativity, and teamwork. Joining our team means engaging with some of the most esteemed organizations globally, addressing intricate challenges, and...

  • Product Management, Technician I

    1 month ago

    Kitchener, Ontario, Canada Labstat International Inc Full time

    At Labstat our strength is our people. For over 45 years we are the premier CRO's in the Kitchener-Waterloo region. Today Labstat International is a member of the Certified group of companies and we are recognized as an international "Center of Excellence". We are the world's largest independent testing laboratory specializing in analytical chemistry, in...

  • Lead Product Manager, Application Infrastructure

    2 weeks ago

    Kitchener, Ontario, Canada Verily Full time

    About Us Verily, a subsidiary of Alphabet, is dedicated to revolutionizing health management through a data-centric approach. Established in 2015 from Google X, our mission is to democratize precision health for everyone, every day. We focus on harnessing and activating data from diverse sources—clinical, social, behavioral, and real-world—to derive...

  • Electronics Production Associate

    2 weeks ago

    Kitchener, Ontario, Canada Alert Labs Full time

    Position Summary:Alert Labs is on the lookout for a dedicated individual to become a vital part of our manufacturing assembly team. The ideal candidate will possess a solid foundation in electronics and will play a crucial role in the product assembly process. This includes not only assembling products but also providing initial troubleshooting and repair...

  • Product Development Associate

    4 days ago

    Kitchener, Ontario, Canada Fastenal Full time

    Job Summary:As a Product Development Associate at Fastenal, you will play a key role in assisting the management and development of our overall product strategy for selected categories. This part-time position offers a flexible schedule after a period of onboarding, training, and meeting performance goals.Key Responsibilities:Collaborate with internal teams...

  • Sales Support

    1 month ago

    Kitchener, Ontario, Canada Virtek Vision Full time

    OverviewVirtek Vision is a leading provider of precision laser-based templating and inspection solutions based in Waterloo, Ontario. We serve customers worldwide in the aerospace, prefabricated construction, transportation and manufacturing industries. Our solutions enable customers to produce their products better, faster and at a lower cost. Reporting to...

  • Head of Product Marketing

    2 weeks ago

    Kitchener, Ontario, Canada Rewind Full time

    Company Overview Rewind operates under a hybrid work model, with team members collaborating in the office on designated days. Rewind specializes in safeguarding essential data for businesses across various sectors. Our primary focus is on securing data stored in cloud applications such as Jira, GitHub, Confluence, and Shopify. We are proud to have the...

  • Field Support Manager

    2 weeks ago

    Kitchener, Ontario, Canada ApplyBoard Inc. Full time

    About ApplyBoard: ApplyBoard is dedicated to streamlining the international education journey by connecting students, recruitment partners, and educational institutions through a user-friendly and personalized platform. Our Mission: For over eight years, we have been committed to breaking down barriers to global education, empowering individuals to elevate...

  • Production Equipment Maintenance Manager

    2 weeks ago

    Kitchener, Ontario, Canada Hearthside Food Solutions Full time

    About Us: Established in 2009 and based in Downers Grove, IL, Hearthside Food Solutions is a premier contract manufacturer specializing in nutritious baked goods, snacks, and packaged foods for numerous leading food brands worldwide. As one of the largest and fastest-growing food co-manufacturing firms in the United States, we proudly operate over 35...

  • Electronics Production Supervisor

    2 weeks ago

    Kitchener, Ontario, Canada Virtek Vision International Inc. Full time

    About Us: Virtek Vision International Inc. stands at the forefront of precision laser-based templating and inspection solutions. We cater to a diverse clientele across the globe, including sectors such as aerospace, prefabricated construction, transportation, and manufacturing. Our innovative solutions empower clients to enhance their production processes,...