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Support Director

Company: Appriss
Location: Louisville
Posted on: November 22, 2021

Job Description:

We're looking for a -Support Director -that can help -grow -Appriss Retail. -This is a senior -support -manager -position reporting directly to the VP of Engineering. -We deliver - software-as-a-service -solutions that are used by leading retail chains worldwide - 39 of the Top 100 retailers rely on Appriss Retail solutions to reduce shrink, prevent return fraud, detect and remediate employee fraud, and improve operational processes. Here are few resources that provide a look into Appriss, and specifically Appriss Retail---
Life at Appriss


Overview of Appriss Retail

You'll join a -fast-paced -team of -technologists -building -new and -amazing products -used by hundreds of retailers across the globe.

What you will be doing:
Implement process to ensure high uptime and reliability -and excellent end-user experience across -all Appriss Retail products.

Establish KPIs and -meaningful -metrics for uptime -and reliability -of -production systems. Ensure SLAs are met across all products.

Provide -regular -visibility into -overall customer health and -end-user -defects.

Gather proactive feedback from key accounts.

Work closely with -product and functional managers to -triage, investigate, and -prioritizing -fix for -recurring -defects.

Own major customer facing issues by working closely with the on-call Site Reliability Engineer, -Data Operations, -Support, Infrastructure, and Account Managers.

Work across -all -teams -in Appriss Retail -and participate in release meetings -to ensure that we can deliver our solutions in production with scale and reliability and deal with customer's product issues with urgency and care.

Manage the relationship with the help desk -and -call centers

Ensure the end-to-end process from help center to closing the ticket is smooth -with a close feedback loop.

Work with -infosec team -on compliance and security -to -comply with appropriate security standards.

Drive operational rigor, apply -and document -best practices and processes -to scale

Drive the technical culture, so every team member obsesses about -customer -experience, quality, -scale, -performance, -and supportability.

Who you are:
You -have -managed and worked -in a Software-as-a-Service -company -at scale.

You -understand -and put into practice -DevOps and -SRE principles.

You have experience supporting customer problems and communication

Ability to formulate and articulate strategy/vision and effectively drive consensus across the organization

Excellent -communications skills at all levels of the organization, including both technical and non-technical individuals

You show strong leadership -and -problem-solving -skills

You are creative and passionate -about delivering world class service to customers

Can create dashboards and metrics using Power BI -(or similar) -to drive organizational alignment and visibility from multiple sources and systems

BS in Computer Science or related field -with at least 10+ years of experience -working in -a rapidly growing -and changing -environment.

This position is open to Remote Work.
Equal Opportunity Employer - M/F/V/H

Keywords: Appriss, Louisville , Support Director, Executive , Louisville, Kentucky

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