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Product Support & Operations Manager
ZAGG Inc
·
3.5
Shannon, County Clare
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Job details

Pay information not provided
Shannon, County Clare

Full job description

Z

ZAGG is a global leader in accessories and technologies that empower mobile lifestyles. The Company has an award winning product portfolio that includes screen protection, mobile keyboards, power management solutions and social tech sold under the ZAGG® and, mophie® brands.

ZAGG operates its international business from Shannon, Ireland with additional offices in the United States and China. ZAGG products are available globally at leading retailers including Apple, Currys, 3UK, Select, Orange, Verizon, Elkjop, and Amazon. For more information, please visit the company’s websites at www.zagg.com and follow us on Instagram, TikTok and LinkedIn.

ZAGG is an equal opportunities employer.

Position Title: Product Support & Operations Manager

Location: Shannon

Classification: Permanent

Reporting to: Senior Product Manager

Position Summary:

Due to continuous growth, ZAGG International are seeking an energetic, confident, and motivated Product Support & Operations Manager to join our team. Reporting to the Senior Product Manager, this role will drive the operational performance of our product and service offering, owning customer care operations, machine diagnostics and replacement, process improvement projects, the operational rollout of new software and services, and training initiatives. The successful candidate will work cross-functionally with internal teams, external partners, and field representatives to ensure operational excellence and continuous improvement across our product portfolio.

Key Responsibilities:

Customer Care Operations:

  • Support the management and resolution of customer support tickets through Intercom and Zendesk, ensuring timely and effective responses.
  • Produce regular reporting on Intercom and Zendesk ticket activity, drive the customer care performance against clearly defined KPIs, and identify trends or recurring issues to inform continuous improvement. Continuous system development is championed.
  • Proactively monitor reporting dashboards to identify inactive ("null") or underperforming stores and investigate the root cause of any issues.
  • Liaise with Brand Ambassadors and retail stores to determine whether technical issues can be resolved remotely, through a site visit or require machine replacement.
  • Provide technical support and troubleshooting assistance to Brand Ambassadors in the field.

Machine Diagnostics & Replacement Operations:

  • Act as the escalation point for our field team cases that cannot be resolved remotely, assess the most appropriate course of action, and manage machine replacement and collection where required.
  • Critically review the process of machine collection at stores and work towards an improved process with focus on cost reduction and smoother store experience.
  • Manage the replacement and refurbished machine process with the Warehouse, providing clear reporting on open issues for communication back to the factory.

Process Improvement & Rollout Management:

  • Lead process improvement projects across the product function, reviewing current workflows, reducing reliance on individual team members, and implementing scalable, well-documented processes.
  • Drive the operational management of new software and service development rollouts, from readiness planning and stakeholder coordination through to go-live, adoption, and post-launch review.
  • Monitor upcoming device launches from key manufacturers and coordinate with the China team and manufacturing partners to secure specifications in advance of release, ensuring new devices are supported at launch.
  • Analyse reporting portal data, such as store device searches that do not return a result, to identify gaps in the product offering and drive corrective action.

Training & E-Learning:

Own the creation and management of e-learning content for:
    • Any new product launches
    • Issue management in field (training required to manage the issue)
    • Day to day training in store - On Boarding & Elevating Skills content.

Please note that areas of responsibility may vary, change and/or develop dependent on the business requirements of ZAGG.

The Ideal candidate will have:

  • Bachelor’s degree or equivalent work experience in relevant areas like Business, Operations, Product Management, Product Development or Engineering is essential.
  • Previous experience in product operations, operations management or product management; consumer products industry experience highly preferred.
  • Proven experience leading process improvement projects or supporting the rollout of new systems or services.
  • Experience in a customer-facing technical support role; familiarity with ticketing platforms such as Intercom or Zendesk is an advantage.
  • Must be a self-starter and be comfortable working autonomously.
  • Comfortable working in a fast-paced international environment and ability to forge strong working relationships across all levels of the organization.
  • Effective oral and written communication skills
  • Must be adaptive and flexible to changing priorities, demands, and timelines.
  • Strong analytical skills and proficiency in Excel, Word and PowerPoint, with experience using reporting dashboards to track KPIs.
  • A meticulous eye for detail with excellent organisation and communication skills.
  • Ability to collaborate effectively in a team environment.
  • Ability to adapt and change with the business needs.
  • Additional language skills (Desirable).
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