Job Title : Technical Solutions Manager - Web Development
Location : Bangalore, India
Shift Time : 9 : 00 PM To 6 : 00 AM
Job Description :
As Technical Solutions Manager - Web Development, you will have the responsibility for leading a highly skilled team of customer facing web developers and support personnel who deliver 24x7 Web development and Support to Milestone's customers globally.
You will work closely with the Senior Management, Engineering, Sales, Customer Success and COE teams to ensure that Milestone is delivering overall superior Website modification, enhancements and technical / marketing support.
The candidate will be able to hire, motivate, develop and retain quality customer facing web developers; build and ensure adherence to processes;
leverage systems and tools to drive productivity; and leverage metrics to improve performance of the team.
Primary Responsibilities :
Provide superior website design, modification, enhancements and technical / marketing support and service to the Milestone's customer base
Lead a multi-tiered, 24x7 support function to customers globally
Manage and develop the team, including hiring, motivation, professional development, and retention
Identify and facilitate training programs which will improve product knowledge, technical / marketing skills and customer handling skills of team members
Design, develop and implement processes, systems, and technology to operationalize and improve the Web development and Support function.
Hands-on experience in web development where the candidate is expected to technically guide the team with their web development experience.
Define, track and improve operational metrics for effective operations
Handle customer and internal escalations and deal personally with difficult customer issues
Work with Milestone's customer success managers and engineering team to identify and prioritize issues and enhancements which need to be taken up by the Product Team
Feed - Product Intelligence- and - Customer Intelligence- to the product team and the customer success teams
Required Skills / Experience :
8+ years of experience in web development, production and support, with a minimum of 3 years in direct people management
Good knowledge of SDLC and associated tools
Experience in handling international customers especially in North America
Expertise in developing processes that help deliver high quality web production and support to customers in an effective and efficient manner
Excellent understanding of metrics to measure and improve the effectiveness of a high volume support organization
Ability to understand the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues
Familiarity with CRM or incident tracking and management systems
Track record of accomplishment and effectiveness within organizations
Good communication and interpersonal skills
Bachelor's degree in Technology, preferably Computer Science
Preferred Knowledge, Skills, Abilities, And Background :
Exposure to digital marketing is highly desired
Exposure to creative web design and user experience is a plus
Understanding of SEO and Content Management Systems is desirable
Experience in a start-up company or organization of a multi-national marketing or marketing technology product company
Experience building a team from scratch or leading transformational changes in a customer facing organization
Highly energetic, with a passion for helping customers
Multitasker with willingness to 'roll up sleeves' and do whatever it takes to achieve desired results
Strong people leadership skills who can inspire confidence in team
Analytical problem solver with critical thinking capability
About Milestone Inc
For over 20 years, Milestone has been a leading provider of digital marketing software and services for location-based businesses.
Over 2,000 companies in Hospitality, Retail, Financial Services and Automotive industries rely on Milestone to power their digital marketing strategies.
Milestone has garnered over 500 awards, has been short listed 3 consecutive years for the US Search awards and won Search Engine Land's prestigious "Best overall SEO-SEM campaign" in 2018.
Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of Silicon Valley Business Journal's fastest growing companies and an Inc. 5,000 company.
Top Reasons to work for Milestone :
Work in an innovative digital marketing software + services organization
Great place to learn with phenomenal growth opportunity
Stable and rapidly growing company
Opportunity to work with a fun, amazing and talented team
Great benefits - Mediclaim and paid holidays (per year)
Exciting and innovative work environment
Employee referral incentive program