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Esri · 3 days ago

Customer Service Product Readiness Team Lead

Redlands, CA

Full-time

Onsite

Mid, Senior Level

$70K/yr - $85K/yr

5+ years exp

Esri is a company dedicated to creating positive global change through GIS technology. They are seeking a Customer Service Team Lead to guide a team of Product Readiness Specialists in preparing operational requirements for product and program launches, ensuring a smooth customer experience through cross-department collaboration.

3D TechnologyAnalyticsBig DataCivicTechData VisualizationInternet of ThingsMapping ServicesRemote SensingSoftware

Culture & Values

H1B Sponsor Likely

Responsibilities

Team Leadership & Development: Build a high-performing team through coaching, goal setting, feedback, and career growth planning

Operational Oversight: Manage daily operations, ensuring timely, accurate responses and balanced workload distribution across the team

Strategic Problem Solving & Escalation Management: Guide the team through complex issues and serve as the escalation point for critical matters

Cross-Functional Collaboration: Represent Customer Service in cross-functional initiatives and ensure alignment with operational standards

Training & Knowledge Enablement: Maintain accurate documentation, lead product training, and support team readiness through accessible resources

Product & Program Readiness Management: Oversee release planning, testing, material validation, and contribute to quoting and issue resolution as needed

Qualification

Analytical skillsLeadershipMicrosoft ExcelProject managementAgile methodologiesTeam-orientedProblem-solvingCommunication skillsFlexibility

Required

5+ years of professional experience in a similar position, supporting similar responsibilities

Demonstrated leadership capabilities with sound judgment and effective decision-making skills

Highly team-oriented with a strong commitment to achieving shared goals and driving collective success

Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support

Strong analytical and problem-solving skills with the ability to troubleshoot complex scenarios

Bachelor's degree in business or related field

Preferred

Proficiency in Microsoft Excel (intermediate level)

Experience in project management, including planning, coordinating, and executing initiatives across teams

Familiarity with Agile or other methodologies is a plus

Benefits

Medical, dental, vision, basic and supplemental life insurance for employees (and their families)

401(k) and profit-sharing programs

Minimum accrual of 80 hours of vacation leave

Twelve paid holidays throughout the calendar year

Opportunities for personal and professional growth

Company

Esri

Glassdoor4.1

Esri is a software company that devolops geographic information system software, location intelligence, and mapping.

Founded in 1969

Redlands, California, USA

5001-10000 employees

https://www.esri.com

H1B Sponsorship

Esri has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (1)

2022 (5)