We are seeking an accomplished and dynamic National Product Support Manager to join our team. In this role, you will play a critical part in driving operational excellence and supporting the CVS product line across all levels of the organization, contributing to our ongoing success and strategic goals. As part of the Cash and Vault Services (CVS) Team you will provide expertise and guidance in product-related processes and procedures, ensuring policies, workflows, and reporting standards are established and maintained. Acting as a key liaison in a matrix environment, the incumbent collaborates with Sales, Field Support, and Operations teams to meet product objectives and deliver superior customer experiences. Core responsibilities include training and creating documentation for customer implementations and internal startups, managing process improvement initiatives, and serving as the escalation point for product support issues. The position also focuses on developing KPIs, analyzing quality data, and implementing corrective actions to improve performance, reduce costs, and enhance customer satisfaction.
Key Responsibilities:
Provide expert guidance on operational processes and procedures for the CVS product line
Drive quality initiatives and ensure compliance with established policies, workflows, and reporting standards
Partner with Sales and Field Operations to manage customer expectations and deliver seamless support
Develop and refine KPIs and quality assurance measures to monitor and improve performance
Act as a product consultant and escalation point for operational support issues
Share best practices through documentation, training, and knowledge transfer across teams and customers
Conduct operational training for CVS Operations and Field Support staff
Analyze performance and quality data to identify opportunities for improvement and implement corrective actions
Lead process improvement projects aimed at reducing costs, improving cycle times, increasing profitability, and enhancing customer satisfaction
Manage projects from initiation to completion, ensuring timely delivery and alignment with business objectives
Qualifications:
High School Diploma or GED
Minimum of 3 years project management experience
Minimum of 2 years experience with MS-Office tools: Word, Excel, PowerPoint and Project
Strong communication, cross-functional collaboration, and project management skills
Travel as required to support operations and customer needs; up to 50% travel
This position is remote with travel requirements to support operations across North Carolina, South Carolina, Georgia, Alabama, and Florida.
Preferred Qualifications:
Knowledge of process improvement methodologies (Six Sigma, Lean).
Strong attention to detail and organizational skills.
Ability to work independently and manage competing priorities in a fast-paced environment.
Proven track record of maintaining standards and integrity.
Experience in vault operations and understanding of the armored car business.
Demonstrated leadership in operations, product support, or customer support environments.
Bachelor's degree in Business, Engineering or related field.
