Manager Product Support

Job Description

Role Description

Manages a team of multidisciplinary analysts/specialists and supervisors across one or multiple locations, providing 24/7 support to hotel customers in the use of Sabre solutions in a high-availability environment, ensuring a seamless and consistent level of service through the different reporting channels made available: telephone, email and online tools.

Responsibilities:

• Responsible for the coaching, development and mentoring of supervisors and team leads in the effective execution of their roles and the on-going stability of the operation
• Oversees and is responsible for team and solution performance metrics against pre-defined KPIs
• Ensures the identification of operational trends and behaviors that can lead to appropriate resolution of current issues and mitigation or prevention of future occurrences
• Responsible for setting and achieving departmental goals, objectives and KPI’s
• Develops and executes strategic plans for meeting organizational and team objectives  
• Plans and implements procedures and systems to maximize operational effectiveness and efficiency
• Responsible for analyzing operational demands and determining staff requirements
• Applies advanced skills and concepts to oversee large, complex projects
• Provides effective direction and communication of goals, initiatives and performance
• Formulates organizational and business unit policies and practices, in alignment and compliance with Sabre’s standard practices and values.
• Ability to work in a matrixed environment, supporting regional organizations as well as multiple global offices.
• Ability to interface with customers in a variety of settings and situations, ensuring a continued healthy operational and commercial relationship
• Fosters the continued enhancement of supervisor and team skills to promote career growth and personal development.
• Establishes and fosters a culture of teamwork and cooperation based on Sabre’s Values
• Seeks out areas of operational and service improvement, determining right resource engagement model and applicable
• Works with Human Resources to ensure adherence to and formulation of local Sabre policies.
• Performs effective in a variety of formal presentation settings: one-on-one, medium or large-size groups, with peers, direct reports, direct managers and senior leaders

Job Requirements

• Excellent level of spoken and written English
• Analytical mindset and open to work under pressure with demanding deadlines
• Sense of urgency
• Prior management and leadership experience in operational environments
• Good knowledge of Microsoft office and related systems and potentially other advanced tools
• Excellent communication and interpersonal skills