Role Overview
McAfee is looking for a customer-focused, data-driven Product Supportability Manager.
The role will partner with Support, Product Management, Engineering, and Marketing to build a customer-centric product experience focusing on user flow optimization and self-service. Outcomes include higher customer satisfaction and reduced impact during installation, activation, setup, and use of McAfee products and services. Additionally, the role will ensure agents and tools are ready to support new releases as they are delivered to customers.
This is a remote position in India. We will only consider candidates currently in India and are not offering relocation assistance at this time.
About The Role
- Identifies and communicates areas of improvements in client experience to enhance products and services.
- Serves as customer advocate and recommends by implementing client feedback that influences and supports business decisions.
- Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.
- Use expertise in quantitative and qualitative analysis, and data mining to gain insights into customer friction points.
- Gain a comprehensive understanding of internal systems, processes, and tools to evaluate the impact of new products and services on support.
- Collaborate with Training and Knowledgebase teams to ensure agents and content are prepared for new product releases.
About You
- Over 5 years of progressive experience in customer or technical support, demonstrating responsibility and growth in the field.
- Ability to lead projects effectively, leveraging data presentation, collaboration, and organizational skills to drive outcomes.
- Comfortable working with diverse teams and leaders, contributing to shared goals and cross-departmental projects.
- Proven experience in data analysis or similar roles for at least 2 years, with expertise in Microsoft Excel (including pivot tables and macros) and SQL (writing complex queries).
- Effective communicator who can explain technical information to non-technical stakeholders, with a proactive approach and ability to work both independently and in a fast-paced environment.
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
Company Benefits And Perks
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
