Director Product Support

The Director Product Support at Visual Comfort & Co. will lead the communication of product, quality, and overall feedback between various teams. This role requires a strong lighting background and will collaborate with the Product Development, Operations, Quality, Purchasing, Training, Service, and Product Support teams. The Director will integrate product feedback, work on enhancements to the customer experience, and bring structure to product support teams, unifying them to ensure a seamless and knowledgeable customer interaction.

Responsibilities

• Relay product feedback from consumers to the business to ensure continuous improvement and brand enhancement.
• Work closely with all departments to provide feedback and initiate strategies to address opportunities.
• Identify and report business gaps related to products, systems, or personnel, with timelines for solutions and impact analysis to aid in prioritization.
• Enhance product knowledge across all teams to ensure a knowledgeable customer experience when interacting with our lighting brand.
• Collaborate with Product Support and Quality teams to gather feedback, address common product issues, and share insights for continuous improvement.
• Work with Executive Product Team leaders to ensure new product launches and updates are accurately and timely communicated within the organization.
• Provide feedback on customer desires for products and partner with Product Development to incorporate this information.
• Ensure accurate and relevant product information is displayed on our ecommerce and knowledge base platforms using lighting product knowledge.
• Other duties and tasks as assigned.

Requirements:

• 5+ years of prior team management/leadership experience.
• Bachelor’s degree required.
• Ability to maintain a professional demeanor and handle confidential and sensitive information appropriately.
• Exceptional organizational and time management skills with a strong attention to detail.
• Strong interpersonal skills with the ability to work well with a wide variety of people and forge mutually beneficial relationships.
• Must demonstrate maturity in judgment and commitment and be available to work a flexible schedule including weekends, early mornings, and late evenings.
• Excellent verbal and written communication skills, with the ability to interact with all levels of management.

We Provide:

• Competitive Compensation Package
•  The company provided Life Insurance and Short-Term Disability.
•  401(k) Employer Match.
• Paid Time Off Programs
• Comprehensive Benefits Package.
• Team Member discounts on Visual Comfort Products.
• Closed on all major holidays 

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