Digital Application Support Manager

The Digital Application Support Manager plays a key role in developing and executing customer support strategies, collaborating with our Managed Service partner to address complex issues, and working to identify areas for improvement.  This role is responsible for ensuring the success of the Digital Consumer Channels Support Team which includes on- and offshore team members. This role acts as liaison between Raising Cane’s and our Managed Service partner. The Service Delivery Manager is responsible for overseeing this team, managing the relationship, ensuring timely and effective assistance by managing daily operations, resolving escalated issues, implementing strategies to improve customer satisfaction, and monitoring team performance to maintain high service standards.Your Impact and Responsibilities:Holds the Managed Service partner team accountable to deliver against the agreed SOW and SLAs, while also assigning tasks, providing feedback, and conducting reviewsMonitors customer interactions, identifies and resolves escalated issues, ensures timely response to inquiries, and actively works to maintain high customer satisfaction levelsOversees daily operations of the customer support team which includes managing ticket queues, tracking key performance metrics, and identifying areas for improvementConducts audits on incident progress, closure and backlogs, proper assignment, recurring issues, RCA, problem changes/CRs, communication on releases and problem ticket closure and the tools used (JIRA)Demonstrates initiative and a proactive approach to daily tasks, automation, continuous service improvement and alert fine tuningAnalyzes customer feedback data to identify trends and areas for improvement, reports key metrics to management, and implements necessary changesOwns the escalation process, managing major incidents to ensure coordination of resolving parties, effective communication with stakeholders and incident reviewContributes to the development of customer support strategies, including process improvement initiatives and potential new support channelsMonitors, controls and supports service delivery ensuring systems, methodologies and procedures are in place and followedMonitors customer service interactions to ensure adherence to quality standards and company policyEnsures future demand from growth and projects is understood and factored into capacity plans for all associated systemsDrives internal and third-party service review meetings covering performance, service improvements, quality and processes