Technical Professional Services Data Manager
hace 3 semanas
**Note: This is a remote position based out of Spain**
**WHO WE ARE**
Join FPG and become part of a dynamic team dedicated to elevating service and revenue excellence. With over 30 years of expertise, we’ve perfected the art and science of optimizing frontline performance. The unique artistry of our inspiring FPG team with the cutting-edge science of our proprietary technology, IN-Gauge - we have set the benchmark in technology and training. Our global footprint extends across world-renowned brands in the hospitality and automotive industries, spanning more than 100 countries and boasting over 60,000 app users.
At FPG, we’re committed to unlocking the full potential of individuals and transforming the frontline role. Our culture is built on empowerment, passion, and continuous growth. When you join us, you’re not just a part of a company - you’re joining a movement that believes in the potential of people and their ability to make a difference. Experience a fulfilling career with us, where your aspirations meet opportunities.
**WHO YOU ARE**
An experienced and strategic leader with** over 6 years of expertise in data management. **or a related field. Your passion lies in driving product improvement using automation and enhancing customer experiences through data-driven decisions. You possess a solid understanding of and real experience with data management, including extraction, transformation, processing, reconciliation, and lineage. You are adept at providing scalable solutions to complex data challenges.
**WHAT YOU WILL DO**
As the Technical Professional Services Data Manager, you play a critical role in managing the technical support framework with a strong emphasis on data-related inquiries, which constitute 90% of our support tickets. Your role is crucial in managing and resolving complex data issues and driving data management excellence within the organization.
**HOW YOU WILL DO IT**
- ** Technical Expertise**:
- Maintain high technical proficiency in data management, with a deep understanding of data flow, extraction, processing, loading techniques, and data reconciliation and lineage.
- Possess a strong grasp of customer source data, data flow processes, data stores, and external entities to provide effective technical support and recommendations.
- Develop scalable solutions to data challenges, ensuring the Tech Support team is well-equipped to handle data-centric customer inquiries.
- Foster a strong understanding of cloud systems, with particular emphasis on AWS managed services.
- ** Management & Oversight**:
- Lead Tier 2, and Tier 3 support, focusing primarily on data-related support tickets.
- Measure the success of the team in real-time. Consistent and focused feedback should be provided, paying attention to the expectations and skillsets required for each team member they lead.
- Implement and oversee daily checks of support queues, emphasizing data issue resolution according to the Tech Support Framework.
- ** Leadership and Culture**:
- Cultivate a culture of continuous learning and development, with a particular emphasis on enhancing data management skills.
- ** Project Management**:
- ** Senior Stakeholder Reporting**:
- Regularly report to senior stakeholders, providing insights and updates on the status of data management initiatives, challenges, and achievements. This includes crafting detailed reports and presentations that highlight key data metrics, project progress, and impact on customer satisfaction and operational efficiency.
- ** Resource Management**:
- Adjust resource allocation dynamically to manage the high volume of data-related inquiries effectively.
- ** Escalation Handling**:
- Daily monitorization of the escalated tickets to ensure providing expert-level support to ensure prompt and effective resolution.
- Lead escalation calls with internal and external stakeholders, ensuring data issues are addressed promptly and efficiently. This involves initiating and conducting escalation meetings to tackle Priority One challenges and facilitating effective communication and solution-finding with stakeholders across different levels and functions.
- ** Root Cause Analysis**:
- Investigating the underlying causes of recurrent data problems to prevent recurrence and improve data quality.
- ** Prevent Recurrence**:
- Addressing recurrent data-related issues to provide long term solutions.
- ** Performance & Quality**:
- Ensure rigorous quality control standards for all support tickets, with a special focus on data integrity and accuracy.
**QUALIFICATIONS**
- Over 5 years of experience in a data management role, with significant leadership responsibilities.
- Solid understanding and real experience in data management, including data extraction, transformation, processing, reconciliation, and lineage.
- Experience providing scalable solutions to complex data challenges.
- Engineering mindset with critical thinking skills.
- Strong problem-solving and analyti
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