Manager, Product Analysis & Support - (Hybrid)

American Homes 4 Rent - Las Vegas, NV

Full-time - Manager

Las Vegas, NV

Real Estate

About the position

The Manager, Product Analysis & Support is responsible for overseeing the analysis and support functions for the company's platform products. This role involves managing a team to ensure high levels of customer satisfaction while leveraging data analytics to drive product improvements and strategic decisions.

Responsibilities

• Lead and manage a team to provide exceptional customer service.
• Develop and implement support processes and best practices to ensure timely resolution of customer issues.
• Monitor support metrics and KPIs to assess team performance and identify areas for improvement.
• Collaborate with team to address recurring issues and enhance product quality.
• Recruit, train, and mentor team members to build a high-performing team.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a collaborative and positive work environment that encourages continuous learning and improvement.
• Set clear goals and expectations and ensure alignment with organizational objectives.
• Oversee the collection, analysis, and interpretation of product data to inform business decisions.
• Develop and maintain dashboards and reports to track product performance and customer satisfaction.
• Provide insights and recommendations based on data analysis to drive product enhancements and strategic initiatives.
• Ensure data integrity and accuracy in all analytics activities.
• Serve as the escalation point of contact for stakeholders regarding product analysis and support.
• Communicate trends, insights, and recommendations to senior management and other relevant teams.
• Collaborate with cross-functional teams to ensure alignment and effective communication of analysis and support initiatives.

Requirements

• Bachelor's degree in business, marketing, economics, statistics, or a related field, or an equivalent combination of education and experience required.
• Minimum five (5) years of experience in a product analysis and/or product support leadership position.
• Experience in the tech or software industry preferred.
• Familiarity with Agile development methodologies preferred.
• Strong leadership and team management skills required.
• Knowledge of statistical analysis and data visualization techniques preferred.
• Ability to work collaboratively in a team environment required.
• Market research methodologies and best practices.
• Data analysis techniques and statistical methods.
• Industry trends and best practices.
• Customer behavior and feedback collection methods.
• Strong analytical and data interpretation skills.
• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau).
• Project management and multitasking.

Nice-to-haves

• Experience in the tech or software industry preferred.
• Familiarity with Agile development methodologies preferred.
• Knowledge of statistical analysis and data visualization techniques preferred.

Benefits

• People-first culture of trust, belonging, and inclusion.
• Opportunities for collaboration and initiative.