As Support Project Manager you will report into the Digital Delivery Lead. You will be working in our digital team, managing our Support Pod and coordinating with third-party vendors to ensure smooth operation of our digital platforms. You will oversee the entire support ticket lifecycle, handling requests from Clubs and Members, while maintaining best-in-class digital experiences across our app and website.
As Support Project Manager you will be required to:
- Lead and manage the Support Pod, establishing efficient processes for handling support tickets from Clubs and Members
- Manage a comprehensive support ticket management system with clear prioritization and resolution workflows
- Build and maintain relationships with third-party vendors and suppliers to ensure timely resolution of technical issues
- Monitor support metrics and KPIs to continuously improve response times and resolution rates
- Triage incoming support requests and escalate critical issues to appropriate teams
- Create and maintain documentation for common support issues and resolution processes
- Identify recurring support issues and work with development teams to implement permanent fixes
- Collaborate with IT and Digital App Support teams to proactively address potential platform issues before they affect members
- Manage vendor contracts and service level agreements to ensure quality support delivery
- Coordinate regular reviews with suppliers to evaluate performance and identify improvement opportunities
- Contribute to the delivery of digital products across David Lloyd Clubs, ensuring support considerations are integrated into new features
- Work closely with other teams within the business to align support initiatives with broader company objectives
- Act as the primary liaison between support vendors and internal stakeholders
- Keep up to date with support technology trends and implement best practices across the support ecosystem
What skills, qualifications and experience do you need?:
- Degree in relevant area or project/product management qualification
- Proven experience managing support operations and ticket systems
- Strong understanding of support metrics and KPIs (response time, resolution time, customer satisfaction)
- Experience managing vendor relationships and third-party support teams
- Working experience with digital membership and booking systems
- Ability to utilize various project management and support ticket software tools
- Possess experience and good understanding of agile/scrum methodology, QA, system development, content development, usability, design, requirement definition, and digital strategies
- Familiarity with content management systems and support knowledge bases
- Strong analytical skills in interpreting support data and identifying improvement opportunities
- Ability to make data-based strategic decisions to enhance support operations
- Experience in communication, relationship building, and supplier management
- Possess excellent leadership qualities with a focus on support team development
