Senior Manager, Dedicated Product Support

Bullhorn is a company focused on creating an incredible customer experience through high-quality products and services. They are seeking a Senior Manager of Dedicated Product Support to lead a specialized team, manage high-impact escalations, and drive continuous improvement for strategic enterprise customers.

Responsibilities:

• Take personal ownership of high-impact escalations, driving resolution with urgency and clear stakeholder communication
• Lead difficult customer conversations with composure, setting realistic expectations while maintaining trust
• Exercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions
• Hold the team to a high standard of backlog hygiene and case progression across all assigned accounts
• Partner with Support Operations to ensure coverage, capacity, and process efficiency
• Proactively identify trends affecting customer experience and drive improvements before they become escalations
• Lead cross-functional engagement with Product, Engineering, Customer Success, and Services to resolve complex customer issues
• Advocate assertively for customer needs and influence prioritization decisions at the program level
• Drive continuous improvement of the dedicated support model, bringing a point of view on what should change and why

Requirements:

• 5-7+ years of experience in Product Support, Technical Support, or Customer Experience
• Proven experience handling high-severity escalations and executive level customer-facing situations
• Strong executive presence with the ability to lead customer conversations confidently
• Exceptional verbal and written communication skills
• Working knowledge of enterprise SaaS solutions and the ability to quickly understand customer environments, business models, and industry context (staffing industry experience preferred)
• Demonstrated ability to make decisions quickly in high-pressure environments
• 2–4+ years of people management experience preferred
• Experience supporting enterprise or strategic customers is strongly preferred
• Staffing industry experience
• Experience in the SaaS industry or with cloud-based software solutions
• Interest and/or understanding of AI