The VP, product support will be responsible for defining and delivering the product support model at Choreograph. This role will report to the SVP, Product Deployment & Enablement and work closely with the product & engineering teams and the deployment and enablement teams globally and regionally to ensure a consistent and positive customer experience across regions within GroupM. You will lead a team of specialists responsible for delivering 1st and 2nd line customer support for Choreograph products. You will also oversee 3rd line support, working with product & engineering experts in the product pillars (Insights & Planning, Activation, Reporting & Analytics). The work you do will ensure a consistent and high quality experience for end users. You relentlessly pursue standards for efficient and effective stakeholder interactions, that will delight our clients, agency staff, our regions, GroupM and other functions within Choreograph.,

• Define and lead the strategic and operational product support model at Choreograph. This includes evolving the numerous existing approaches to product support into a single, unified, consistent approach operating in a 24/5 environment across the globe.
• Define and implement a model which supports users across all markets and regions (APAC, EMEA, Americas) and is based around appropriate SLAs, OLAs and tooling.
• Ensure alignment and clarity on the hand-off points between the WPP IT Service Desk (i.e, "the Help Desk"), WPP Open, support teams in GroupM and choreograph product support.
Product Support Delivery
• Direct and guide the team responsible for delivering 1st and 2nd line customer support for choreograph products, triaging issues and resolving product and technical issues in a timely and customer focused manner.
• Oversee 3rd level support (which will be delivered through the product and engineering teams), ensure processes, communications, SLAs are uniform across the team and the support experience is consistent and effective.
• Ensure a focus on the needs and experience of the end user community across GroupM, in the agencies and in clients remains at the core of the support team's efforts.
GroupM/WPP Alignment & Stakeholder Management
• Work collaboratively with broader GroupM and WPP support functions such as WPP Open and WPP IT. Establish clear processes for hand off of issues and ensure consistency and alignment.
• Build and maintain strong relationships with key stakeholders across choreograph both globally and regionally.
Measurement, KPIs & Process Improvement
• Measure and monitor compliance with service level agreements (SLAs) and other performance metrics related to product support.
• Monitor and analyse support metrics to identify areas for improvement and optimize support strategies.
• Analyse customer feedback and usage data to identify trends and opportunities for improvement.
Team Leadership
• Build, lead and inspire an experienced team of 1st and 2nd level support specialists and associated staff to achieve choreograph Product and Engineering goals and objectives across multiple regions and time zones.
• Foster a positive and collaborative team culture, encouraging open communication and mutual respect.
• Provide direction and support to team members, facilitating growth both personally and professionally.
• Delegate tasks effectively, leveraging the strengths of team members.
• Set clear expectations and goals in line with the company's vision and strategy.
• Monitor and evaluate team performance, providing regular feedback and coaching to enhance individual and collective effectiveness.
• Steward the behaviours and ethos through communications, ways of working and building team community.
• Participate in diversity & inclusion initiatives, ensuring they are central to the team ways of working.
• Implement best practice in team management and people development in partnership with HR.
• Partner with HR and VP, Team Operations in Product & Deployment to monitor core health metrics for the overall team and participate actively in the rhythm of business for both review and reporting.
  
  A senior support leader with a track record of creating and delivering successful support strategies globally and regionally.
• Customer-focused and committed to creating and running a well-structured, efficient and effective product support organisation that is tailored towards our diverse range of products and our local regions and markets.
• Comfortable managing a broad, complex and rapidly changing landscape, identifying challenges before they develop and pivoting resources and priorities to keep on track.
• An excellent communicator and storyteller with highly developed stakeholder management and influencing skills. You apply these across a broad range of roles from C-suite and ExCo level sponsors to product owners, architects, engineers, data scientists.
• Data driven using data to make informed decisions based on market trends, customer behaviour, and other relevant metrics.
• Well versed in media planning & buying and the products used. You also have a good understanding of client and media agency ways of working.
• An excellent listener who can balance multiple perspectives on opportunities, challenges and requirements and translate into action.
• A commercial thinker who keeps business and profitability goals develop the best ways of working., Proven experience in a product support leadership role, with responsibility for multiple products in a multi-geographical environment. Has demonstrated success in implementing standardised frameworks and processes.
• A deep understanding of customer needs and expectations which are used to develop product support strategies and processes that drive customer satisfaction and retention.
• Solid understanding of the product development lifecycle and deployment & enablement processes, and where support is part of this.
• Deep understanding of digital product. Ideally a depth of knowledge of the products within the choreograph product set. Desirable to have a good depth of knowledge of media planning & buying landscape, agency ways of working and clients.
• A skilled problem solver with an analytical mindset and the ability to analyse data and make informed decisions.
• Ability to influence and align cross-functional, highly matrixed, multi-geographical teams.
• A strong and flexible work ethic; able to work under pressure and juggle multiple responsibilities to meet deadlines and deliver results.
• Highly effective communication and interpersonal abilities.
• Strategic thinker with the ability to translate strategic goals into plans and actionable training objectives.
  
  At Choreograph, we deliver data-driven products and solutions that make advertising work better for people.
Choreograph, an affiliate of GroupM, is a global data products and technology company, purpose-built for an era that demands a new approach to data management, usage, and brand growth. Data is the fuel that powers growth. The companies who best leverage data are creating unbeatable advantages over their competitors while simultaneously connecting with customers more effectively. Our goal is to help future-focused businesses use their data in ways that meet savvy customers' expectations while building trust and understanding., Choreograph is WPP's global data products and technology company fueling growth for the world's most admired brands. Discover more about Choreograph at www.choreograph.com