Customer Service Product Readiness Team Lead

Overview

Ready to lead with impact? Join us as a Customer Service Team Lead, where you’ll guide a team of Product Readiness Specialists in preparing operational requirements for product and program launches. You’ll play a key role in shaping the customer experience by collaborating across departments to ensure smooth, successful releases.

We’re looking for a driven leader with sharp communication skills, strong organizational instincts, and a passion for team building. If you thrive in fast-paced environments and love turning complexity into clarity for customers, this is your opportunity to make a difference.

Responsibilities

• Team Leadership & Development: Build a high-performing team through coaching, goal setting, feedback, and career growth planning

• Operational Oversight: Manage daily operations, ensuring timely, accurate responses and balanced workload distribution across the team

• Strategic Problem Solving & Escalation Management: Guide the team through complex issues and serve as the escalation point for critical matters

• Cross-Functional Collaboration: Represent Customer Service in cross-functional initiatives and ensure alignment with operational standards

• Training & Knowledge Enablement: Maintain accurate documentation, lead product training, and support team readiness through accessible resources

• Product & Program Readiness Management: Oversee release planning, testing, material validation, and contribute to quoting and issue resolution as needed

Requirements

• 5+ years of professional experience in a similar position, supporting similar responsibilities

• Demonstrated leadership capabilities with sound judgment and effective decision-making skills

• Highly team-oriented with a strong commitment to achieving shared goals and driving collective success

• Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support

• Strong analytical and problem-solving skills with the ability to troubleshoot complex scenarios

• Bachelor’s degree in business or related field

Recommended Qualifications

• Proficiency in Microsoft Excel (intermediate level)

• Experience in project management, including planning, coordinating, and executing initiatives across teams

• Familiarity with Agile or other methodologies is a plus

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Total Rewards

Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the base salary range is
$69,680—$84,760 USD

The Company

At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.

If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email [email protected] and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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