Customer Service Product Readiness Team Lead

EsriRedlands, California

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Overview

Schedule

Alternate-schedule

Full-time

Career level

Director

Remote

On-site

Benefits

Career Development

Job Description

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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FAQs About Customer Service Product Readiness Team Lead Jobs at Esri

What is the work location for this position at Esri?

This job at Esri is located in Redlands, California, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Esri?

Employer has not shared pay details for this role.

What employment applies to this position at Esri?

Esri lists this position under the following employment categories:

Alternate-schedule
Full-time

What experience level is required for this role at Esri?

Esri is looking for a candidate with "Director" experience level.

What benefits are offered by Esri for this role?

Esri offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Esri?

You can apply for this role at Esri either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.