Michael Redbord, on Jul 11, 2018 8:50:00 AM
Michael Redbord, on Mar 20, 2014 8:00:00 AM
Product Managers and Support Managers don't end up in the same sentence often. But in my experience, Product Managers and Support Managers actually share some similar responsibilities and tasks:
As categories of work, both Product Managers and Support Managers do all of the above, and more. Great versions of both roles share one key trait, though.
Michael Redbord, on Mar 18, 2014 8:30:00 AM
As a customer base grows and a customer service team scales with that growth, it's almost inevitable that you'll run into nasty queue dynamics at least once. A few examples of environments where work queueing can occur:
In a perfect world, a company would be staffed perfectly versus demand to deal with these constant streams of work. You'd have exactly the number of resources necessary to hit response timeframe goals on a daily/weekly/monthly basis, and all would be happy in the land of customer support. Back in reality, this is rarely the case when you're managing customer work in a fast-growth environment.