Manager of Field Support in Durham, North Carolina at Strawbridge Studios Inc

Manager of Field Support

Location: Strawbridge Studios Inc
Type: Full-Time | Salaried | Day Shift

Strawbridge Studios is seeking a highly organized and proactive Manager of Field Support to lead and oversee our Field Support team. This role is critical in ensuring operational excellence, timely communication, and high-quality service delivery to our photography teams and clients. The ideal candidate will have strong leadership skills, a background in customer service or operations, and a passion for team development and process improvement.

The Manager of Field Support will work Monday through Friday, 8:00 AM to 5:00 PM, with occasional extended hours during peak seasons. Compensation starts at $55,000 and is based on experience.

• Supervise Field Support Coordinators, providing guidance, training, and performance evaluations.
• Develop and implement efficient workflows and communication protocols between the lab, field teams, and internal departments.
• Monitor service quality and customer satisfaction, resolving escalated issues and identifying areas for improvement.
• Collaborate with Territory Managers and department heads to align support strategies with business goals.
• Manage high-volume communication channels (email, chat, phone) and ensure timely responses to field inquiries.
• Ensure compliance with SOC 2 data security standards and promote a culture of confidentiality and integrity.

• Proven experience in team leadership, operations management, and process development
• Proficiency in Windows 10, Microsoft Office Suite (Word, Outlook, Excel), and internal platforms (DSR portal, PlicGo, Fotomerchant).
• Exceptional communication and interpersonal skills.
• Strong organizational and multitasking abilities in a fast-paced environment.
• Ability to analyze data, identify trends, and implement process improvements.
• Commitment to maintaining a respectful and positive workplace culture.

As a manager, you will be responsible for upholding and enforcing SOC 2 compliance standards across your team. This includes:
- Ensuring team members limit access to confidential information appropriately.
- Promoting secure data handling practices.
- Reporting and addressing any data security concerns promptly.

• Comprehensive insurance coverage
• 401(k) retirement plan
• Paid Time Off (PTO)
• Compensation starting at $55,000 and will be based on experience

Please submit your resume via email. No phone calls will be accepted.