Director of Product Development & Support

VCS HR is committed to delivering innovative solutions while fostering a collaborative and inclusive workplace.

The Director of Product Development & Support provides strategic leadership for software development and support functions to ensure the delivery of high-quality products and exceptional customer experience. This role is responsible for managing the entire product lifecycle—from product planning and development through implementation, support, maintenance, and continuous improvement.

The ideal candidate is a collaborative technology leader who can balance innovation with operational excellence, driving product strategy while ensuring customer issues are resolved quickly and effectively.

Product Development

Lead the software development team in designing, developing, testing, and releasing high-quality software products.
Establish development priorities and product roadmaps aligned with business objectives.
Collaborate with executive leadership, Sales, Operations, and clients to identify product enhancements and new features.
Oversee Agile development processes, sprint planning, backlog management, and release schedules.
Ensure software meets quality, security, and scalability standards.
Drive continuous improvement initiatives to improve product performance and usability.
Evaluate emerging technologies and recommend product innovations.

Product Support

Lead the Product Support team to deliver exceptional customer service and timely issue resolution.
Develop service level objectives (SLOs) and key performance indicators (KPIs) for customer support.
Monitor customer issues, trends, and root causes to reduce recurring problems.
Partner with Development to prioritize bug fixes and product improvements.
Ensure proper escalation procedures and communication during critical customer issues.
Oversee implementation of support documentation, knowledge base articles, and training materials.

Leadership

Recruit, mentor, and develop high-performing Development and Support team members.
Conduct performance evaluations, coaching, and career development planning.
Manage departmental budgets and resource planning.
Establish measurable goals and monitor team performance.

Cross-Functional Collaboration

Partner with Product Management to prioritize feature requests.
Work closely with Sales and Client Success to understand customer needs.
Coordinate with Quality Assurance to maintain product quality standards.
Support implementations by ensuring development and support teams are aligned with customer timelines.

Qualifications

Required

Bachelor's degree in Computer Science, Information Technology, Software Engineering, or related field.
8+ years of progressive leadership experience in software development and technical support.
5+ years managing cross-functional technical teams.
Strong understanding of SaaS applications and cloud technologies.
Experience with software release management and product lifecycle management.
Excellent project management and organizational skills.
Strong analytical and problem-solving abilities.
Exceptional communication and leadership skills.

Preferred

Master's degree in Business Administration or Information Systems.
Agile, Scrum Master, or PMP certification.
Experience in workforce management, payroll, HRIS, or enterprise software solutions.

Physical Requirements

Prolonged periods working at a computer.
Ability to attend meetings and travel occasionally to customer sites or company events.

Comprehensive benefits package includes:

health
dental
vision
401(k)
paid time off
growth within VCS HR

VCS HR is an equal opportunity employer that does not discriminate on the basis of race, national origin, gender identity, sexual orientation, protected veteran status, disability, age or other legally protected status.

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