Product Support Manager

At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you.

The Product Support Manager leads the Fraud and iPay training teams and oversees the onboarding and development of their respective Product Support Representatives (PSRs) throughout the Foundational Learning training experience. This position also oversees both the Fraud and iPay training programs, ensuring training materials and resources are accurate, current, and maintained to support successful learning outcomes.

This position will work Monday through Friday, with specific hours agreed upon with the hiring manager at the offer stage. Occasional weekend availability may be required based on business needs.

This position may be worked remotely within the United States, with the exception of California.

What you'll be responsible for:

• Onboards and manages associates joining the Fraud and iPay Contact Centers.
• Leads the Fraud and iPay trainers and training programs, ensuring training materials and resources remain accurate and up to date.
• Plans and coordinates training classes in partnership with CCC partners and ensures all onboarding items are completed.
• Completes quarterly check-ins, including mid-year check-ins and annual performance assessments.
• Creates and maintains required HCM entries for associates on their team.
• Maintains working knowledge of multiple platforms (FDWC, QuickAssist, Bill Pay Support, etc.) to effectively support trainers and associates throughout the training experience.
• Communicates company policies, procedures, expectations, and best practices to the team.
• Partners with others to promote consistency across training programs, the broader Shared Services team, and production leadership.
• Manages and forecasts monthly team expenses to support budget planning.
• May perform other job duties as assigned.

What you'll need to have:

• Minimum of 7 years of customer service experience.
• Previous leadership or training experience required.

What would be nice for you to have:

• Previous Fraud and/or iPay training experience.
• Previous leadership experience, including coaching, developing, and providing performance feedback to associates.
• Strong problem-solving skills and the ability to assist with complex questions or challenges.
• Advanced knowledge of Fraud and/or iPay products, with a working knowledge of related products and services.
• Experience supporting or facilitating training and providing hands-on guidance when needed.
• Strong customer service skills and the ability to model company policies, standards, and best practices.
• Strong verbal and written communication skills, with the ability to communicate effectively with associates, leaders, and business partners.
• A solid understanding of contact center key performance metrics, processes, and standard operating procedures.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

Why Jack Henry?

At Jack Henry, we live by the motto:"Do the right thing, do whatever it takes, and have fun."It's more than a tagline, it's the foundation of our culture. We recognize that our associates are the key to our success, and we're deeply committed to their wellbeing. That's why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally.

We're also leading the way intechnology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It's this shared commitment that drives our success. We're proud to foster an environment where inclusion, sustainability, and community impact are more than values, they're how we operate. Visit our Corporate Sustainability site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Please be aware that Jack Henry recruiters will only email you from our domain, jackhenry.com. If you receive an email from any other domain, please do not click any of those links, open attachments, or share personal information.

Requests for full corporate job descriptions may be requested through the interview process at any time.