Quality and Product Support Manager

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Full Time Management Eau Claire, WI, US

7 days ago Requisition

Join Our Team at Realityworks!

Realityworks is a 100% employee-owned company headquartered in Eau Claire, WI. We’re passionate about transforming education by providing innovative, hands‑on learning solutions that prepare students for real‑world careers.

We develop comprehensive educational products that combine curriculum, experiential learning tools, student activities, and assessment resources. Our solutions are trusted by middle schools, high schools, and post‑secondary institutions across the country to engage learners, develop critical skills, and inspire career exploration.

Step into a high‑impact role where shape product quality, elevate customer support, and drive exceptional post‑sale experiences. As the Quality and Product Support Manager, you’ll provide strategic leadership across product quality, customer support, and post‑sale operations to ensure exceptional customer outcomes and adherence to all design and quality standards. You’ll partner with cross‑functional teams, suppliers, and customers to drive quality and customer experience initiatives, lead complex issue resolution, and improve product reliability and scalability.

You’ll oversee customer support operations, establish and define performance metrics, analyze trends, and manage escalations, all while steering fulfillment, training, and product support strategies. Acting as a vital link between customers and internal stakeholders, you’ll influence engineering initiatives, shipping prioritization, and continuous improvement that fuel long‑term customer satisfaction.

If you’re driven to lead, collaborate, and elevate the customer experience at every level, this is your opportunity to make a lasting impact.

When you join Realityworks, you become a co‑owner in a company that values your contributions and rewards your success. Our employee‑centered culture is built on collaboration, innovation, and shared achievement.

We offer a robust benefits package, including:

• Employee Stock Ownership Plan (ESOP):100% company‑funded and designed to grow in value as we succeed together
• Health, Dental, and Life Insurance:Comprehensive coverage to support your well‑being
• 401(k) Retirement Plan:With company match up to 6%
• Generous Paid Time Off:Over 20 days annually, plus 10 paid holidays
• Wellness
  
  Incentives:
  
  Gym reimbursement and healthy living rewards
• Family‑Friendly Benefits:Paid maternity, paternity, and adoption leave
• Disability Coverage:Long‑term and short‑term
• Education Support:Tuition assistance for continued learning
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Community Engagement:Paid volunteer time and donation matching

• Manages product support and supplier quality teams, responsible for post‑sale order management, customer support, repairs, and supplier quality
• Develops, tracks, and reports customer support metrics, key performance indicators (KPIs), and performance trends to inform decision‑making and continuous improvement
• Champions structured problem‑solving and root cause analysis activities with suppliers to eliminate recurrence of non‑conformances
• Leads product support training on company products, tools, best practices, and process improvements
• Oversees delivery of customer support, using standardized policies, procedures, and processes via chat, email, phone
• Manages and provides customer escalations by identifying, troubleshooting, and resolving complex technical issues
• Ensures accurate documentation of customer communications,, and outcomes
• Partners with internal teams to influence production planning, shipping prioritization, and resolution of customer‑facing issues
• Prioritizes team workload to ensure commitments and service level expectations are met
• Provides technical training and support to customers via chat, email, phone, video conferencing, and onsite visits as needed
• Reviews team member work for quality and compliance with…