Trove

Product Manager

• Lead and develop the Product Support team
• Manage a team of 3 product support engineers, setting clear expectations, providing regular coaching, and building a culture of accountability and continuous improvement
• Own hiring, onboarding, and knowledge transfer so that team capability is documented and not dependent on specific individuals
• Develop and maintain a living runbook and knowledge base tied to ticket categories, updated continuously as new issues are resolved
• Define and own the escalation matrix: clear criteria for when and to whom tickets escalate, with explicit handoff accountability
• Establish SLA tiers so brand partners know what to expect and the team has clear accountability
• Implement a QA process: regularly sample tickets, score against resolution quality, and use findings to close knowledge gaps
• Own CSAT and NPS for the support function, treating them as primary indicators of team health
• Ensure that every ticket, whether resolved by PS or escalated, is handled with professionalism and clear communication throughout
• Establish a feedback loop with Engineering, Operations and Partnerships to surface recurring issues as product or documentation gaps rather than permanent support burdens
• Implement deflection tracking to identify when the same questions keep coming back, and treat that as a signal to fix root causes
• Work closely with Partnerships and Operations to define clear boundaries between support and their functions, and hold those boundaries
• Partner with Engineering to ensure bugs and escalations have a clear path to resolution
• Represent the support function in cross-functional planning and communicate brand partner needs clearly

Product Support Manager

Program Manager

• Support the end-to-end onboarding of new brand partners, translating their unique needs into Trove’s technical and operational workflows.
• Coordinate across technical and logistical teams to ensure software integrations (e.g., Shopify, ERP systems like M3) and 3PL setups are executed flawlessly.
• Develop documentation and standard operating procedures (SOPs) to support new partner integrations.
• Serve as the primary point of contact for European brand partners, building trust and managing long-term strategic relationships.
• Navigate complex stakeholder environments, facilitating discussions on everything from carrier rates and packaging to marketing statements and program expansion.
• Proactively identify risks and opportunities to scale partner programs across EMEA.
• Execute financial tasks and reporting under the direction of the US Finance Team to ensure alignment with global standards.
• Support the transition and validation of business models, such as moving from principal to agent models for net revenue recognition.

Product Support Manager

Senior Programme Manager