The Director, Global Customer Support Operations is responsible for the overall direction, coordination, quality, and output of employees that provide support for Global Customer Support (GCS) delivery teams, and our customers. The primary responsibility of this Support leader is to enable the success of the GCS Support delivery team around areas of Metrics and reporting, Support initiatives, Support tools and processes, enablement of new and existing support staff, quality reviews and audits of Support cases and customer engagements and finally day-to-day management of the Critical Escalation function. Additionally, they will provide leadership and guidance to evolve our operations while supporting new and existing products and services.In this role you will:
Facilitate weekly Operation reviews with Support leadership to review critical KPIs and discuss improvement plans
Collaborates closely with IT to drive critical projects impacting Salesforce CRM and dashboards used by GCS teams
Create and Operationalize a formal QA program to review quality of support case and calls with a goal of sharing feedback for coaching support engineers
Create and Operationalize Support-Centric training for all L1 Support Engineers, mainly for new hires. Program manage L3 -> L2 and L1 trainings, Engineering to L3 trainings
Partner closely with Product team to build and operationalize a solid Release Readiness program for GCS
Participate in cross-functional initiatives as a critical GCS stakeholder
Compile data sets that will provide analysis of monthly and yearly info/trends against operational budget and help in capacity planning and optimal deployment of our resources
Consolidates information into actionable items, reports, and presentations to make critical strategic decision
Proactively identify, analyze, and interpret trends or patterns in complex data sets and make recommendations that will help improve the customer experience
Develops and drives processes to increase efficiencies and innovation
Monitors and drives all performance goals
Coaches and develops employees
Works to increase team efficiency and effectiveness
Participates in hiring of new team members
Performs any HR related administrative tasks
Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews
Addresses any performance management issues with employees
All other duties as assigned
You’ve got what it takes if you
10+ years’ prior experience in Support operations, Support delivery
5+ years’ prior management experience in Support including handling customer escalations
Proficient in Microsoft Office suite with an expert knowledge of Excel
Must be able to manage multiple projects at the same time
Salesforce experience required
Prior CRM experience required
Excellent attention to detail and time management
Excellent problem solving and reasoning skills
Excellent oral, written, and people skills
Excellent customer service and conflict resolution skills
Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes
Ability to lead and coach employees
Bachelor’s degree or equivalent work experience
#LI-ET1Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com
