Remote Senior Director, Global Support Operations and Programs

Summary

Join HashiCorp as a Global Sr. Director, Support Operations and Programs to lead and build a team of Support Operations Engineers and program managers for Support Enablement, Strategic Support programs, Incident Management, and special programs like FED/GOV support.

Requirements

• 15+ years relevant experience in Technical Support or services delivery supporting enterprise Software or SaaS products
• 7+ years’ direct experience leading a team of Support engineers either Globally or in the US
• Experience in enterprise software release processes and 24/7 support processes
• Expertise in supporting SaaS platforms is required
• Expertise in Open source is a plus
• Experience and participation within the DevOps community and Cloud technologies
• Proficiency with status gathering and reporting for a large customer base
• Comfortable multi-tasking and juggling competing and changing priorities in a fast-paced, ever-evolving, startup environment
• Inspirational leader who can motivate teams to achieve and exceed goals
• Proficiency in understanding concepts and technologies in DevOps, Multi-Cloud operations, security, microservices, containers, and scheduling platforms
• Proficiency and/or knowledge of existing HashiCorp tools such as Terraform, Vault is a plus as well as knowledge of DevOps tooling
• Experience with implementing software products or solutions to key enterprise companies
• Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service

Responsibilities

• Work with a large North America Cloud Support team which provides 24/7 support Globally
• Support Process development and improvements - Ticket Management, Incident Management
• Facilitate cross team collaboration between CS, Sales and Support
• Assist with international Program Management and Reporting
• Collaborate with SVP-Global Support to streamline Sales Exceptions and SLAs
• Build Analytics and Decision Support Systems for Global Support 3-YR strategy
• Manage the Incident Command Process and its rollout within Support tooling
• Manage the Enablement Function with Director of Enablement reporting into this role
• Program Manage the Strategic and Federal Support program which is cross-product and requires working with Sales leadership, Support leadership and our FED Support partner
• Participate/collaborate with SVP in development of Global Support strategy, Annual budgets and roadmaps for 3-Yr plan
• Recruit, mentor, and inspire an extraordinary team and build and lead a capacity plan
• Build a pipeline of phenomenal candidates and future employees
• Set up training schedules and mentoring opportunities
• Drive performance standards to ensure team is performing at consistently high levels
• Forecast capacity needs and performance against that capacity
• SLA Management and assist with definitions of Support policies
• EOL and Support Lifecycle
• SLA definitions
• Rollout of new SLAs for Cloud/Self-Managed products and operationalization of these into Zendesk
• Own and lead key Processes and CSAT metrics for your team
• Process Ownership for Escalation Management, SLA Compliance, 24/7 hand off, and overall On-Call Pager-Duty process
• Lead cross-functionally to drive customer success
• Provide status and updates to SVP, Global Support
• Continuous Process improvement – Support tools, Support SLAs, Analytics, Reporting

Benefits

Some Travel as needed - up to 25%