Director of Technical Support Operations

13 hours ago

Philadelphia, Pennsylvania, United States Aveva Group Full time
About Aveva Group

Aveva Group is a global leader in industrial software, providing cutting-edge solutions to thousands of enterprises worldwide. Our mission is to deliver the essentials of life – such as energy, infrastructure, chemicals, and minerals – safely, efficiently, and sustainably.

Job Summary

We are seeking a highly skilled and experienced Director of Technical Support Operations to join our Global Business Operations team. As a key member of our Success Operations team, you will be responsible for driving and coaching regional operations to support all areas of strategy, business planning, and rhythm of business.

Key Responsibilities
  • Partner with the SVP of Technical Support and their leadership teams to effectively align and manage the leadership teams' cadence of review and planning activities throughout the fiscal year.
  • Ability to support department vision, set initiatives, and develop supporting business cases.
  • Ensure planning, forecasting, and budgeting efforts are appropriately integrated with other planning processes employed across the organization.
  • Work closely with the Leadership team to align the technology roadmap and strategy.
  • Foster continuous improvement with processes and systems from defining the high-level requirements and scope to coordinating the execution and launch of these changes.
  • Discover and support each of the regions' needs while driving global consistency in tools, processes, and measurements.
  • Support the definition, delivery, and analysis of key metrics/KPIs for monthly reporting and presentations as well as monitor to spotlight trends for management awareness.
  • Ability to think strategically and synthesize insights and business implications from data in a meaningful way.
  • Leverage analytics from large datasets and content to drive efficiencies and pinpoint operational issues.
  • Identify, define, and prioritize project initiatives and associated stakeholders.
  • Monitor the impact of improvements in business processes to measure and report on operational efficiency and employee impact.
  • Work with Technical Support management to craft onboarding and enablement programs and collaborate with Business Operations functions to execute these programs.
  • Manage internal and external communications related to Technical Support policies and operations.
  • Organize and streamline workflows.
  • Act as point of escalation for Global Technical Support senior management for critical operational related issues and remediation.
  • Review, validate, and provide content for contractual requirements related to Technical Support deliverables and entitlements.
  • Facilitate the creation and updating of content for internal and external web properties.
  • Partner across functions to promote Technical Support value and obtain input on performance and processes.
  • Act as Change Management champion and ensure/validate execution and communication content.
  • Develop, own, and execute communication plans driving engagement and alignment.
  • Provide guidance to external functions on all Technical Support related processes, support programs, and capabilities.
Requirements
  • Strong leadership skills to collaborate across multiple functions and secure stakeholder consensus.
  • Ability to handle multiple, simultaneous projects in a fast-paced environment while paying excellent attention to detail.
  • Demonstrated ability to work in a dynamic work environment, introduce, and foster positive changes that simplify the employee and customer experience, minimize overhead, and drive overall business results.
  • Experience in process and systems related to technical support or related function.
  • Excellent communication and proven ability to work across the business to align on efficient processes and achievement of established business objectives.
  • Proven experience defining/scoping effective and efficient processes within complex environments.
  • Presentation, interpersonal communication, and organizational skills with proven ability to lead cross-functional teams towards initiative success.
  • Highly motivated and self-directed.
  • 7+ years within a technical support or success operations related role.
  • A Bachelor's degree in Business, Computer Science, Engineering, or equivalent.
  • Experience in Microsoft Office tools such as Excel, Word, and PowerPoint.
  • Experience with technical support related software systems such as case management, knowledge management, CRM, telephony, and self-service via AI or Chat.
What We Offer
  • Competitive salary.
  • High-quality healthcare.
  • 401(k) with 6% employer match.
  • FSA and supplemental insurance.
  • Paid parental leave.
  • 20 days PTO with increase for time served.
  • 7 days of sick time.
  • 3 days paid volunteering.
  • Flexible lifestyle benefits (commuter plans, backup care, emergency leave, and fitness/education reimbursement opportunities).

Aveva Group is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. Aveva Group provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify Aveva Group at recruitingaccommodations@aveva.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

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