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Support Operations Lead

2 months ago

San Diego, California, United States ServiceNow Full time

Job Summary

We are seeking a highly skilled Customer Service Manager to lead our Support Operations team in the US West Coast region. As a key member of our organization, you will be responsible for managing a team of Customer Support Representatives, providing leadership, and driving team metrics.

Key Responsibilities

  • Manage and exceed Support KPIs and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs, etc.
  • Lead efforts to hire, develop, and build a customer-facing team.
  • Oversight and participation in Change Management as it relates to Customer Support.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Own and bring to conclusion customer escalations by working with cross-teams in Support, development, and operations teams.
  • Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
  • Represent the Platform, Product, and ServiceNow effectively with customers.
  • Manage major operations outages and communications to the customers.
  • Participate in weekend and holiday on-call rotation as required.
  • Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.

Requirements

  • A minimum of 6+ years of support experience and a minimum of 3+ years in supervisory role is required.
  • Experience managing Enterprise support in a large and complex cloud-based service environment.
  • Proven capability of having successfully delivered on support metrics and managed support team.
  • Customer first mind set and a Get it done attitude are critical success factors for this role.
  • Demonstrated ability to provide exceptional internal and external customer care.
  • Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
  • Ability to lead change by effectively building commitment and winning support for initiatives.
  • A trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards.
  • Strong analytical and problem-solving skills.
  • Excellent communication skills, both oral and written.