Salary Range: 170000 to 190000 (Currency: USD) (Pay period: per-year-salary)

WHAT YOU WILL DO:

• Developing and implementing Standard Operating Procedures and processes for the
• Global Support Organization.
• Forecast and schedule team based on volumes and trends to ensure service levels and KPIs are met.
• Monitor and report on all KPIs, Metrics reporting to executives on a Weekly/monthly basis.
• Lead key strategic initiatives, operations programs, identifying opportunities for improvement and working with the Support Delivery Leadership team on their execution.
• Participate as a stakeholder with internal teams on various projects, tool implementation and Partner with various teams to ensure operational efficiency.
• Own and manage the global technology tool set used by customer support teams
• Maintain technology vendor relationships to be future-ready for scale
• Drive Root Cause Analysis with technology partners, post incident resolution and facilitate RCA reviews with internal and external stakeholders. Identify persistent or recurring problems and recommend solutions
• Develop processes and analytical tools to highlight gaps that are causing poor customer experiences
• Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers
• Drive continuous improvement on existing escalations programs, and critically evaluate what is working well and what needs to be improved. Adjust the programs to meet the changing needs of the business
• Drive plans for tooling, product, content and process improvements with support and engineering teams
• Responsible for defining and reviewing escalation and training processes, recommending and agreeing improvements with other affected functions, then ensuring successful implementation.
• Working with the Support functional leadership to define KPIs and business instrumentation required to maximize business performance. Lead the monthly Support operational calls. 
• Using data analysis to understand and prioritize initiatives, measure and track key objectives.

WHAT YOU BRING:

• 7+ years related work experience (e.g. combination of working in an enterprise support leadership role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
• Expertise in Salesforce.com, freshservice reporting and dashboards
• Experience with visualization software such as Tableau or similar BI tools
• 3-5 years leading and developing a global team, Preferred experience with managing a remote team.
• 3+ years experience leading customer support operations, preferably in a high-growth startup environment
• 2+ years experience in workforce management (scheduling and forecasting)
• Prior experience in automation technology would be a plus
• A track record of meeting complex stakeholder needs under tight timelines and resource constraints
• Experience building efficient processes that scale across a large organization
• Ability to think and work independently, solve problems, and develop recommendations
• Must have strong background in quality processes, continuous improvement, process efficiencies and service operations
• Must be adept at organizing, analyzing, and manipulating data into cohesive reports and presentations
• Must be able to present to senior leadership in a clear and concise manner and articulate ideas in a proper format
• Exceptional communication skills, both written and verbal
• Experience working with cross functional teams
• Strong planning, analytical and organizational skills


You’ll excel in these competencies:
• Iterative mentality – start with the 80% solution and improve over time
• Ability to relentlessly prioritize based on business impact
• Strong communication skills are required to align a range of stakeholders on priorities, timing, and output
• Ability to effectively handle multiple tasks and time-sensitive projects with changing priorities
• Ability to present complex technology concepts to Senior executives in an understandable way
• Drive improvements based on data analysis and evidence to bring positive change to Global Support
• Team player who will work across the organization to create and drive an actionable strategy.
• Strong change management skills are critical to implement various WW Support strategies.
• Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
• Advanced Excel/data analysis skills
• Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance.
• Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences.
• Strong communicator with excellent verbal and written skills
• Ability to build solid relationships with individuals at all levels,