Manager, Product Support Operations @ Box

Manager, Product Support Operations

Posted on 3/11/2022

INACTIVE

Locations

Austin, TX, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

JIRA

Management

Marketing

Sales

Salesforce

Zendesk

Requirements

5+ years of people management experience in the technology or software as a service (SaaS) industry
3+ years experience working with Zendesk (customer ticketing platform), Salesforce (CRM) and JIRA (IT ticketing platform) or similar, preferably in high-growth technology companies
Strong program management skills involving multiple cross-functional stakeholders and executives
Strong project management skills involving a blend of process and system work streams enhancements
Experience working on or leading projects that have executive audiences and critical deadlines
Strong communication skills, including read-outs on technical solutions that tie back to business value

Responsibilities

Lead and manage the Product Support Operations group building team cohesion, vision, and purpose while balancing competing and evolving business priorities
Coach and develop each individual with a focus on empowerment, engagement and productivity
Contribute to the quarterly and annual planning process for both GTM Operations and Product Support
Drive operational excellence by anchoring decisions and processes on KPIs and action-oriented metrics reviews
Partner and consult on project identification, prioritization, and execution with the broader Go-to-Market (Customer Success, Sales, Marketing) and Build (Product) organizations
Align the team and other back-office internal resources to ensure sustainable/quality team performance for both long-term investment projects and day-today operational, ad-hoc work
Evaluate and manage key vendor relationships focused on adding value and scaling the product support tech stack

Desired Qualifications

Experience with Zuora (subscriptions and billings platform), CornerStone (LMS) is a plus

WHAT IS BOX?

Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal.

By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers over 100,000 businesses, including 67% of the Fortune 500 who trust Box to manage their content in the cloud.

WHY BOX NEEDS YOU

Box is looking for a highly motivated operations manager to join our rapidly growing Global Go-to-Market (GTM) Operations team. This individual will lead our exceptional Support Operations Program Managers and Analysts to deliver high-impact, scalable solutions and processes. This role partners closely with the Product Support leadership team, and will report to our Director, GTM Operations.

You are a strong people leader who prioritizes the team’s successes, learnings, and achievements. You champion operational excellence through timely project delivery and building for scale. You work transparently and collaboratively, setting high standards and clear metrics for individual performance and accountability. You have experience cultivating a strong internal and external network support the team’s successes.

WHAT YOU’LL DO

Lead and manage the Product Support Operations group building team cohesion, vision, and purpose while balancing competing and evolving business priorities
Coach and develop each individual with a focus on empowerment, engagement and productivity
Contribute to the quarterly and annual planning process for both GTM Operations and Product Support
Drive operational excellence by anchoring decisions and processes on KPIs and action-oriented metrics reviews
Partner and consult on project identification, prioritization, and execution with the broader Go-to-Market (Customer Success, Sales, Marketing) and Build (Product) organizations
Align the team and other back-office internal resources to ensure sustainable/quality team performance for both long-term investment projects and day-today operational, ad-hoc work
Evaluate and manage key vendor relationships focused on adding value and scaling the product support tech stack

WHO YOU ARE

5+ years of people management experience in the technology or software as a service (SaaS) industry
3+ years experience working with Zendesk (customer ticketing platform), Salesforce (CRM) and JIRA (IT ticketing platform) or similar, preferably in high-growth technology companies
Experience with Zuora (subscriptions and billings platform), CornerStone (LMS) is a plus
Strong program management skills involving multiple cross-functional stakeholders and executives
Strong project management skills involving a blend of process and system work streams enhancements
Experience working on or leading projects that have executive audiences and critical deadlines
Strong communication skills, including read-outs on technical solutions that tie back to business value

BENEFITS

Visit this webpage to check out all of our exciting healthcare benefits: https://join.collectivehealth.com/box
For all other benefits, please check out: Box Benefits + Perks

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Accommodations are available ‎throughout ‎the application process and an employee’s employment at Box.

HEALTH AND SAFETY

To promote the health and safety of all Boxers and our communities, in order to "Go to Work" at Box in the U.S., you must be Fully Vaccinated and “up to date” as defined by the CDC or have an approved accommodation. "Go(ing) to Work" at Box is defined as visiting a Box office, facility, or co-working site, visiting or meeting in person with fellow Boxers, Box clients and/or customers, vendors, or partners, engaging in business travel, and or participating in any Box-sponsored and/or related activity where others are present. If you are fully remote and do not "Go to Work,” the vaccination requirement is not applicable. "Fully Vaccinated" means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. If you are unable to get a vaccine due to a medical condition, a sincerely-held religious belief or another legally recognized reason, Box will consider requests for an accommodation.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice.

#LI-KG3

1,001-5,000 employees

Website

Cloud content management and file sharing service

Company Overview

Box is on a mission to make businesses more productive, competitive, and powerful by connecting people and their most important information. The company operates one of the world's largest cloud storage platforms.

Benefits

Health and Wellness
Family Support
Generous Time Off
Financial Benefits
Community
Evolving Workplace

Company Core Values

Blow our customers' minds
Take risks. Fail fast. GSD
10x it!
Be an owner. It's your company
Bring you (___) self to work every day
Be candid and assume good intent
Make mom proud