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Director – Supportability & Release Readiness
Confirmed live in the last 24 hours
United States
Experience Level
Desired Skills
Data Analysis
  • A total of 15+ years of industry experience with strong exposure to Customer Support in a software, SaaS, or systems development environment
  • Strong leadership skills; ability to influence without authority Strong technical aptitude / affinity; experience working hand-in-hand with software, test, and/or system engineers
  • Thrives in a fast-paced environment with a high rate of change
  • Excellent verbal and written communication; skilled with communication at all levels
  • Solid understanding of Customer Support including processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, plus more
  • Good technical knowledge on the following concepts
  • Experience with technologies and protocols to support identity federation and robust access control models (e.g., SAML 2.0, WS-Federation, WS-Trust, OAuth, OpenID) directory integration, SSO, multi-factor authentication
  • Experience in Identity and Access Management (IAM) and Security space
  • Active Directory and LDAP experience
  • SaaS experience: Salesforce, Netsuite, Workday
  • Bachelor's degree
  • Master's/MBA degree preferred but not required
  • Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
  • Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses
  • Develops Talent: Developing people to meet both their career goals and the organization's goals
  • Drives Results: Consistently achieving results, even under tough circumstances
  • Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies
  • Amazing Benefits
  • Making Social Impact
  • Fostering Diversity, Equity, Inclusion and Belonging at Okta
  • Building and leading the Supportability and Readiness Team(s)
  • Own and drive strategic direction for both Supportability and Release Readiness
  • Leading monthly cross functional Executive level meeting on key Supportability opportunities leveraging strong data analytics
  • Partnering with Support Delivery, Engineering and Product Management to ensure alignment on new releases and improvement opportunities
  • Create a data driven model for countries improvement
  • Develop and deliver a QBR to the Support delivery team
  • Provide Business leadership on key projects and manage various initiatives within and beyond Support, across multiple teams; taking a hands-on and proactive approach to unblock progress, introduce efficiencies, and provide workflow solutions
  • Anticipate and mitigate risks - by having close involvement with teams' goals and challenges, applying past experience, and keeping in mind the big picture
Okta provides online identity verification solutions.
Company Overview
Okta provides online identity verification solutions.