Project Manager, Worldwide Support
Hungry, Humble, Honest, with Heart.
The Opportunity
Are you a highly self-motivated project manager with a strong background in business analysis and a passion for hybrid multi-cloud technologies? If so, joining the Nutanix Worldwide Support team offers you the chance to lead strategic global projects in a dynamic environment committed to innovation and exceptional customer support, all while collaborating with experts dedicated to continuous improvement and achieving outstanding satisfaction ratings.
About the Team
The Project Manager, Worldwide Support role will be part of the Nutanix Worldwide Support team, a global organization dedicated to delivering exceptional 24/7 support across 150 countries in 20 different languages. The team's culture is characterized by a commitment to continuous improvement, innovation, and a strong emphasis on customer satisfaction, reflected in their impressive 96+ CSAT rating and NPS over 90 for the last decade. Their mission is to enhance customer experiences by executing strategic global projects and initiatives that improve operational efficiencies and support processes.
You will report to the Leader of the WW Support (PMO) Project Management Office, who is known for a collaborative and empowering leadership style that values open communication and team engagement. The work setup for this role is hybrid, allowing flexibility, with expectations for the hire to come into the office a few days a week, facilitating teamwork and collaboration with colleagues.
There are no travel requirements associated with this role, enabling the selected candidate to maintain a stable work-life balance while focusing on managing projects effectively from the hybrid work environment.
Your Role
- Manage end-to-end oversight of support-related projects, ensuring timely delivery and adherence to scope.
- Collaborate with Subject Matter Experts to define project requirements and develop business and solution designs.
- Oversee multiple concurrent projects, maintaining documentation and reporting progress to stakeholders.
- Establish key performance indicators (KPIs) to measure project success and implement remediation plans as necessary.
- Foster relationships with cross-functional teams for alignment on project scope, requirements, and strategies.
- Act as a representative for Worldwide Support in cross-organizational discussions, ensuring effective communication.
- Drive strategic initiatives focused on continuous improvement and customer satisfaction in hybrid multi-cloud support.
- Set and achieve first-year objectives, including improving operational efficiencies and customer experience metrics.
What You Will Bring
- 7+ years of project management experience in a hybrid multi-cloud technical support environment.
- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
- Strong understanding of Software Development Life Cycle (SDLC) and support processes.
- Exceptional communication skills with the ability to influence and collaborate at all organizational levels.
- Proficient in managing multiple projects simultaneously while ensuring timely delivery of tasks.
- Excellent analytical skills for capturing business requirements and defining performance metrics.
- Ability to develop change management and communication plans aligned with project delivery.
- Knowledge of virtualization, storage, and networking technologies is a plus.
Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.
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Nutanix is an equal opportunity employer.
Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [email protected].