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The Opportunity

Are you an experienced leader with a strong background in technical support and a passion for fostering cross-functional collaboration? If so, join our dynamic team as the Sr. Manager of Support Readiness, where you will have the opportunity to shape the future of customer experience by leading a dedicated team, driving continuous improvement initiatives, and bridging the gap between Product, Engineering, and Support to deliver exceptional service to our clients.

About the Team

The Sr. Manager, Support Readiness role will be part of the Support Readiness team at Nutanix, located in Durham, North Carolina. This team is composed of highly skilled and passionate Serviceability Engineers who are dedicated to enhancing product and customer experiences. The culture within the team fosters collaboration, growth, and innovation, with a strong focus on bridging the gaps between Product, Engineering, and Support. The mission of the Support Readiness team is to ensure that customer-facing teams are well-prepared for product launches, updates, and process changes, enabling them to deliver exceptional service to our customers.

You will report to the Director of Support Readiness, who emphasizes a supportive and empowering leadership style. This manager believes in nurturing team growth, providing mentorship, and inspiring collaboration among team members and stakeholders. The work setup for this role is hybrid, with employees expected to be in the office 2-3 days per week as well as on additional days based on job requirements.

This role may require some travel, although specific travel needs will be determined based on project demands and team collaboration efforts. The emphasis will be on maintaining effective communication and support within the team and across other departments.

Your Role

• Lead and develop a team of Support Readiness Specialists, fostering a collaborative and growth-oriented culture.
• Coordinate support readiness planning for product launches and updates, ensuring alignment with product and engineering teams.
• Serve as the primary liaison between support, product, and engineering to communicate technical updates and challenges effectively.
• Develop and track key performance metrics (KPIs) for support readiness, utilizing feedback for continuous improvement.
• Conduct regular one-on-one meetings and performance reviews to support team member development and career growth.
• Identify and address support challenges through cross-functional collaboration, removing roadblocks for efficient service delivery.
• Implement scalable processes and tools to enhance team productivity and operational efficiency.
• Foster a culture of excellence by developing training programs and encouraging continuous learning among team members.

What You Will Bring

• Master's degree in Computer Science, Business, Customer Service Management, or a related field.
• 10+ years of experience in technical support or serviceability, with at least 3 years in a managerial role.
• Strong cross-functional stakeholder management skills, particularly with engineering and product teams.
• Proven technical problem-solving abilities, with a focus on data analysis and metrics interpretation.
• Exceptional leadership and people management skills, including team coaching and development.
• Effective communication and influencing skills, capable of presenting to senior leadership.
• Hands-on experience with product and process improvement methodologies.
• Familiarity with Nutanix's HCI, virtualization platforms, and CRM tools, along with understanding cloud environments.

The pay range for this position at commencement of employment is expected to be between USD $ 164,320 and USD $ 326,680 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.

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