Sr. Manager - Support Operations – Tools and Process Excellence
Description
Role Summary:
What you'll get to do:
- Understand the company’s customer success - support operating model and commercial objectives.
- Manages a team of tooling experts and developers
- Collaborate with support leadership and design/define a comprehensive tools roadmap, establishing clear priorities
- Anticipate support/customer tools needs/requirements and build implementation and adoption plans.
- Define and drive software development process standard methodologies and organizational change across all support tools.
- Jointly own and monitor the governance of the overall priorities and programs alongside Sr Support Manager, Business Operations
- Work with Functional leads within Support to drive program deliverables
- Brings together requirements and use cases from subject matter authorities using interviews, document analysis, business process descriptions, scenarios, business analysis, task and workflow analysis
- Work closely with our liaison into IT, the Customer Success Business Systems Strategy team, to define and help implement Technical Support solutions.
- Build a formal network and acts as the liaison between business partners, users, and internally owned technical teams
- Collaborates with the business to ensure business readiness and transfer knowledge for any new process / system
- Responsible for contracts and SOWs for the support organization
Must-have Qualifications:
- 5+ years of Tools development and management experience
- 10+ Support business process experience
- Validated experience in a fast paced, highly scaled SaaS environment
- Strong organizational and development skills
- Ability to work across cross-functional groups and ensure ability to influence and implement across groups
- A passion for technology and an ability to identify new opportunities for efficiency and productivity
- Have customer Care/service background
- Bachelor’s degree/foreign equivalent in a related field or meaningful relevant on the job experience
Splunk is an Equal Opportunity Employer
Note:
Base Pay Range
SF Bay Area, Seattle Metro, and New York City Metro Area
Base Pay Range: $160,000.00 - 220,000.00 per year
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $144,000.00 - 198,000.00 per year
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $129,600.00 - 178,200.00 per year
Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.
Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.
Thank you for your interest in Splunk!