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Sr. Manager, Supportability

Company: Splunk
Location: Plano
Posted on: November 23, 2022

Job Description:

Responsibilities The Product Supportability Org is a diverse team of passionate people, across geographies with varying technical and managerial experiences. The leader for Product Supportability is looking to hire a ---Sr Manager, Service readiness & Planning--- to provide vision and direction to our Service Readiness Org. As the Manager of Service Readiness & Planning team, you will be chartered with ensuring release readiness and developing scalable solutions that reduce Splunk's overall cost to serve. This role ensures that Support is fully prepared to launch new technologies and services by proposing a Readiness Practice, to be planned and executed in support of the New Product/Feature/Service Launch, so that the Services Team is fully prepared to support those initial pivotal activities in New Product/Feature/Service Introduction. You will have enormous potential to improve customer-facing experiences and product team roadmaps. Your team's output will equip customers and support specialists alike with resources that help them to both self-serve and feel well served. This role is about managing deep and meaningful relationships with product groups and Support Delivery Teams to drive Product Quality Improvements, Supportability investments driving improvements for Splunk Customers and the Delivery/Operations team. In this role you have an opportunity to build-guide a small team of Service readiness Managers tasked with promoting release readiness, supportability, and customer experience. This is a new position at Splunk and people at all levels will look to you to help provide a clear path forward for processes and solutions that create impactful change. Aligning with industry best practices that are grounded in known methodologies and data will be important, but there's also room for experimentation and innovation. Service Readiness: Direct and oversee a comprehensive and meticulous product release, readiness planning strategy/execution and Volume forecasting with high degree of agent enablement for new product releases. Drives team to engage early in conversations with Engineering teams to define workflows and design decisions which will best meet our customers' needs, with a focus on ease-of-use, simplicity, clarity. Drive your team to deliver release roadmaps and build comprehensive views of the engineering release pipeline through engagement with the engineering product team. Foster an environment of collaborative work and empower your team to achieve measurable results Ensure that the Support organization is ready to support Splunk customers at each release Use your experience to create good processes and touchpoints for Product Management and the Services teams to collaborate during the development of new products and align service strategy with the product/solution to the go-to-market strategy Ensure beta team works closely with the Deployment services, Learning and Development teams to enable New Release Support Readiness. Foster and Voice in the conversation to advocate for support team and customer needs in new product launches. Partner with leaders in CS, Eng., PM, and across the company and establish a process to streamline communication between our teams. Supportability: Drive teamwork and collaboration decision making with Engineering, and Customer Experience teams to determine the best approach to address the customer needs affected by a known defect. Drive your team to proactively drive support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements on the basis of customer feedback gathered from support channels. Construct an evidence-based business case for significant engineering changes required. Lead your team to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g. bug fixes). Use your experience to define Business reviews & help PM team understand top ticket drivers in monthly Customer Sync/ Business reviews. Establish a process to Analyze metrics and friction areas around support tickets to determine top areas for improvement, Identify opportunities for TSEs to receive deep technical training. Lead your team in identifying opportunity gaps for supportability and self-service; then, work with your team and collaborate with partners to fill the gaps Escalation Engineering: Use your experience to create good processes and touchpoints to make sure the insights from these key resources are positioned with the product improvements for maximum effectiveness. Collaborate with the managers of Escalation teams to direct the long-term trajectory of the product itself and the service delivery teams who support it. Qualifications: 8 years of experience as a people manager 5 years of experience with leading Supportability organization 7 years technical support-related call center experience or equivalent You Have A strong understanding of key performance indicators (KPIs) for a Support organization and for self-service success Experience leading teams in the development of global solutions Experience creating programs to identify and mitigate top support issues that inflate case volume and impact customer experience Experience defining and running global support readiness programs aligned with product releases and GTM launch plans Expertise using customer data to drive change (in products, processes, and services) Nice to Have : A working knowledge of technologies used for customer self-service and education (help centers, support portals, chatbot, Community, and eLearning/LMS) LI-Remote Education: Bachelor's Degree or master---s degree in CS/CE/EE, Information Technology (IT) We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records. Note: 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. The base pay for this position is dependent on work location as set out below, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for bonus and benefits, and may be eligible for equity. Base Pay Range SF Bay Area, Seattle Metro, and New York City Metro Area Base Pay Range: $152,000 - 209,000per year California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts Base Pay Range: $142,400 - 195,800 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 - 178,200 per year Thank you for your interest in Splunk

Keywords: Splunk, Plano , Sr. Manager, Supportability, Executive , Plano, Texas

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