Director for Global Support

4 days ago

مصر, Egypt VMware Full time

**Director for GS (Weekend - Technical Support),**

The Director of GS (Weekend - technical Support), will have responsibility for defining & executing the weekend strategy working with all domains with GS.

You will be tasked with providing the highest standards of technical support to global customers across all GS technical domains during the weekend (Saturday and Sunday). You will have team members reporting in a matrix and/or solid mode. End-to-end customer experience during the weekends will be your key responsibility. (But not limited to Weekend only due to the nature of business)

As a member of the global support leadership team, you will be a trusted partner and will play an integral part in the global GS leadership team. To succeed in this position, you must have a passion for your business and the people within it, have an excellent ability to communicate at all levels, lead and manage critical customer escalations. You will collaborate with Global Support peers, GS Domain Leaders, customers, and field teams to influence and deliver desired outcomes. You must develop (or have) deep understanding of operational requirements (Knowledge of system, tools, processes.... Staffing, scheduling, reporting etc.) of deliver the world class weekend support. The role requires a leader with customer service mindset and leadership to drive teams and execute solutions in a rapidly changing environment.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

**Responsibilities**:
Lead our customer centric and motivated 24x7 "follow the sun" Global GS Weekend Support organization

Ensure the teams meet and exceed our aggressive Support expectations, performing at or above industry leading targets including response time, resolution time, and customer satisfaction

Define and execute the overall strategy for the Global GS Weekend Support organization.

Develop infrastructure to ensure the teams scale in a cost effective and efficient manner, including process improvements, tools, automation, and systems integrations

Having a deep focus on understanding our customers and obsession with improving and simplifying their support experience

Act as the Voice of the Customer across the organization for Weekend Technical Support

Use Customer Insight and Root Cause Analytics to identify improvements.

Serve as the primary escalation point for Support questions or issues while working cross functionally across Engineering, Sales, Customer Success, Operations, Product Management, and Engineering to ensure successful customer outcomes

Partnering with product, support, CXS leadership and Sales teams to ensure continuous development and improvement of support service delivery.

Partnering with Global support domain leaders for resourcing and staffing for weekend support operations and managing the operations within allocated budget.

Track weekend success metrics, synthesize results for weekly, monthly, and quarterly reports, and communicate accomplishments and risks to leadership

Building High Performance Team / Continuous improvement: on the look-out for new tools and technologies to better serve the customer

Develop an environment of trusted leadership built on a base of integrity, ethics, diversity, and inclusion

Develop a global network of peers and colleagues

**Job Requirements**

Proven leadership experience in a Global Support function including SaaS support

Proven ability to deliver operational excellence while running 24*7 support teams at scale

Exceptional communication skills and collaborative orientation

Success in developing strong working relationships across the organization and with customers at all levels

Strong awareness of support and technology trends and their potential influence on VMware’s business

Proven ability to foster a sense of team and mission; gets the team excited to take on new challenges and be part of the support team

Depth in leading, develop and coaching high performing support teams.

Innate interest in constantly learning new things and ways of working

Adds to the culture of the support team and cares about diversity, inclusion and belonging

BA/BS required, in Computer Science or related technical degree preferred, MBA desirable

Job Profile

SSTSTS_M5 - Technical Support - Management 5

Where is this role located?

Location: This role can be based in Broomfield Colorado OR Costa Rica OR Cork, OR Cairo, OR Bangalore

Flexibility:

- The role is considered flexible from future of work perspective; you will be expected to live within a reasonable commute of the office.
- This role is not open for Remote Work Option.
- Based on business needs, there will be Local and Global travel requirements (not more than 10% of time per year)

GlobalSupport

Colorado exempt statement

**Category **:Client Support
**Subcategory**:Technical Support
**Experience**:Business Leadership
**Full Time/ Part Time**:Full

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