This job has expired, please see additional jobs below
Director, Support Operations
Cornerstone On Demand
Salt Lake City, UT, United States
Job Details - this job has expired, please see similar jobs below
Cornerstone OnDemand is seeking a Director of Support Operations to work closely with senior leadership to execute product support and client experience strategies. The role will oversee the Support Technology Stack, Business Processes, and Reporting of the Global Product Support team along with a core team of 4-5 people.
This role will be located in Sandy, UT and will report directly to the AVP, Global Product Support, who is accountable for the global technical and product support of all clients. This role will have direct involvement in setting functional strategy and building and implementing plans to scale this area of the business to accommodate the exponential growth expected in the Cornerstone client portfolio. Planned domestic and international travel will be required to Cornerstone’s Global Product Support Service Pod locations.
In this role you will…
• Lead and execute department-wide, enterprise-wide, and/or global product support initiatives.
• Manage goals, processes, and business KPIs to understand performance of the global team.
• Report key business metrics to senior management, assess metrics and work with Support leadership to take appropriate actions to continue to enhance the customer care capability
• Work with the leadership team to manage support coverage and support channel capacity globally.
• Work with business operations, product management, and technology teams to drive forward initiatives enhancing the end-to-end support experience.
• Responsible for oversight of all support tools used across Global Product Support including Salesforce Service Cloud, Communities, Knowledge Base, JIRA, TalkDesk and WalkMe.
• Continuously analyze Support Central data to identify trends in product areas, by channel, or by team and drive the necessary cross-functional change to improve both the processes and experience.
• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.
• Perform Workforce Management activities for forecasting, scheduling, tracking, monitoring, and reporting the daily, monthly and quarterly contact center statistics; this includes, though is not limited to contact center volumes, FTE, schedule adherence and service level achievement.
• Lead reviews of support function efficiency and customer service performance to ensure client needs are met.
• Develop and implement action plans to improve business processes to support optimal team performance.
• Manages numerous contractual obligations with internal and external clients which have financial penalties if not achieved.
You’ve got what it takes if you have…
• Bachelor's Degree preferred or commensurate work experience
• Proven analytical experience
• Strong continuous process improvement background
• Comprehensive knowledge of Contact Center Operations and Systems (such as Cloud Telephony, IVR and Workforce Planning applications as well as Case Management systems, Customer Portals and Omnichannel Support systems)
• Design, implementation and support of call center and back office reporting and analytics
• Experience with Performance and Quality metric and scorecard design and development
• Expertise in Vendor management
• Demonstrated experience in connecting operational data and planning with financial/budgetary measures, enabling strong data-driven decision-making in a Support Organization
• 5+ years of Support Operations leadership experience, preferably in a software or technology B2B company
You will have an extra dose of awesome if you have….
• Change Management experience
• Transformational leadership experience
• SaaS experience preferred, but not required
• Continuous Process Improvement experience
• Deep expertise with leveraging SalesForce Service Cloud in B2B software support environment, including certifications
• Experience developing, implementing and enforcing Standard Operating Procedures for Sev 1 - 3 Support Response and Resolution protocols
• Experience establishing and driving high standards for Service Level attainment in Support Operations