Sr. Director, Global Support Operations and Programs

About the role...HashiCorp is seeking a Global Sr. Director, Support Operations and Programs.While a remote role, we need this leader to be based in or near our San Francisco Headquarters for the ability to come into the office once a week.This person will report to the Chief Support Officer of Global Support.In this role, the Senior Director will lead and build the team of Support Operations Engineers and program managers for Support Enablement, Strategic Support programs, Incident Management and special programs like FED/GOV support in the future. This role will closely collaborate with our North America & International Support teams in EMEA and APAC. This is imperative for seamless execution of support workflows globally and 24/7. This team will also collaborate closely with our R&D Self-managed and Cloud teams as needed.In this role you can expect to...Work with a large North America Cloud Support team which provides 24/7 support GloballySupport Process development and improvements - Ticket Management, Incident ManagementFacilitate cross team collaboration between CS, Sales and SupportAssist with international Program Management and ReportingCollaborate with SVP-Global Support to streamline Sales Exceptions and SLAsBuild Analytics and Decision Support Systems for Global Support 3-YR strategyManage the Incident Command Process and its rollout within Support toolingManage the Enablement Function with Director of Enablement reporting into this roleProgram Manage the Strategic and Federal Support program which is cross-product and requires working with Sales leadership, Support leadership and our FED Support partnerParticipate/collaborate with SVP in development of Global Support strategy, Annual budgets and roadmaps for 3-Yr planRecruit, mentor, and inspire an extraordinary team and build and lead a capacity planBuild a pipeline of phenomenal candidates and future employeesSet up training schedules and mentoring opportunitiesDrive performance standards to ensure team is performing at consistently high levelsForecast capacity needs and performance against that capacity.SLA Management and assist with definitions of Support policiesEOL and Support LifecycleSLA definitionsRollout of new SLAs for Cloud/Self-Managed products and operationalization of these into Zendesk.Own and lead key Processes and CSAT metrics for your teamProcess Ownership for Escalation Management, SLA Compliance, 24/7 hand off, and overall On-Call Pager-Duty process.Lead cross-functionally to drive customer successProvide status and updates to SVP, Global SupportContinuous Process improvement - Support tools, Support SLAs, Analytics, Reporting.You may be a good fit for our team if you have...15+ years relevant experience in Technical Support or services delivery supporting enterprise Software or SaaS products. Technology start-up experience a plus7+ years' direct experience leading a team of Support engineers either Globally or in the USExperience in enterprise software release processes and 24/7 support processesExpertise in supporting SaaS platforms is required.Expertise in Open source is a plusExperience and participation within the DevOps community and Cloud technologiesProficiency with status gathering and reporting for a large customer baseComfortable multi-tasking and juggling competing and changing priorities in a fast-paced, ever-evolving, startup environmentInspirational leader who can motivate teams to achieve and exceed goalsProficiency in understanding concepts and technologies in DevOps, Multi-Cloud operations, security, microservices, containers, and scheduling platforms.Proficiency and/or knowledge of existing HashiCorp tools such as Terraform, Vault is a plus as well as knowledge of DevOps toolingExperience with implementing software products or solutions to key enterprise companiesAbility to work well in a highly dynamic and team environment that focuses on providing above industry standard customer serviceSome Travel as needed - up to 25%B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experienceMust be able to come into the SF HQs 1-2 times per week#LI-HybridIndividual pay within the range will be determined based on job related-factors such as skills, experience, and education or training.The base pay range for this role in the SF Bay Area is: $233,800 - $275,000 USDThe base pay range for this role in California, excluding the SF Bay Area, is: $214,300 - $252,100 USD

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