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Director of Federal Support Operations

  • Location: California
  • Salary: US$145000 - US$146000 per annum
  • Job Type:Permanent

Posted 17 days ago

  • Contact: Brian Tautfest
  • Contact Email:
  • Start Date: 10/13/2021
  • Expiry Date: 31 October 2021
  • Job Ref: BBBH18208_1633052328

Rare opportunity to join a growing leader in the IAM space. Consistently recognized as a top 3 global product and an incredible place to grow your skills.

    • Effectively partner across our global organization to support company priorities and delight customers who need support
    • Develop and maintain strong relationships with cross-functional teams such as Engineering Support, QA, Product, CSM and to help influence and drive outcomes with key technical and business leaders within the organization, to accelerate customer issue resolution, and represent the voice of our customers
    • Raise top issues and customer pain points to the appropriate teams to improve self-help opportunities and to drive volume reduction.
    • Model for and coach team to share automation, self-help, and diagnostic assets with customers and reinforce the benefit of Proactive troubleshooting.
    • Drive adoption of CXF through data-based indicators
    • Utilize outcome-based metrics such as operational measures (e.g., CSAT, Response SLA, Reduce deviation of SLAs, Throughput) to better understand the customer experience and operational health; develop and execute action plans to improve the experiences not meeting customer expectations or areas that do not adhere to operational standards.
    • Consistently enable the team to conduct case reviews to maintain case wellness, proactively engaging customers as needed.
    • Coach team members to leverage knowledge assets, tools, and other resources to resolve customer issues quickly.
    • Foster a culture of collaboration within your team; look for opportunities to quickly help those needing collaboration assistance.
    • Engage in customer escalations; resolve the concern and look for ways to avoid similar escalations in the future.
    • Attract strong talent to the team and ensure a focus on learning to build deep expertise and appropriate breadth in all roles in the organization
    • Build and foster a culture of empathy for Customer needs and a tenacious drive for providing impactful solutions that meet the need and deliver value that improves our relationships with customers & partners
    • Deeply analyze support trends and take action on continuous improvement initiatives through a strong partnership with Support Engineering, Product Management, CSMs, etc.
    • Empower self and colleagues to embrace a Growth Mindset, do what's right for customers, practice boundary-less collaboration, act with courage to do the right things for customers, build trust and work together to achieve shared business goals.
    • Regular collaboration and re-use of best practices from other organizations both inside and outside of Customer & Platform Support for role alignment and continuous learning/infusion of best practices from cross-functional Business Units.
    • Model and coach for growth mindset, reward those who demonstrate customer centricity, agility, and innovation to achieve customer delight.
    • Enhance the team through leveraging and applying feedback data such as 360 feedback cultivating development plans for all and making space and time for learning activities

    • Bachelor's/equivalent in Engineering
    • 5+ years People Management Experience
    • 3+ years of Escalation Management Experience
    • 5+ years of experience in Technical Support
    • Strong Knowledge of Support metrics is desired
    • Thinks outside the box to solve problems
    • Excellent Operations and Support Lifecycle knowledge
    • Strong presentation, reporting, and communication skills, both verbal and written
    • Must be able to thrive in a fast-paced, high energy environment
    • Ability to work independently, adapt quickly, and maintain a positive attitude

Preferred Experience:
    • Enterprise Security
    • Working knowledge of Support & Engineering collaboration
    • The accomplishment of driving creativity / Innovation
  • Equal Opportunity Employer, please send all resumes for consideration and any other inquires to: