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Head of Customer Support & Success Program Delivery

Company: ExecuNet
Location: Austin
Posted on: January 12, 2021

Job Description:

We're looking for an experienced director to lead a growing team charged with transforming the Customer Support and Success (CSS) organization. This role combines breadth (the full CSS portfolio), depth (owning our tooling transformation), people (growing leaders and scaling a team), and functional ownership (mature program delivery). If you're passionate about leadership, exhilarated by complex problem solving, and motivated by scale, then this is the role for you!You'll lead the Program Delivery function within the Customer Support and Success Operations Enablement Team (OET). Your first team consists of peers running our Analytics function, Learning and Development function, a Portfolio Manager, and the CSS Chief of Staff. Along with your peers you'll partner with senior leaders outside of OET to deliver impactful outcomes to the organization. Your direct reports are senior managers, each responsible for a subset of the overall portfolio.More about youYou're highly motivated to deliver business outcomes and have experience being accountable for large decisions. You know how to balance being decisive and setting direction with making space for the team's perspective. You have experience with large-scale organizational change including marketing methodologies. You understand where the business is going and proactively hire for the skills needed to solve tomorrow's problems.You create a culture of psychological safety and allow everyone on the team to bring their whole selves to work. You delegate work across the team to scale and provide opportunities, but balance it with verification and keep outcomes on track.You're a life-long learner. You continually develop your own skills and can get up to speed quickly in any new area of the business. You have a growth mentality and develop this approach in your team.You maintain positivity for yourself and your team, even in the face of adversity and setbacks. Failures are opportunities to learn and build resilience.What you are accountable for:* --- The architecture and operational adoption of a queue management solution that will scale for the next 3-5 years and improves customer outcomes this year.* --- Hiring front-line managers and individual contributors with phenomenal technical skills, characteristics, and team fit.* --- Identifying, and mitigating risk across the portfolio for the forward rolling six quarters.* --- Maturing our project planning and execution processes to improve scale, velocity, and precision.* --- Establishing and improving the metrics that define the health and efficacy of your organization.On your first day we'll expect you to have:* --- 10+ years delivering successful transformations affecting large, complex, customer-facing systems, processes, and people.* --- Experience leading a distributed team (currently Austin, Amsterdam, Bengaluru, and remote).* --- Demonstrable ability to drive a cross-functional team to execute against a strategy you devised.* --- Exceptional behavioral assessment capability and the ability to teach this to others.

Keywords: ExecuNet, Austin , Head of Customer Support & Success Program Delivery, Other , Austin, Texas

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