This position is responsible for leading and guiding a department comprising of managers with teams of employees and/or individual contributors within a functional area or project team. Has responsibility for results, including costs, methods and staffing of the department; to meet business objectives, drive quality and improve customer satisfaction.
This position will be in charge for Support Delivery and Escalations for LATAM
Support Delivery Managers and Escalation Managers will report to this position.
This position manage critical Escalations or Support Delivery topics that may require interactions with C-Level from CA and customers, so the ability to navigate among diverse audience is important (managers, technicians, senior managers)
Position requires disposition to get engaged directly with execution of critical escalations, interacting with customers, sales executives, project managers and presales to pursue the solution.
Provide direction to managers to meet schedules, business objectives and resolve challenges. Work collaboratively with team members to select methods and techniques for obtaining or recommending solutions.
Drive the performance of multiple teams by demonstrating leadership; encourage teamwork, coaching and mentor relationships for performance improvement.
Will require strong collaboration directly with Partners when there is no CA Professional Services involved
Devise innovative methods to improve functional area quality and customer satisfaction.
Assume responsibility for all critical situations in a designated product group.
Lead the remediation of high profile, critical or time-sensitive escalations and troubled account situations.
Devise remediation plans and lead virtual cross-functional teams from applicable CA Departments to facilitate quick and successful remediation.
Engage with customers and the business to address aspects of operational deployment that impacts customer success; propose solutions and coordinate resources to deploy appropriate CA software.
Experience in the techniques of problem solving and decision making to resolve difficult situations.
Mentor and inspire motivation to achieve success, and give recognition for results.
Drive the development and use of the Escalation process.
Demonstrate advanced knowledge of the processes and tools used to manage escalations.
Lead initiatives to promote the correct use of processes and tools within an allocated sales area.
Devise innovative ways to create or enhance processes and tools that improve escalation management.
Ability to create, maintain and present on a plan of activity for the client escalation both internally and externally (Dates, owners and next steps)
Take responsibility for the functional area training needs and ensures appropriate training opportunities are sourced and authorized.
Graduation in Computer Science or equivalent is important to understand complex problems and collaborate with specialists, managers and product managers to orchestrate an action plan.
Languages: Fluency in English / Fluency in Spanish (Native Portuguese)
Skills & Competencies
Have a proven ability to work in a variety of high pressure situations producing favorable outcomes.
Demonstrate creative problem solving and decision making to address complicated business problems.
Have an ability to manage and motivate employees to execute against targets.
Analysis and communication of how the organization and an employee's own team is performing relative to strategic business objectives.
Accomplished in applying leadership skills to a variety of team, department and business situations, including:
Personal & professional ethics.
Cross cultural awareness.
Organizing, researching & planning.
Change management.
Competent in budgetary and resource management with a successful track record.
Skilled in research and planning, with the ability to conceptualize solutions to meet
Ability to recognize critical or time-sensitive business impact for both customers and CA with a talent for quickly assessing situations, as well as initiating and driving the appropriate remedial action.
Accomplished in creative problem-solving and decision-making skills to facilitate remediation in a variety of challenging circumstances.
Excellent communication, executive presence, collaboration, presentation, written and interpersonal skills.
Excellent networking skills with the ability to demonstrate influential leadership for virtual collaborative teams cross-functionally throughout CA to achieve customer objectives.
Excellent time-management skills with ability to effectively prioritize critical and time-sensitive situations.
Demonstrate strong quantitative analysis of operational data to make fact based decisions that improve the business and affect positive change.
Highly detail-oriented with the aptitude to develop and build plans or processes to mitigate escalations.
Work Experience
Typically, 10 years of experience in Technical Support including 5-7 years of management experience some on-site customer experience and significant understanding of industry concepts and practices.
Business Travel
Business travel of approximately 30 or less percent yearly is expected for this position.
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