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Senior Manager, Customer Support Quality Measurement

Atlassian

Location: Austin, Texas

Job Type: Full time

Posted


Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Are you passionate about enhancing customer support quality? We're looking for an experienced leader to establish our customer support quality measurement team for our global Customer Success Services (CSS) organization, someone who will evolve our standards and processes to improve our customer support. If you're passionate about outstanding customer support, continuous improvement, growing people and teams through feedback, and building and growing an awesome global team, then we need you!
In this role, you will report to the Head of CSS Talent Enablement. You will establish the quality measurement team vision and organizational structure and make that a reality. You'll partner with our growing Enablement and Operations teams globally to help our CSS teams to grow to their fullest potential, developing in ways they could not elsewhere, and raising the bar for our customers.
Your Future Team
You'll join a growing CSS Talent Enablement team serving multiple regions globally. Our mission is to unleash the potential of CSS by enabling people's capability. We break down big-picture objectives into measurable goals, delivering solutions and outcomes across our teams. We regularly assess our impact to carry insights into the next opportunity.
We work as a team, bring issues to the table, and open dialogue to achieve our collective outcomes. We're motivated by empowerment and enablement, and pull the right information, people, and resources together to make impactful decisions and improvements. There is no challenge that we can't solve as one team!

More About You
You deliver value quickly in new areas. You're excited about building from the ground up and enthusiastic about pivoting as things change. You're great at managing a variety of diverse programs simultaneously.

You value high-quality work and have a record of delivering it. You like asking "why" to unravel a seemingly complex problem and get to the underlying cause. You excel at assessing talent, hiring well, setting and managing to clear expectations, and developing a healthy team culture. You cultivate partnerships with people inside and outside the organization to gather insights, determine solutions, and marshal support to positively improve results.

You love collaborating, and you're quick to ask questions, address issues, and give praise. When you encounter a problem, you come up with multiple solutions, identify the best path forward, and act.

What You'll Do

  • Develop and mature our customer support quality measurement strategy, processes, and team to promote balanced, values-aligned outcomes and scale.
  • Evolve performance standards for individual support engineers, and broader team and organizational measures.
  • Oversee support engineer case reviews and other assessments.
  • Distribute feedback across the Atlassian ecosystem to promote continuous improvement, individual coaching, needs assessments, and staff planning.
  • Lead change across a diverse set of partners.
  • Design, implement, and track the impact of customer support quality interventions worldwide.
  • Grow the individual and collective capabilities of your team.
  • Your background
  • 5+ years of experience building, running, and evolving customer support operational processes at scale in high-growth environments.
  • 5+ years of people management experience in relevant domains.
  • Experience establishing and evolving overall support quality measurement strategy and processes, using data to improve outcomes.
  • Experience presenting complex programs and plans to different audiences, from senior leadership to individual team members.
  • Experience making data-driven decisions and demonstrated consulting, influencing, and change management skills.

Your Background

  • You deliver value quickly in new areas. You're excited about building from the ground up and enthusiastic about pivoting as things change. You're great at managing a variety of diverse programs simultaneously.
  • You value high-quality work and have a record of delivering it. You like asking "why" to unravel a seemingly complex problem and get to the underlying cause. You excel at assessing talent, hiring well, setting and managing to clear expectations, and developing a healthy team culture. You cultivate partnerships with people inside and outside the organization to gather insights, determine solutions, and marshal support to positively improve results.
  • You love collaborating, and you're quick to ask questions, address issues, and give praise. When you encounter a problem, you come up with multiple solutions, identify the best path forward, and act.


Our perks & benefits

To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

About Atlassian

The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To learn more about our culture and hiring process, explore our Candidate Resource Hub.