Head of Business Architecture - Customer Support Services


Location: Austin, Texas

Job Type: Full time


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 from an office (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.

We’re looking for an accomplished senior director to lead a team of passionate problem solvers to transform and scale the way Atlassian supports our customers. As part of the Business Transformation Team (BXT) within our Customer Support Services (CSS) department, our Business Architecture team thrives on turning ambiguous problem spaces into transformative solutions that make it effortless to be legendary in Atlassian CSS.

In this role, you’ll leverage BXT’s formidable Data Analytics capability to inform your strategy, fuel your analyses, experiment against hypotheses, and measure the impact of your solutions. You’ll also partner closely with BXT’s Program Delivery team to take your solutions to market, driving measurable impact with a sense of urgency.

Success in this role will require a leader who values diversity of thought and experience, end to end solutions thinking, and applying myriad approaches to solving problems. If you're passionate about leadership, laser-focused on driving business value through innovative solutions, and are motivated by scale, then this is the role for you!

The work you will do:

  • Breaking down needed business capabilities into the key components required to achieve the capability, such as processes, people, technology/tooling, and data.
  • Partnering with Analytics, Engineering and Program teams to decompose the business capabilities into roadmap that delivers end to end solutions and comprehends value stream dependencies.
  • Maintaining a rolling six quarter Business Architecture roadmap of needed business capabilities.
  • Staffing your team with the right number of people with the right skill sets to scale and transform our CSS business.
  • Documenting the relationships between the business capabilities and components to illustrate how they work together to achieve the organization's goals.
  • Designing solutions that provide the data, context, and insights that allows Support Engineers to shine through their product knowledge and troubleshooting prowess.
  • Seeking diverse perspectives for solution design - conducting internal research, engaging industry research partners, learning new approaches to problems solving, and talking to analogous companies to learn from them

We don’t expect you to be able to tick every box. We value culture and values fit above everything. If you tick a couple of the below boxes, great! Throw your hat in the ring and let’s go from there;

  • Extensive experience designing innovative solutions for complex problems in a fast growing, ever changing business.
  • Experience leading a global, remote distributed team.
  • Demonstrated experience working in an Agile Development organization with strong knowledge of utilizing tools such as Jira
  • Exceptional behavioral assessment capability and the ability to teach this to others.
  • A strong learning orientation and examples of high rates of professional growth.
  • A strong and diverse background in optimizing and scaling Enterprise Support organizations.
More about you

You solve big cross-functional problems with quality and speed. You see the inter-relationships across multiple dimensions on the one hand, and use that to provide simple clarity to the teams for speed of execution on the other hand.

You value diving into complex situations and rapidly designing and testing solutions that matter. You are curious and humble. You teach teams how to get to the root cause of problems quickly. You foster a culture of innovation, continuous improvement, and knowledge sharing amongst your teams and those you serve. You create a collaborative environment and build trust through consistently well-designed solutions that hit the mark every time. You don’t fear failure as you create an environment where failure offers opportunities to quickly learn and refine solutions.

You inspire others to consider multiple solutions, use data to select the best solution, and design for measurable impact. You are effective leading through influence across diverse cross-functional teams. You are a dynamic and charismatic presenter who instills confidence across all levels of an organization.

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.

More about our team

Our vision is to make it effortless to be legendary! Our mission is to transform the business by launching value and measuring impact. We break down big-picture objectives into measurable goals, delivering solutions and outcomes across our internal teams. We take the time to assess our impact and carry lessons learned into the next opportunity.

Our team is made up of responsible, curious, judicious, and humble collaborators who constantly invest in their growth as leaders. We work as a team, bring issues to the table, and have open dialogue among leaders to achieve our collective outcomes. We are driven by empowerment and enablement, and pull the right information, people, and resources together to make impactful decisions and improvements. There is no challenge too large that we can't solve as one team!

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.
You’ve got this!