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Red hat Director - Red Hat Global Support Services 
Ireland 
299374305

25.09.2024

What you will do

  • Promote “customer success” and “customer first” attitudes within Red Hat’s global support team

  • Foster a culture that is focused beyond break-fix issues and strives to improve the customer experience.

  • Plan vision, strategy, policies, and procedures for the GSS team and the interaction with other teams and Red Hat’s Engineering teams

  • Achieve global operational consistency while maintaining regional customer-specific requirements and variances

  • Guide the operations within global support in terms of managing service-level agreements (SLAs), volume, time-to-resolution (TTR), and customer satisfaction score (CSAT)

  • Coach, mentor and provide direction to the next-level management associates to ensure overall accountability and performance improvements

  • Achieve solid compliance to global support performance indicators

  • Establish excellent communications across the global team

  • Collaborate with GSS regional managers and support center managers and other senior management associates to ensure and support CEE-wide continuous quality and process improvement projects

  • Foster a partnership with peers in the Engineering, Critical Account Program, Customer Success and Sustaining Engineering organization in order to guide usability, supportability, and adoption initiatives

  • Foster a partnership with regional sales and services to be able to connect directly with customers, build relationships and drive exceptional support experience.

  • Continually innovate the CEE experience internally and externally for customer experience improvements

What you will bring

  • Global experience at a senior management level in a customer-facing support,services, or customer success role within a fast paced, growing company

  • Experience in recruiting, supervising, motivating, coaching, and performance managing team members

  • Proven ability to interact effectively and diplomatically with people from all levels of an organization and diverse cultural backgrounds; ability to communicate internally, externally, and globally

  • Ability to stay focused on the implementation of strategic initiatives

  • Ability to handle multiple priorities and work under deadline pressure

  • 10+ years of industry experience

  • Willingness to travel within Europe and Globally.

  • Open source experience and working in an IT vendor environment