Red hat Director - Red Hat Global Support Services 

Ireland 

299374305

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