Hungry, Humble, Honest, with Heart.The OpportunityThe Support Analytics and Operations Manager will lead the integration of data analytics, insights, and product operations within the Global Support Organization. This global role is essential in driving data-informed decisions, optimizing support operations, and ensuring seamless coordination with product teams to enhance the customer support experience. The ideal candidate has a strong background in data analysis, experience in support operations, and a strategic mindset for process improvement. This is a challenging and dynamic position with the opportunity to work collaboratively with professionals in a number of functions.About the TeamThis team of 5 is part of the larger Support Readiness organization at Nutanix and will be based in Durham, NC. We work a hybrid schedule being onsite 2-3 times weekly. We support regional teams to understand their needs and deliver services effectively. Influencing stakeholders across various regions to ensure the adoption of metrics and dashboards. Your RoleTeam Management
- Manage and monitor individual and team progress against quarterly OKRs and goals
- Provide feedback, mentoring and training to team members to help them develop their skills and meet performance goals
Data Analysis and Reporting
- Develop and maintain analytical models, dashboards, and reporting tools that provide actionable insights into Support team performance, customer satisfaction, and Support KPIs
- Analyze Support data to identify trends, pain points, and areas for improvement within the Global Support Organization
- Collaborate with the Support management team to translate data insights into strategic action plans
Product Operations
- Serve as the main point of contact between Support and product / go-to-market teams, ensuring alignment on product features, updates, and their impact on Support operations
- Work with Product Managers to understand and anticipate product changes and enhancements, ensuring the Support team is well-prepared for new product launches and updates
- Maintain pricing schemas for Support Products, monitoring Support discounting thresholds, and approving ad hoc requests
Process Improvement and Optimization
- Identify, develop, and implement best practices, quality control and standard operating procedures for data-driven Support operations
- Lead projects to improve operational efficiency, using data insights to optimize workflows, reduce case resolution time, improve Support productivity, and enhance the customer Support experience
- Regularly review and refine Support data collection and reporting methods to improve accuracy and relevance
- Keep Support management informed of key issues and changes that may impact expected business results
Cross-Functional Collaboration and Communication
- Work closely with other functional areas of Support and departments such as Product Management, Engineering, Marketing and Customer Experience to ensure a unified approach to customer Support
- Keep stakeholders informed of team progress, challenges and initiatives
What You Will Bring
- The tasks this individual is responsible for are often unstructured and the issues addressed are less defined requiring new perspectives and creative approaches
- Strong project management skills, with the ability to handle multiple priorities in a fast-paced environment
- Able to develop individual and team objectives to contribute positively to organizational goals and direction
- Proven ability to analyze complex data, identify key insights, and drive data-based decision-making
- Demonstrate good judgment in solving problems as well as identifying problems in advance, and proposing solutions
- This individual must work effectively with Staff to Vice Pre sident level employees within the function, across functions and with external parties
- Limited supervision and direction is provided, as this individual can operate and drive results and set priorities independently.
- To be successful, this individual must demonstrate favorable results through regular leadership and influencing others
- A minimum of 8 years of technology industry and Support management experience is required. 9 to 11 years of experience is preferred
- A Bachelor of Science Degree in Electrical Engineering, Computer Science, related field, or equivalent experience is required
The pay range for this position at commencement of employment is expected to be between USD $ 135,280 and USD $ 270,240 per year.However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.If hired, employee will be in an at-will position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.Nutanix is an equal opportunity employer. Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [email protected].