Senior Manager, Global Customer Service

Omnissa•Atlanta, GA

9d•$125,000 - $167,000•Hybrid

About The Position

Omnissa is hiring a Senior Manager to lead AMER customer support for Horizon products within its Global Customer Service organization. The role leads three experienced frontline managers and approximately 65 technical support engineers (TSEs), developing managers and guiding their teams as GCS adopts AI and builds greater TSE self-sufficiency. The Senior Manager works with peers in EMEA and APJ to maintain consistent processes and standards across regions, and reports to the Director of Global Customer Service. The position includes responsibility for support serving Federal and other highly regulated accounts. The role focuses on developing leaders, setting consistent standards, monitoring service delivery, and ensuring organizational changes are understood and implemented. The Senior Manager partners with Operations, PMO, Product, and Engineering and participates in the extended leadership team. The position is based in Atlanta, Georgia, with a hybrid work arrangement and minimal travel. Omnissa describes this role as an opportunity to lead in a global organization, develop senior leadership skills with support from a Director, and contribute to the transformation of customer service. It is intended for a leader seeking to grow in the senior manager role over several years.

Requirements

At least 5 years of experience in customer support or support operations, including at least 2 years of people management leading support teams.
Experience leading other leaders, such as managers of managers.
Ability to lead experienced, technically skilled employees who may have greater subject-matter knowledge than the leader.
Track record of developing people and handling difficult performance conversations.
Comfort using data to form an independent assessment.
Clear, direct communication with teams and leadership.
Experience leading teams through change, such as new tools, new ways of working, or shifting roles.
Technical fluency to assess the quality of managers’ coaching and escalation handling.
Comfort serving as a senior escalation point for complex or tense customer situations.
Experience using CRM data, such as Salesforce, to identify customer risks early and drive proactive action.
Experience building working relationships across regions and time zones to align processes and standards.
Bachelor’s degree or equivalent combination of education and relevant professional experience.

Nice To Haves

Workforce or capacity planning experience, or experience in an operations-driven environment.
Deep product or engineering expertise is not required.

Responsibilities

Coach and develop frontline managers through regular one-on-ones, development plans, and candid feedback.
Address underperformance directly and recognize and retain top performers.
Serve as an escalation point for managers on complex customer issues, stepping in to resolve issues and de-escalate situations, including for Federal and strategic accounts.
Use Salesforce data to identify customer issues and risks proactively and help ensure customers receive needed service to support retention and satisfaction.
Set consistent team standards and processes for support-request quality, SLA adherence, TSE cross-skilling and upskilling, customer-facing escalation conversations, and improvements to the customer support experience.
Use data, skip-level conversations, and direct observation to assess team performance and service delivery.
Plan for staffing, capacity, and risk, and raise issues early.
Translate leadership direction into clear expectations and confirm that changes are implemented, including changes related to AI adoption and greater TSE self-sufficiency.
Own compliance and process controls for teams, including requirements for Federal and regulated accounts.
Partner with Senior Managers in EMEA and APJ to align processes, standards, and ways of working across regions.
Partner with Operations, PMO, Product, and Engineering, and participate in the extended leadership team.