Senior Manager, Global Customer Service

Omnissa•Atlanta, GA

7d•Hybrid

About The Position

Omnissa is seeking a Senior Manager to lead AMER customer support for Horizon products. The role leads three experienced frontline managers and approximately 65 technical support engineers (TSEs), helping develop the managers and their teams as Global Customer Service adopts AI and builds greater TSE self-sufficiency. The Senior Manager partners with peers in EMEA and APJ to maintain consistent processes and standards across regions and reports to the Director of Global Customer Service. This is a senior leadership role focused on developing leaders, establishing clear standards, and verifying that operations are working as expected. The manager supports customers across the AMER region, including Federal and other highly regulated accounts, and contributes to the extended leadership team. The position is hybrid and based in Atlanta, Georgia, with minimal travel. The typical base salary is USD $125,000–$167,000 per year. The role may also be eligible for a corporate bonus program. Actual compensation may vary based on location, experience, education, skills, and other relevant factors.

Requirements

At least 5 years of experience in customer support or support operations, including at least 2 years of people-management experience leading support teams.
Experience leading other leaders, such as managers of managers.
A track record of developing people and handling difficult performance conversations.
Ability to lead experienced, technically skilled employees who may have greater subject-matter expertise than the manager.
Experience leading teams through change, such as new tools, new ways of working, or shifting roles.
Technical fluency sufficient 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.
Clear, direct communication with teams and leadership.
Comfort using data to form an independent view.

Nice To Haves

Workforce or capacity planning experience, or experience in an operations-driven environment.
Bachelor’s degree preferred.

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 situations and reduce customer tension, including for Federal and strategic accounts.
Use Salesforce data to identify customer issues and risks early and ensure customers receive appropriate service, supporting retention and satisfaction.
Establish consistent standards and processes across teams for support-request quality, SLA adherence, TSE cross-skilling and upskilling, customer-facing escalation conversations, and customer-support experience improvements.
Use data, skip-level conversations, and direct observation to understand team performance and customer-support operations.
Plan for staffing, capacity, and risk, and raise issues early.
Translate leadership direction into clear expectations and ensure changes take hold, including changes associated with AI adoption and increased TSE self-sufficiency.
Own compliance and process controls for the 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.