Hungry, Humble, Honest, with Heart.
The Opportunity
Are you a dynamic leader with a strong technical support background, exceptional communication skills, and a proven ability to drive results through effective team management If so, you will thrive in the Manager, Global Queue Management Operations role at Nutanix. You will lead a passionate team of Global Queue Coordinators in a collaborative and innovative environment, contributing to cutting-edge solutions while enhancing customer satisfaction in a growth-oriented company.
About The Team
The successful candidate will join the Global Queue Management organization at Nutanix, a dynamic group of 12 passionate individuals located across various regions. This team embodies a culture that values being hungry, humble, and honest, fostering an environment of collaboration, innovation, and continuous improvement. With a mission to provide exceptional assistance to customers and partners, the Global Queue Management Operations team is dedicated to efficiently routing, handling SLAs, Queue monitoring of tickets to enhance overall customer satisfaction.
You will report to the Sr Manager of Worldwide Support, who is known for a supportive leadership style and a strong commitment to fostering team growth and development. This role is a hybrid position, facilitating real-time collaboration and effective communication within the team and across the organization. There are no travel requirements for this position, allowing you to focus entirely on your operational responsibilities and maintain a healthy work-life balance.
Your Role
- Team Leadership: Lead, mentor, and manage a Global team of Global Queue Coordinators to ensure high-quality queue management.
- Resource Management: Establish and optimize global staff schedules to ensure availability and rapid response times.
- Operational Excellence: Design, implement, and refine processes to enhance operational efficiency, intelligent ticket routing, and monitoring of cases/tickets.
- Escalation Management: Drive the resolution of critical customer issues and queue bottlenecks through cross-functional collaboration with engineering, sales, and technical teams.
- Performance Tracking: Monitor, analyze, and report on key performance metrics and SLAs to uphold and exceed service delivery standards.
- Strategic Planning: Set clear objectives for the team that align with broader organizational goals and actively participate in strategy planning.
- Culture Building: Foster a culture of collaboration, continuous learning, and innovation within your team and across the broader organization.
What You Will Bring
- Experience: 10+ years of experience in managing Queue/IT operations, including 5+ years of direct people management experience.
- Education: Bachelor of Science in Computer Information Systems, Computer Science, or equivalent practical experience.
- Technical Expertise: Strong foundational knowledge in various ticketing tools, WFM and CRMs.
- Leadership Track Record: Proven ability to build, manage, and scale teams.
- Project Management: Strong organizational skills with the ability to handle multiple priorities and drive process improvements.
- Communication: Exceptional verbal and written communication skills, tailored for effective engagement with both highly technical engineers and senior leadership.
- Cross-Functional Agility: A demonstrated ability to bridge gaps between multiple teams including support, incident management etc to drive customer-centric innovation.
Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e., San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney, and Tokyo), employees are expected to work onsite a
minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources.
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