Sr Support Manager - Automation

* Global responsibility for the AOD Automation product portfolio.  Analyze global team performance metrics and customer feedback to identify support improvement opportunities.
* Support representative to R&D leadership ensuring alignment on key initiatives, working directly with product development management on product quality improvements; planning and implementing changes to drive quality and customer satisfaction.
* Manage the resolution of escalated product technical issues.
* Review workload/skill requirements for the global team and perform gap reduction/workload distribution management.
* Measure individual and team performance against goals and present to leadership during operational reviews.
* Frequently interact with functional peers to address issues and improve business operations
* Regional responsibility for direct management of product-aligned teams ensuring performance and productivity, and matrix responsibility for a global product-aligned team.
* Ensure professional development of the team.
* Reduce case volume by leveraging Knowledge Centered Service (KCS) best practices and ensuring team contributes to community success.
* Make hiring, termination, and compensation decisions.
* Perform Goal Setting and Performance Management, including measurement and appraisal of employees, as well as promotion recommendations.
* Ensure the integration, reuse, and improvement of self-service materials are integrated into the problem-solving process. Looks for new methods to eliminate cases using KCS best practices.
* Determine after-hours work schedules to ensure weekend Severity 1/escalation coverage. Participate in Manager on Call weekend rotations.
* Review regional team’s support surveys, thank customers for positive surveys, contact customers who have provided negative surveys to determine and address the root cause.
* Address customer concerns brought to our attention by customers or Regional Support Managers by engaging the appropriate personnel to resolve.
* Ensure the health and safety of the workforce.
* Excellent written and oral communication skills; excellent presentation and public speaking skills.
* Self-motivated and able to effectively manage activities with minimal supervision.
* Ability to navigate across the organization to solve problems.
* Strong coaching and mentoring skills.
* Demonstrate the use of interpersonal and social skills in individual and group settings, including:  + Actively listening to what other people are saying.  + Verbally communicating fluently and confidently with subordinates, peers and senior management.  + Presenting written communication in appropriate formats with good grammar and punctuation.  + Instructing, coaching and mentoring to improve performance and employee development.  + Networking to proactively establish a variety of contacts and build new relationships.  

+ Negotiating to reconcile differences and produce an agreement.  + Recognizing and resolving conflict through collaboration and consensus.
* Experience in team supervision and leadership:  + Evaluate and assess the processes and results of a team.  + Give instructions and measure the accomplishment of a task.  + Set goals and provide appropriate feedback.  + Motivate a group of people toward a common goal.  + Provide guidance or direction in new situations.

Project management experience/discipline with the ability to successfully develop programs and drive them to completion.  
* Understanding of the Product Space from a functional, business and market perspective.
* Previous experience in technical support leadership and/or software development leadership roles.
* KCS certification preferred.
* Lean Six Sigma certification preferred.
15+ years of experience in the IT software industry, including a minimum of 5 years in a management capacity. Broad understanding of industry trends and directions.
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