Director, Technical Support Insight & Operations

$176,500 - $294,300/Yr

Avéva - Houston, TX

Full-time - Director

Houston, TX

Motor Vehicle and Parts Dealers

About the position

AVEVA is seeking a Director of Technical Support Insight & Operations to join our Global Business Operations team in Houston, Texas. This pivotal role is designed for a strategic leader who will focus exclusively on the Technical Support function within AVEVA's Commercial organization. Reporting directly to the Vice President of Success Operations, the Director will serve as a key business partner to the Technical Support Senior Vice President and their leadership teams, driving and coaching regional operations to support all areas of strategy, business planning, and rhythm of business. The successful candidate will be responsible for aligning and managing the leadership teams' cadence of review and planning activities throughout the fiscal year. This includes supporting the department's vision, setting initiatives, and developing supporting business cases. The Director will ensure that planning, forecasting, and budgeting efforts are integrated with other planning processes across the organization. Additionally, the role requires close collaboration with the leadership team to align the technology roadmap and strategy, fostering continuous improvement in processes and systems from defining high-level requirements to coordinating execution and launch of changes. The Director will also discover and support the needs of each region while driving global consistency in tools, processes, and measurements. This includes defining, delivering, and analyzing key metrics and KPIs for monthly reporting and presentations, as well as monitoring trends for management awareness. The ability to think strategically and synthesize insights from data is crucial, as is leveraging analytics from large datasets to drive efficiencies and identify operational issues. The role will involve identifying, defining, and prioritizing project initiatives and associated stakeholders, monitoring the impact of improvements in business processes, and crafting onboarding and enablement programs in collaboration with Business Operations functions. In addition, the Director will manage internal and external communications related to Technical Support policies and operations, organize and streamline workflows, and act as a point of escalation for Global Technical Support senior management regarding critical operational issues. The role also includes reviewing, validating, and providing content for contractual requirements related to Technical Support deliverables and entitlements, facilitating the creation and updating of content for internal and external web properties, and partnering across functions to promote Technical Support value and gather input on performance and processes. Finally, the Director will act as a Change Management champion, ensuring effective execution and communication of change initiatives, and developing and executing communication plans to drive engagement and alignment.

Responsibilities

• Drive and coach regional operations to support strategy and business planning.
• Align and manage leadership teams' cadence of review and planning activities.
• Support department vision, set initiatives, and develop business cases.
• Integrate planning, forecasting, and budgeting efforts with other organizational processes.
• Collaborate with leadership to align technology roadmap and strategy.
• Foster continuous improvement in processes and systems.
• Support regional needs while driving global consistency in tools and processes.
• Define, deliver, and analyze key metrics/KPIs for reporting and presentations.
• Synthesize insights from data to inform strategic decisions.
• Leverage analytics to drive efficiencies and identify operational issues.
• Identify, define, and prioritize project initiatives and stakeholders.
• Monitor impact of process improvements on operational efficiency.
• Craft onboarding and enablement programs in collaboration with Business Operations.
• Manage communications related to Technical Support policies and operations.
• Organize and streamline workflows for efficiency.
• Act as escalation point for critical operational issues.
• Review and validate content for contractual requirements related to Technical Support.
• Facilitate content creation for internal and external web properties.
• Promote Technical Support value and gather input on performance and processes.
• Champion Change Management initiatives and ensure effective communication.
• Develop and execute communication plans to drive engagement.

Requirements

• Strong leadership skills to collaborate across multiple functions.
• Ability to handle multiple projects in a fast-paced environment with attention to detail.
• Experience in dynamic work environments, fostering positive changes.
• Experience in process and systems related to technical support or similar functions.
• Excellent communication skills and ability to align on efficient processes.
• Proven experience defining effective processes within complex environments.
• Strong presentation, interpersonal communication, and organizational skills.
• Highly motivated and self-directed individual.
• 7+ years in a technical support or success operations role.
• Bachelor's degree in Business, Computer Science, Engineering, or equivalent.
• Experience with Microsoft Office tools (Excel, Word, PowerPoint).
• Familiarity with technical support software systems (case management, CRM, etc.).

Benefits

• Competitive salary
• High quality healthcare
• 401(k) with 6% employer match
• FSA and supplemental insurance
• Paid parental leave
• 20 days PTO with increase for time served
• 7 days of sick time
• 3 days paid volunteering
• Flexible lifestyle benefits (commuter plans, backup care, emergency leave, fitness/education reimbursement opportunities)