Manager, Support Analytics and Operations

$135,280 - $270,240/Yr

Nutanix - Durham, NC

Full-time - Mid Level

Durham, NC

Publishing Industries

About the position

The Support Analytics and Operations Manager will lead the integration of data analytics, insights, and product operations within the Global Support Organization. This role is crucial for driving data-informed decisions, optimizing support operations, and ensuring effective coordination with product teams to enhance the customer support experience. The ideal candidate will possess a strong background in data analysis and support operations, with a strategic mindset for process improvement.

Responsibilities

• Manage and monitor individual and team progress against quarterly OKRs and goals
• Provide feedback, mentoring, and training to team members to help them develop their skills and meet performance goals
• Develop and maintain analytical models, dashboards, and reporting tools that provide actionable insights into Support team performance, customer satisfaction, and Support KPIs
• Analyze Support data to identify trends, pain points, and areas for improvement within the Global Support Organization
• Collaborate with the Support management team to translate data insights into strategic action plans
• Serve as the main point of contact between Support and product/go-to-market teams, ensuring alignment on product features, updates, and their impact on Support operations
• Work with Product Managers to understand and anticipate product changes and enhancements, ensuring the Support team is well-prepared for new product launches and updates
• Maintain pricing schemas for Support Products, monitoring Support discounting thresholds, and approving ad hoc requests
• Identify, develop, and implement best practices, quality control, and standard operating procedures for data-driven Support operations
• Lead projects to improve operational efficiency, using data insights to optimize workflows, reduce case resolution time, improve Support productivity, and enhance the customer Support experience
• Regularly review and refine Support data collection and reporting methods to improve accuracy and relevance
• Keep Support management informed of key issues and changes that may impact expected business results
• Work closely with other functional areas of Support and departments such as Product Management, Engineering, Marketing, and Customer Experience to ensure a unified approach to customer Support
• Keep stakeholders informed of team progress, challenges, and initiatives

Requirements

• A minimum of 8 years of technology industry and Support management experience is required
• Bachelor of Science Degree in Electrical Engineering, Computer Science, related field, or equivalent experience is required
• Strong project management skills, with the ability to handle multiple priorities in a fast-paced environment
• Proven ability to analyze complex data, identify key insights, and drive data-based decision-making
• Demonstrate good judgment in solving problems as well as identifying problems in advance, and proposing solutions

Nice-to-haves

• 9 to 11 years of experience in technology industry and Support management preferred
• Experience in product management and customer support
• Data collection skills

Benefits

• 401(k)
• RSU
• Paid time off
• Parental leave