Strength in Trust  

At OneTrust, we exist to unlock every company's potential to thrive by doing what's good for people and planet. Using cutting-edge technology and a real-world approach to privacy, GRC, ethics, and ESG, we’ve created a no-nonsense platform to help supercharge the global push for Trust Intelligence. 

The Challenge 

OneTrust’s Support team is critical to customer retention. We need to sustainably grow and mature this organization – to one that is able to balance to effective day-to-day operations supporting an ever-expanding customer base, while also executing against strategic priorities as the company grows. In this dual role as Senior Manager - Support, you will be integral to this process – adding much-needed leadership and focus to the Support team, while owning and progressing one of the Support team’s key priorities: implementation of a global critical incident management process and function. 

Your Mission 

  • Day-to-day management of the support organization (functional, technical, enterprise teams), including:
    • Agree and deliver support team’s people strategy including recruitment, training/upskilling, and driving performance culture (including IDP process) across all teams
    • Oversight of support operations in team (e.g. daily operations stand ups etc.) including accountability for core metrics e.g. CSAT, CRT, backlog, etc.
    • Handling / directing customer escalations, and escalating with product team as needed
    • Support global continuous improvement initiatives in collaboration with global & regional support leadership team
    • Represent support team in PSO leadership / management forums
  • Develop and implement critical incident management process
    • Evolve draft high-level process and develop detailed sub-processes / assets / templates
    • Establish key interfaces / agree rules of engagement with non-PSO groups e.g. CloudOps, R&D
    • Communicate process to all relevant stakeholders / ensure cultural change around critical incidents embedded across PSO
    • Oversee ongoing execution of critical incident management process and report on progress / agreed metrics
    • Act as incident manager for agreed incidents
    • Begin building dedicated escalation management team within EMEA support organization

You Are 

You are a results-driven and determined individual used to working in a fast-paced and dynamic environment. You’re a motivating leader who can problem-solve and process information quickly. You are steady in the face of business-critical issues and capable of handling customer escalations. You’re an excellent communicator who can clearly and efferently take information from the client and translate it to relevant teams.

Your experience includes:

  • 8+ years of relevant experience in professional services
  • 4+ years managing a team, both in-person and remotely
  • Experience autonomously managing critical incidents and liaising with customers at C-level
  • Proficient with use of ITSM / CRM tools such as Salesforce, Zendesk or ServiceNow
  • Proven ability to engage across corporate functions (Professional Services, and Product Management) with a strong network within the organization

Extra Awesome  

  • Language skills (French, German, Spanish, Portuguese)

Resources  

Check out the following to learn more about this role 

Benefits 

As an employee at OneTrust, you will be a part of the OneTeam. That means equity, bonuses, unlimited PTO, and 100% paid medical benefits (and that’s just the beginning!). 

Our employee rewards philosophy spans mental, physical, and emotional well-being because we want our people to succeed both in and out of the office. Some benefits differ depending on region, but here’s what you can expect from our OneTeam Total Rewards Program:  

Competitive Compensation: We offer top pay for top talent with competitive total packages including equity for all, performance bonuses, and retirement savings with match. We’re also committed to fair and equitable pay practices.  

Workstyle Flexibility: At home or in the office, we trust you to get the job done. Our people have the option to work in the office, fully remote, or a hybrid based on their role. Explore a new country with our short- and long-term global mobility program, and go green with commuter program discounts, and in-office perks (free food, drinks, and happy hours, anybody?).  

Career Development: You’re not just joining any company; you’re joining the company that built the category-defining software platform for trust. You can become an expert and earn industry certifications with training and exams paid for by us and access to our learning & development program and guest speaker series.   

Employee Recognition: We celebrate our accomplishments the best way we know how – together. Our people are invited to attend employee appreciation social events (including our awesome annual holiday party), participate in ticket giveaways for local city events based on your home office location, and celebrate one another through our #CheersforPeers channel.  

Focus on Wellbeing: Take the vacation or volunteer - we have unlimited PTO globally. You’ll also have access to ClassPass memberships, generous company holidays and your birthday off, paid sick days, Employee Resource Groups (or, as we call them, Employee Trust Groups), and other ways to get connected or support company diversity, equity, and inclusion goals.   

Health Benefits: No package is complete without great health benefits. This role may receive company-paid employee healthcare premiums, parental leave, and access to mental health benefits and employee assistance programs. Specific benefits differ by location, so please check with your recruiter to specify what this role will receive. 

Our Commitment to You 

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career. 

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

 

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Equality and Diversity Monitoring Form

OneTrust is committed to ensuring that all job applicants and members of staff are treated equally and encouraging diversity amongst the workforce. Is it important that we monitor and analyse diversity information so that we can ensure that our recruitment practices are fair, transparent and promote equality of opportunity. This form is intended to help us maintain equal opportunities best practice and identify barriers to workforce equality and diversity. Your participation will help us ensure we design and use policies and processes that attract and retain a diverse and talented workforce.

Any information you provide:

  • Will be kept securely, anonymously and aggregated
  • Will not influence the assessment of your application, the form will be separated from your application on receipt and will not be seen by anyone directly involved in the recruitment process

We would appreciate your cooperation in completing these questions and providing us accurate data to help us ensure equality of opportunity for all. The information on this form will be used for monitoring purposes only and will not be used in any decision affecting you.

All questions are optional. You are not obliged to answer any of these questions but the more information you supply, the more effective our monitoring will be. All information supplied will be treated in the strictest confidence. It will not be placed on your personnel file. 

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