Why Qualtrics

Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 10,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy. Join a company that is dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment.

The Challenge

As the Global Operations Manager of Mission Critical Support, you will combine a passion for developing and leading teams, solving complex business problems, and ensuring delivery of top tier customer support. Your team will lead strategic, expedited, white glove management of issues critical to the success of our clients’ XM programs. On a daily basis, you will partner with our most strategic clients to understand their needs and challenges. Having defined success with a client, you will then collaborate closely with our engineering, customer success, technical account management, and support organizations to formulate and execute on a plan to successfully achieve the defined exit criteria. In doing so, you will play an integral role in driving customer obsession and loyalty to the Qualtrics platform.

You should have a strong interest in building high performing teams, driving operational best practices, expanding XM adoption, and providing a world class customer experience.

Responsibilities

  • Lead a global team of Mission Critical Support representatives to deliver program-level coordination and resolution of high impact issues affecting client XM programs.
  • Partner with clients to understand key client program priorities and current areas of concern and define near-term success criteria to restore confidence in the Qualtrics platform.
  • Work closely with in-region cross-functional counterparts and global peers to develop and deliver multidisciplinary solutions and support to improve the customer experience.
  • Define a governance model and drive effective communication with the customer and internally among key stakeholder groups in-region and globally.
  • Actively identify and remove internal or external conflicts or barriers to success.
  • Perform or coordinate retrospectives to understand incident root causes and provide feedback to prevent future occurrences or enable early detection.
  • Manage team capacity, forecasting, and resource allocation.
  • Provide coaching and mentorship to guide career development and evaluate performance of in-region direct reports and provide direct and actionable feedback.
  • Design and implement innovative global and scalable operational processes that increase efficiency and create raving fans using the Qualtrics product.
  • Communicate team impact and results to key partners and act as an advocate for the team within Qualtrics and to external customers.
  • Maintain an expert knowledge of the Qualtrics XM Platform and other products and drive improvements to product quality/customer experience.

Minimum Requirements

  • 8+ years of professional experience.
  • 3-5 years of direct client management experience.
  • Prior leadership experience - including building and leading teams.
  • MBA or advanced degree from a top-tier university.

Preferred Requirements

  • 1-3 years at a top tier consulting firm and/or relevant operational experience.
  • Self-starter capable of working concurrently across multiple projects in an energizing environment.
  • Flexibility to deal with client and internal challenges as they arise and the ability to develop and implement strategies to overcome these challenges.
  • Demonstrated track record of dedicated customer problem solving.
  • Technical degree (CS, Information Systems or Engineering).
  • Shown ability to build and lead teams to concrete and measurable results.
  • Excellent analytical/problem-solving skills with a history of driving impact within an organization.
  • Excellent interpersonal skills and the ability to inspire and lead others.
  • Detail-orientation with an ability to prioritize and meet bold goals.
  • Experience recruiting and hiring exceptional candidates.
  • Experience communicating team’s value-add for recruiting and sales discussions.
  • Experience working for a SaaS company.

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