Group Manager, Cloud Growth Support (DevOps IT) EMEA

Working at AtlassianAtlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.We are looking for a passionate and inspiring leader to join our Cloud Growth Customer Support Team. This position will work directly with Regional Support Managers worldwide as well as collaborate with the heads of other internal Atlassian departments. This position will focus on the operational effectiveness of the DevOpsIT Cloud Growth Support Team and will be based in Europe. This position will help identify areas for continuous improvement, contribute to policies and frameworks and, more importantly, ensure the continued development of talent at all levels of the Support organization.To service our customers effectively, you need to be able to build an environment that attracts top talent and nurtures them. The Team needs to be focused on delivering against our goals. You will need to ensure the Teams execution and delivery via regular performance management activities and by conducting calibration exercises across the Team to ensure alignment. You will be joining our Customer Support Services (CSS) department at a really exciting time as Atlassian is growing rapidly year over year. In CSS, we plan to help our customers unlock value from our products faster. This will be an opportunity for you to play a major role in achieving that goal.

Your success will be based on your ability to:

• Lead a team through hyper-growth transformation by scaling intelligently while improving the customer experience
• Grow the leadership capability of the DevOpsIT Team - Senior Managers, Front-Line Managers, as well as their Teams.
• Attract and nurture top talent
• Continuously improve employee engagement and satisfaction
• Monitor and optimize critical business processes and operational metrics
• Foster an environment of Legendary Support while positively influencing Atlassian products' NPS & CSAT scores
• Detect and adapt to the evolution of Cloud Growth customers and their needs in partnership with Product leadership
• Drive cross-functional and cross-geo initiatives to execute company strategy

Your key responsibilities will be to:

• Help define and implement Support strategy to improve customer experience, scale the team, develop talent, balance cost and ensure coverage
• Present strategy, deliver key insights, report on monthly/quarterly progress to Leadership
• Coach and develop strong leadership capabilities and a continuous improvement mindset
• Inspire and motivate Support Leadership and Support Engineers to be the best they can be
• Foster an environment and culture of Legendary Support throughout the Cloud Growth Support team
• Analyze operational metrics to drive improvements that will increase our products value to our customers

You would be a flawless fit if you have:

• 10+ years of experience in global support operations
• Demonstrated experience in designing and implementing talent-nurturing programs that grow strong Leaders and strong Support Engineers
• Experience with presenting to Senior Leadership, clear and concise successes, challenges and conveying impact on the overall health of the business
• Leadership experience managing cross-geo teams to meet and exceed operational performance goals
• Experience in building a customer-centric culture that champions the customer's needs
• Experience with interpreting data analytics to derive insight and drive customer value
• Demonstrated experience and success in influencing and inspiring change
• Strong communication and organizational skills to support the company’s initiatives

More about our teamOur team is filled with top-notch technical individuals who are excited to be building a new service offering and experience for our customers. We challenge one another every day and hold ourselves accountable for our work, product as well as our customer's overall success. We all enjoy the interactions with the customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, pushing harder for the root cause and a solution. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. We believe we can add significant value to the business by listening to the customer's experiences, translating these into actions, and championing their short-term issues and long-term needs throughout the organization. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and is all about providing legendary service to our customers.Our perks & benefitsTo support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.About AtlassianThe world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.To learn more about our culture and hiring process, explore our Candidate Resource Hub.