Group Manager- Cloud Migrations Management

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 from an office (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 leader to run and grow our Cloud Migrations Management operation for the EMEA region and India This is a manager of managers role with strategic and functional impact. It will collaborate with the Head of Migrations and other regional Group Managers to define strategic direction and operational strategies, areas for continuous improvement, and develop the talent in the AMER/APAC region. This role will also work on cross-functional projects with partners in Sales, Product, and Customer Success and contribute to the creation of our team’s 1-3 year strategy.Migrations from server to cloud/ cloud to cloud are complex, multi-month projects which require deep technical knowledge, project management skill, gravitas, and exceptional customer service. To service them effectively you need to be able to build an environment that attracts and develops top talent, creates feedback mechanisms for our product and sales partners.You will join our Customers Support department at a really exciting time. Atlassian is growing rapidly year-on-year and we want to scale intelligently while helping our customers unlock the value of cloud faster. This is an opportunity to play a major role in achieving that company level goal.

Your success will be based on your ability to

• Grow the leadership capability in the org - front-line managers and their teams
• Monitoring and optimizing critical business processes and operational metrics
• Foster an environment of legendary customer support - positively influencing NPS/ CSAT and getting migrators to submit Marketing stories where applicable
• Drive or support strategic initiatives across cross-functional teams in Product, Sales, Channel, Technical Support, Marketing, and Customer Success.
• Communicate customer trends and feedback to internal teams to drive improvements to the product, or highlight gaps in documentation, positive/negative impacts of concurrent initiatives, and more
• OKR and metrics management for the Migrations impact within the migration strategy, including but not limited to 1) Ensuring the high completion rate of migrations, 2) Increased referrals for migrations by customers, 3) Operational efficiencies like the reduction of time spent during migration when engaged by Migrations

Responsibilities

• Identify and implement frameworks and programs that will develop support leadership and support engineer talent to be the best they can be
• Ownership of regional-level operational metrics for AMER/APAC
• Oversee staff planning and allocation for AMER/APAC regions and across customer segment
• Implement, Improve, and standardize key processes to ensure consistency and drive scale and efficiency across the migration process
• Develop an environment and culture of legendary support throughout the migrations support team;
• Presenting to senior leadership levels with clear and concise successes and challenges and the impact on the overall health of the business

You would be a flawless fit if:

• You have 10+ years of experience in fast-growing global professional services or support organization
• Leadership experience managing a team of (30+) to meet and exceed operational performance goals
• You have demonstrated experience in scaling teams through process and tooling improvements
• You have demonstrated experience in building a customer-centric culture that champions the customer's needs
• You can demonstrate success in multi-functional influence and inspiring change in a matrixed environment

More about our teamThe team is filled with top-notch technical individuals that 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 interactions with the customers, problem-solving, digging into complex issues, and actively championing 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 experience, 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.