Group Manager - Cloud Support

Working at AtlassianAtlassians have flexibility in where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.Our office is in Bengaluru, but we offer flexibility for eligible candidates to work remotely across India. Whatever your preference - working from home, an office, or in between - you can choose the place that's best for your work and your lifestyle.Customer Support & ServicesAtlassian has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CSS organisation is looking for people with a passion for delivering customer support to help us build a future where customers come to us, not only because we provide amazing products and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.Your future teamOur Jira Service Management (JSM) Support team is comprised of people with backgrounds in customer service, software and technology. Our software powers the strategic direction of our Cloud customers, who count on our Support team to help empower their businesses in their Digital Transformation and ways of working.As a Group Manager, you will be focused on managing deliverables for the teams based in India supporting the EMEA region. You will own support deliverables and people metrics with an org size of 30+ employees (and growing). You will work with other Group Managers or Regional Managers world-wide in developing operational processes, driving alignment to deliver business results and customer impact, positively.

What you'll do

• Help develop and support advanced leadership capability in the organisation - mid and senior level managers, and their teams
• Foster an environment of legendary customer support - Improve solutions based on internal insights and customer feedback to inspire your team and the broader company to deliver higher value
• Define and implement support strategy to improve customer experience, scale the team, develop talent, balance cost and coverage
• Attract and nurture top talent, improve employee engagement and satisfaction
• Monitor, explore and enhance operational metrics (NPS< CSAT, etc) to determine strategic wins and drive improvements that will increase value for Cloud customers
• Collaborate with key partners (Cloud product leadership, Support & Success leadership, etc) to drive visibility of cloud support customer needs and ensure multi-functional and cross-geo collaboration
• Help drive Product, Technology and Process improvements.

Your background

• Experience: 17+ years in fast-growing global support operations serving a complex customer base with exposure working with diverse cultures.
• Minimum leadership experience of 9 years and your current role should be a Manager of Managers
• Demonstrated experience developing and promoting talent-nurturing programmes that lead to accomplished leaders and Support Engineers
• Leadership experience managing large teams to exceed operational performance goals

Our perks & benefitsAtlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.About AtlassianAt Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.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 provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.To learn more about our culture and hiring process, visit go.atlassian.com/crh.