Group Manager, Jira Align Customer Support

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.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.Your future teamOur Jira Align Support team is comprised of people with backgrounds in customer service, software and technology. Our software powers the strategic direction of our Enterprise customers, who count on our Support team to help empower their businesses in their Digital Transformation and ways of working. We're hiring a Group Manager, reporting to Head of Jira Align Support. You are a Manager of Managers, with a background in Enterprise Support and passion for developing leaders who deliver big outcomes. Collaborating with Regional Managers from other geographies and heads of departments, you will define strategic direction and operational strategies for our Jira Align support team and services. In your role, you'll lead our EMEA and APAC teams to achieve success against our company and product goals.

What you'll do

• Help develop and support advanced leadership capability in the organisation - mid and senior level managers, and their teams
• Attract and nurture top talent, improve employee engagement and satisfaction
• Monitor, explore and enhance important business processes and core operational metrics such as NPS and CSAT. Lead regional and global awareness for the health of the business and areas of investment within the team
• 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
• Anticipate the evolution of our customers and their needs in partnership with your peers and R&D leadership
• Guide complex, collaborative cross-regional programmes to accomplish broader company strategy

What will be your responsibilities?

• 15+ years of experience scaling and improving global support operations serving a complex customer base
• Demonstrated experience developing and promoting talent-nurturing programmes that lead to accomplished leaders and Support Engineers
• Energised by presenting and celebrating wins, challenges and the impact on the health of the business to senior leadership
• Leadership experience managing large teams to exceed operational performance goals
• Exceptional behavioural assessment capability and the ability to teach this to others
• Experience building a customer-centric culture that advocates for the customer's needs
• Experience interpreting data analytics to find insight and deliver customer value
• Demonstrated experience and success in multi-functional influence and inspiring change
• Wonderful experience inspiring teams to support company and team programmes

Competencies

• Customer Centricity
• Business Acumen
• Change, adaptability and Flexibility
• Team Player

Qualification & Experience

• Language qualification
• English language: fluent in reading, writing and speaking.
• Bachelor degree in Computer Science, Information Technology, or related field AND

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.