Job Description:What is the opportunity?Omnissa's Global Customer Service (GCS) organization supports customers across AMER, EMEA, and APJ, including Federal and highly regulated accounts. We're looking for a Senior Manager to lead AMER customer support for Horizon products through a team of 3 experienced frontline managers (approximately 65 TSEs, many long-tenured and technically strong, and help them grow. GCS is adopting AI and building more self-sufficient TSEs who rely less on engineering. You'll help your managers understand the direction and lead their teams through it. You'll also work closely with your Senior Manager peers in EMEA and APJ so that processes and standards stay consistent across regions. This role isn't about knowing the work better than your team. It's about developing leaders, setting clear and consistent standards, and making sure things are working as expected, not just as reported. You'll report to the Director of Global Customer Service.
Why Join Omnissa?- Lead in a global organization with one consistent standard of excellence across regions.
- Build your senior leadership skills with real investment in your development and a Director committed to your growth.
- Help shape a team at a company building the future of customer service, with visibility into GCS's transformation and a voice in the extended leadership team.
- This role is designed for a leader who wants to grow deep in the senior manager craft over several years, not a quick steppingstone.
What You'll Do- Coach and develop your managers through regular 1:1s, development plans, and honest feedback.
- Address underperformance directly, and recognize and retain top performers.
- Serve as the escalation point for your managers on complex customer issues, stepping in directly to resolve them and reduce customer temperature, including for Federal and strategic accounts.
- Use Salesforce data to help your teams get ahead of customer issues and make sure customers are getting the service they need, to protect customer retention and satisfaction.
- Set consistent standards and processes across all teams, including support request quality, SLA adherence, cross-skilling/upskilling of TSE's, customer facing conversations during escalations and overall improvements to our customers support experience.
- Use data, skip-level conversations, and direct observation to see what's really happening.
- Plan ahead for staffing, capacity, and risk, and raise issues early.
- Translate leadership direction into clear expectations and confirm they take hold, including changes to how work gets done as we adopt AI and build TSE self-sufficiency.
- Own compliance and process controls for your teams, including Federal and regulated-account requirements.
- Partner with Senior Managers in EMEA and APJ to keep processes, standards and ways of working aligned across regions.
- Partner with Operations, PMO, Product and Engineering, and take part in the extended leadership team.
What Success Looks Like in 12 Months- Your managers are continuing to develop. Individual development plans are in place and top performers are retained.
- Standards and processes are applied consistently across your teams and are aligned with EMEA and APJ.
- Underperformance is addressed early and directly.
- Customer outcomes (CSAT, SLA, escalation and retention targets) are tracking to goal.
- Your managers can explain where GCS is headed and are leading their teams through the change.
What You'll Bring to Omnissa- 5+ years of experience in customer support or support operations, including 2+ years of people management leading support teams.
- Confidence leading experienced, technically skilled people who may know the work better than you.
- A track record of developing people and handling tough performance conversations.
- Comfort using data to form your own view.
- Clear, direct communication with your team and with leadership.
- Experience leading other leaders (managers of managers).
- Experience leading teams through change, such as new tools, new ways of working, or shifting roles.
- Technical fluency to judge the quality of your managers' coaching and escalation handling.
- Comfort stepping in as a senior escalation point for complex or tense customer situations.
- Experience using CRM data (such as Salesforce) to spot customer risks early and drive proactive action.
- Experience building working relationships across regions and time zones to align processes and standards.
- Workforce or capacity planning, or experience in an operations-driven environment, is a plus.
- Deep product or engineering expertise is not required.
Location: Atlanta, GA
Location Type: hybrid
Education: Bachelor's degree or equivalent combination of education and relevant professional experience.
Travel: minimal
Education: Bachelor's Degree preferred, or equivalent combination of education and relevant professional experience.
Compensation: The typical base salary for this role is between
USD $125,000 - $167,000 per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted hiring range based upon geographic location, work experience, education, skill level, or other relevant factors. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more.
