Director, Technical Support Insight & Operations

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.

We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers.

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Dimensions

This role is part of the AVEVA Success Operations team within the Global Business Operations team. This is a global Director role focused exclusively on the Technical Support function within AVEVA’s Commercial organization. This position will report to the Vice President, Success Operations.

Principal Accountabilities

• Key business partner to the Technical Support SVP and their Leadership, driving & coaching regional operations to support on all areas of strategy, business planning & rhythm of business.
• Partner with the SVP of Technical Support, their leadership teams and regions, to effectively align and manage the leadership teams’ cadence of review and planning activities throughout the fiscal year.
• Ability to support department vision, set initiatives and develop supporting business cases
• Ensure planning, forecasting and budgeting efforts are appropriately integrated with other planning processes employed across the organisation.
• Work closely with the Leadership team to align the technology roadmap and strategy
• Foster continuous improvement with processes and systems from defining the high-level requirements and scope to coordinating the execution and launch of these changes
• Discover and Support each of the regions’ needs while driving global consistency in tools, processes and measurements
• Support the definition, delivery and analysis of key metrics/KPIs for monthly reporting and presentations as well as monitor to spotlight trends for management awareness
• Ability to think strategically and synthesize insights and business implications from data in a meaningful way
• Leverage analytics from large datasets and content to drive efficiencies and pinpoint operational issues
• Identify, define and prioritize project initiatives and associated stakeholders
• Monitor the impact of improvements in business processes to measure and report on operational efficiency and employee impact
• Work with Technical Support management to craft onboarding and enablement programs and collaborate with Business Operations functions to execute these programs
• Manage internal and external communications related to Technical Support policies and operations
• Organize and streamline workflows
• Act as point of escalation for Global Technical Support senior management for critical operational related issues and remediation
• Review, validate and provide content for contractual requirements related to Technical Support deliverables and entitlements
• Facilitate the creation and updating of content for internal and external web properties
• Partner across functions to promote Technical Support value and obtain input on performance and processes
• Act as Change Management champion and ensure/validate execution and communication content
• Develop, own & execute communication plans driving engagement and alignment
• Provide guidance to external functions on all Technical Support related processes, support programs and capabilities
  
  

Important Working Relationships

• Business Operations to coordinate enablement programs and required system updates
• Legal department to ensure entitlements and technical support terms are properly defined within the scope of the Global Contractual Framework
• Portfolio team members to ensure release readiness or End of Life impacts are understood and enabled
• Marketing team to develop relative collateral and internal/external website content updates
• IT to coordinate and prioritize system enhancements
• Work closely with the Adoption function, business operations and IT to align technology roadmap and associated processes
  
  

Knowledge, Skills & Experience Required

• Strong leadership skills to collaborate across multiple functions and secure stakeholder consensus
• Ability to handle multiple, simultaneous projects in a fast-paced environment while paying excellent attention to detail
• Demonstrated ability to work in dynamic work environment, introduce and foster positive changes that simplify the employee and customer experience, minimize overhead, and drive overall business results
• Experience in process and systems related to technical support or related function
• Excellent communication and proven ability to work across the business to align on efficient processes and achievement of established business objectives
• Proven experience defining/scoping effective and efficient processes within complex environments
• Presentation, interpersonal communication, and organizational skills with proven ability to lead cross-functional teams towards initiative success
• Highly motivated and self-directed
• 7+ years within a technical support or success operations related role
• A Bachelor’s degree in Business, Computer Science, Engineering or equivalent
• Experience in Microsoft Office tools such as Excel, Word and PowerPoint.
• Experience with technical support related software systems such as case management, knowledge management, CRM, telephony and self-service via AI or Chat.
  
  

Salary Range:

$176,500.00 - $294,300.00

This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.

USA Benefits: Competitive salary; high quality healthcare; 401(k) with 6% employer match; FSA and supplemental insurance; paid parental leave; 20 days PTO with increase for time served; 7 days of sick time; 3 days paid volunteering; flexible lifestyle benefits (commuter plans, backup care, emergency leave and fitness/education reimbursement opportunities)

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify AVEVA at [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.