Global CS Senior Manager - Horizon Support Leader

Omnissa; Atlanta (GA); Híbrido; USD 125 000 - 167 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

401k with matching contributions

Employee ownership

Paid time off

Resumo da oferta

Omnissa in Atlanta, GA, is seeking a Senior Manager to lead AMER customer support for Horizon products through a team of frontline managers and about 65 TSEs. You’ll develop leaders and set consistent standards across regions.

This role focuses on coaching, performance, data-driven decisions in Salesforce, and ensuring high CSAT while expanding AI-enabled self-sufficiency and cross-regional alignment with EMEA and APJ.

Qualificações

• 5+ years in customer support or support operations.
• 2+ years in people management leading support teams.
• Experience coaching leaders and handling tough performance conversations.
• Comfort using data to form your own view.
• Experience working with multiple regions and time zones.

Responsabilidades

• Coach and develop your managers through regular 1:1s and development plans.
• Address underperformance and retain top performers.
• Escalation point for complex customer issues, including Federal and strategic accounts.
• Use Salesforce data to anticipate issues and protect retention and CSAT.
• Set standards and processes across all teams, including SLA adherence and cross-skilling.

Conhecimentos

People management

Data-driven decision making

Leadership coaching

Cross-regional collaboration

Customer service performance

Escalation handling

Formação académica

Bachelor’s degree or equivalent

Ferramentas

Salesforce

Descrição da oferta de emprego

Omnissa in Atlanta, GA, is seeking a Senior Manager to lead AMER customer support for Horizon products through a team of frontline managers and about 65 TSEs. You’ll develop leaders and set consistent standards across regions.

This role focuses on coaching, performance, data-driven decisions in Salesforce, and ensuring high CSAT while expanding AI-enabled self-sufficiency and cross-regional alignment with EMEA and APJ.