Global Customer Service Senior Manager — AI-Driven Support

Omnissa, LLC in; Atlanta (GA); Hybrid; USD 125,000 - 167,000; Full time

Benefits offered by this job

Employee ownership

Health insurance

401k with matching contributions

Disability insurance

Paid time off

Job summary

Omnissa is seeking a Senior Manager to lead AMER customer support for Horizon products, guiding a team of frontline managers and about 65 TSEs across the region. You will scale leadership, set clear standards, and drive improvements as AI-enabled self-sufficiency grows.

The role reports to the Director of Global Customer Service and requires strong people leadership and data-driven decision making. Location: Atlanta, GA; hybrid work model.

Qualifications

• 5+ years of experience in customer support or support operations, including 2+ years of people management leading support teams.
• 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.
• Experience using CRM data (such as Salesforce) to spot customer risks early and drive proactive action.
• Workforce or capacity planning, or experience in an operations-driven environment, is a plus.

Responsibilities

• 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.

Skills

People management

Data-driven decisions

CRM data analysis

Clear communication

Change management

Technical fluency

Salesforce usage

Workforce planning

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

Omnissa is seeking a Senior Manager to lead AMER customer support for Horizon products, guiding a team of frontline managers and about 65 TSEs across the region. You will scale leadership, set clear standards, and drive improvements as AI-enabled self-sufficiency grows.

The role reports to the Director of Global Customer Service and requires strong people leadership and data-driven decision making. Location: Atlanta, GA; hybrid work model.