Senior Manager, Global Customer Service

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

Benefits offered by this job

Health insurance

401k with matching contributions

Employee ownership

Paid time off

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

People management

Data-driven decision making

Leadership coaching

Cross-regional collaboration

Customer service performance

Escalation handling

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Job description

Job Description:

We are Omnissa!

Omnissa is the first AI-driven digital work platform, built to support flexible, secure, work-from anywhere experiences. We integrate industry-leading solutions—including Unified Endpoint Management, Virtual Apps and Desktops, Digital Employee Experience, and Security & Compliance—into a seamless, autonomous workspace that adapts to how people work. Our platform boosts employee engagement while optimizing IT operations, security, and cost. ****
Guided by our Core Values—Act in Alignment, Build Trust, Foster Inclusiveness, Drive Efficiency, and Maximize Customer Value—we’re growing rapidly and committed to delivering meaningful impact. If you’re passionate about shaping the future of work, we’d love to hear from you.

At Omnissa, we are committed to maintaining a fair, consistent, and secure hiring process for all candidates. As part of this approach, we use standard interview and verification practices designed to ensure alignment and protect both candidates and the organization. These practices are applied thoughtfully and with respect for candidate privacy.

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.

Omnissa is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind:
Omnissa is committed to the principle of equal employment opportunity and to providing a work environment free of discrimination and harassment. All employment decisions at Omnissa are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, ancestry, ethnicity, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past, present, or prospective service in the uniformed services, family medical history or genetic information, family or parental status, veteran status, or any other status protected by applicable laws or regulations in the locations where we operate. Omnissa will not tolerate discrimination or harassment based on any of these characteristics. Omnissa welcomes ...