Senior Manager, Global Customer Service

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

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.

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 applicants of all ages. Omnissa will provide reasonable accommodations to applicants and employees who have protected disabilities consistent with applicable federal, state and local law. This job requisition is not eligible for employment-based immigration sponsorship by Omnissa.

Omnissa is the digital work platform leader, trusted by thousands of organizations worldwide as the former VMware End‑User Computing business. We make digital work, work – for businesses and their people. No painful IT processes or productivity trade-offs. Instead, a seamlessly delivered digital employee experience that simplifies work. Our comprehensive digital work platform enables IT teams to provide secure, personalized experiences for every employee, on any device. Omnissa unifies, automates, and efficiently scales the digital workspace. By empowering employees to do their best work, anywhere, we help workforces everywhere unlock exponential business value. All is made possible with the Omnissa™ Platform, the first AI‑driven digital work platform for smart, seamless, and secure work experiences from anywhere. It integrates multiple industry‑leading solutions across Unified Endpoint Management, Virtual Desktops and Apps, Digital Employee Experience, and Security and Compliance. By continuously adapting to users’ work styles, Omnissa optimizes user experience, security, IT operations and costs. Recognized as 2025 Digital Workplace Company of the Year 2025 InfoWorld Awards Finalist – App Volumes RemoteTech Breakthrough Award Winner – Digital Workplace Company of the Year CRN Product of the Year Finalist – Omnissa Horizon (DaaS) Omnissa is committed to building a workforce that reflects the communities we serve across the globe. We believe this brings unique perspectives, experiences, and ideas, which are essential for driving innovation and achieving business success. We hire based on merit and with equal opportunity for all.