Associate Manager, Resolution

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

 

Associate Manager, Resolution

 

Why We Have This Role

As a Manager of the Resolution team, you will combine a passion for developing and leading teams, solving our hardest technical challenges, and helping continuously scale business problems to improve how we service our customers. You’ll help drive customer obsession and satisfaction by assisting with issue resolution, escalation, and prioritization, enabling our customers unlock value from our products and services. Working closely with our Global Head of Customer Support Operations, Engineering leadership, and other cross functional leaders, you will cultivate a strong network that enhances our customer experience. You should have a strong interest in (1) building high performing teams; (2) driving operational best practices; (3) strategic prioritization; and (4) consistent improvement of technical and operational processes. 

 

How You’ll Find Success

• Lead our high-performing Resolution team to design and implement global and scalable operational processes.
• Provide coaching and mentorship to guide career development, including evaluating performance of team members and providing actionable feedback while also managing forecasting and resource allocation.
• Work cross functionally with Product, Engineering, and Client teams to influence product roadmap and to enhance the customer experience.
• Gather operational insights and identify trends/customer issues from various data sources (data warehouse, customer feedback data, internal tools).

• Communicate team impact and results to key stakeholders and act as an advocate for the team within Qualtrics.
• Results-oriented mindset: Driven by achieving success, and takes action to celebrate success, remove barriers, and make choices to adjust focus areas as needed.
• Strategic thinking: Able to design and implement innovative, global, and scalable operational processes that increase efficiency and ensure a positive stakeholder experience.

 

How You’ll Grow

• Leadership Development: As a Manager, there will be ample opportunities for the individual to further develop their leadership abilities.
• Strategic Thinking and Process Improvement: You will have the chance to design and implement innovative, global, and scalable operational processes. You can take the initiative to identify areas for improvement, streamline processes, and optimize efficiency within the department.
• Cross-Functional Collaboration: You will have the opportunity to gain exposure to different areas of the business to broaden your understanding of the company's operations, enhance your communication and teamwork skills, and provide a holistic perspective that will be valuable for your career advancement.

 

Things You’ll Do

• Lead the Global Resolution team to triage, resolve, and when needed, escalate technical bugs to engineering
• Provide coaching and mentorship to guide career development for their team
• Work closely with cross-functional counterparts to identify and drive initiatives to improve the customer experience
• Collaborate with the Product team, bringing unique insights on product functionality and operational data to inform the product roadmap
• Manage team capacity, forecasting, and resource allocation
• Communicate team impact and results to key partners and act as an advocate for the team within Qualtrics
• Maintain an expert knowledge of the Qualtrics XM Platform and other products and drive improvements to product quality/customer experience