Director, Support

Director, Support Operations

Our Purpose

Majesco helps the insurance industry not only keep pace with change but stay ahead of it. We’re a software company with insurance DNA; we are built for continuous evolution through relentless innovation. The insurance industry can no longer afford to react, it needs to lead. We give customers the confidence to decide, the products to perform, and the follow-through to execute to make insurance faster, easier and better for all.

All About the Role

We are seeking an experienced and hands-on leader to provide operations support to our Technical Support function through excellent leadership, operational execution, process transformation, change management and communication capabilities. Reporting to SVP, Global Business Operations, this individual will drive operational improvement with a cross functional team to enable process, technology and organizational effectiveness for Technical Support. This individual must be able to work collaboratively across the organization engaging our global team.

The candidate must be a proven business leader with the desire and experience to drive change and operational execution, skilled in leading large-scale businesses and diverse teams with analytics, communication, execution, and collaboration. The candidate must be an innovative operations leader with a track record of revamping organizations by leveraging technology to gain competitive advantage and drive growth. The candidate must also be able to build trust through relationships with people throughout all levels of organization. This role should champion culture change and shift the organization toward greater execution. 

Customer Success Operations:

• Develop a Technical Support practice library of standard operating procedures and support the associated deployment, adherence and compliance efforts.
• Drive predictable reporting, analyze business trends and make business recommendations based on these analyses - all in an environment of rapid growth and increasing complexity.
• Provide Majesco leadership with accurate and timely global capacity, headcount, forecast, utilization, and productivity reports on a consistent and recurring basis.
• Support executive-level communication including, but not limited to quarterly announcements, newsletters, leadership meetings, and customer business reviews.
• Support the management cadence for the business. Develop routine and ad-hoc analytic reports to senior management regarding business development initiatives, customer segment performance, performance against goals, annual planning cycles, and other cadenced reporting and metrics for this team.
• Ensure reports contribute to business insight and decision-making.

What You Bring:

• Proven capabilities in budget development, operational effectiveness and cost/productivity analysis
• Ability to leverage metrics and analytic tools to craft a compelling message
• Ability to effectively communicate current processes and future solution recommendations
• Able to resolve conflicts and identify solutions to move projects to successful completion
• Able to develop transition plans to move organization from current process to future state
• Strong understanding of SaaS business model and operational needs
• Global accessibility as well as the ability to seamlessly work with remote teams

All About You:

• 12+ years of relevant sales/business operations and strategy formulation experience
• Demonstrates advanced financial skills and capabilities, especially those related to P&L management and Rule of 40 SaaS metrics
• Ability to engage and motivate teams by utilizing excellent collaborative skills and knowing when to yield to improved methods/ideas
• Ability to make thoughtful decisions based on rigorous analysis in a timely manner
• Execution-focused - Ability to execute on vision, set plan to implement and deliver results
• Ability to effectively design and implement new commercial processes and/or enhance, implement and govern existing processes
• Inspires and influences the broader team by co-creating meaning and purpose. Engages and energizes at the Organization level and can lead through influence, not just reporting line
• Relishes building talent and teams while strengthening organizational capability
• Lives and Demonstrates Majesco’s Core Values of Integrity, Collaboration, Creativity, Curiosity, and Empathy in every interaction
• Champion culture change and inspire organizational shift toward greater execution

What Majesco Offers:

Majesco is committed to equal pay and transparency.  The annual base salary