Director - Red Hat Global Support Services (Brno Office, Czech Republic or Waterford Office, Ireland)

<p><span>The Red Hat Global Support Services (GSS)  team is looking for a Director to join us in Brno, Czech Republic. In this role, you will lead all aspects of Global Support Services teams based out of EMEA. You’ll participate actively in GSS projects and ensure close alignment and collaboration across the larger organization. You’ll also maintain a tight alignment with the Global Engineering team, Regional Field Teams, and Business units. As a Director, you will be heavily involved in customer-facing activities in both proactive and escalated situations. You are expected to be the face of the organization in the region for all the field teams. </span></p><p></p><p><span>The candidate needs to be allocated in Brno, Czech Republic or </span>Waterford Office, Ireland<span> and the position is office based.</span></p><p></p><p>What you will do</p><ul><li><span>Promote “customer success” and “customer first” attitudes within Red Hat’s global support team</span></li><li><span>Foster a culture that is focused beyond break-fix issues and strives to improve the customer experience.</span></li><li><span>Plan vision, strategy, policies, and procedures for the GSS team and the interaction with other teams and Red Hat’s Engineering teams</span></li><li><span>Achieve global operational consistency while maintaining regional customer-specific requirements and variances</span></li><li><span>Guide the operations within global support in terms of managing service-level agreements (SLAs), volume, time-to-resolution (TTR), and customer satisfaction score (CSAT)</span></li><li><span>Coach, mentor and provide direction to the next-level management associates to ensure overall accountability and performance improvements</span></li><li><span>Achieve solid compliance to global support performance indicators </span></li><li><span>Establish excellent communications across the global team</span></li><li><span>Collaborate with GSS regional managers and support center managers and other senior management associates to ensure and support CEE-wide continuous quality and process improvement projects</span></li><li><span>Foster a partnership with peers in the Engineering, Critical Account Program,  Customer Success and Sustaining Engineering organization in order to guide usability, supportability, and adoption initiatives</span></li><li><span>Foster a partnership with regional sales and services  to be able to  connect directly with customers, build relationships and drive exceptional support experience. </span></li><li><span>Continually innovate the CEE experience internally and externally for customer experience improvements</span></li></ul><p></p><p>What you will bring</p><ul><li><span>Global experience at a senior management level in a customer-facing support,services, or customer success role within a fast paced, growing company</span></li><li><span>Experience in recruiting, supervising, motivating, coaching, and performance managing team members</span></li><li><span>Proven ability to interact effectively and diplomatically with people from all levels of an organization and diverse cultural backgrounds; ability to communicate internally, externally, and globally</span></li><li><span>Ability to stay focused on the implementation of strategic initiatives</span></li><li><span>Ability to handle multiple priorities and work under deadline pressure</span></li><li><span>10+ years of industry experience</span></li><li><span>Willingness to travel  within Europe and Globally. </span></li><li><span>Open source experience and working in an IT vendor environment</span></li></ul><p></p><p><b>About Red Hat</b><br/><a href="https://www.redhat.com/" rel="noopener noreferrer" target="_blank">Red Hat</a> is the world’s leading provider of enterprise <a href="https://www.redhat.com/en/about/open-source" rel="noopener noreferrer" target="_blank">open source</a> software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Opportunities are open. Join us.</p><p></p><p><b>Diversity, Equity &amp; Inclusion at Red Hat</b><br/>Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and ac