Sr. Manager, Technical Support

About Us:

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Our opportunity:

We are looking for a Senior Manager to lead our Technical Excellence teams and manage the interface with our Product and Development teams. This role will implement the strategy for Technical Excellence in collaboration with our Support and Product Leadership. This function will liaise with internal teams such as Support Delivery, Product, PMO, Development and Maintenance teams to drive insights into trends, patterns and opportunities to improve Support productivity and the Staff/customer experience. You will manage a distributed team of folks to provide a stellar experience to our Global support staff and resulting Customer focused efforts.

Location:  Hybrid role, with regular onsite workdays at our San Jose, CA office

You will make an impact by being responsible for: 

• Planning, establishing and executing objectives that align with the strategic business objectives of WW Support operating plan
• Identifying, measuring, reporting and driving opportunities for continuous improvement across the entire technical support life cycle
• Working across teams, partner with Support Delivery, IT, engineering teams, and the product management team to implement supportability improvements
• Fostering continuous improvement via identifying opportunities to collaborate across support and engineering teams for driving fast issue resolution, identify process improvements, issue volume analysis during Support-Engineering interactions, establish and maintain joint SLA’s and agreements, supportability improvements that can be delivered in subsequent product releases
• Leading Product supportability initiatives, including representation at Engineering commit, Beta and GA phases of Product lifecycle
• Implementing troubleshooting training for Support Delivery teams in partnership with Product and engineering teams
• Contributing to the Product team by providing insight and feedback relative to customers’ critical business issues and solutions opportunities
• Negotiating and influencing skillfully with cross-functional groups such as Development, Product Management, Finance and IT to resolve key issues
• Effectively interfacing with Engineering and IT teams to implement regional support team requirements for systems, tools and processes. Drive plans for tooling, product, content and process improvements with support and engineering teams
• Selecting, building and developing the team by recruiting, training, defining staff development areas and providing ongoing feedback, coaching and training
• Regularly interacting with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship 

You will be a great fit if you have: 

• 10+ years related work experience (e.g. combination of working in an enterprise support leadership role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
• 3+ years leading and developing a global team
• 2+ years of product experience (e.g., engineering)
• Expertise in Salesforce.com reporting and dashboards
• Experience with visualization software such as Tableau or similar BI tools
• Deeper understanding of software technology
• Prior experience in automation technology would be a plus
• A track record of meeting complex stakeholder needs under tight timelines and resource constraints
• Ability to multi-task and simultaneously manage competing priorities coming from a diverse group of senior executives
• Ability to think and work independently, solve problems, and develop recommendations

You excel in these key competencies: