Head of Global User Operations

At Asana, we’re building work management software to help every organization in the world become more effective in working together and realizing their goals. Our Customer Experience team is committed to helping customers in their post-sales journey to deploy, adopt, and use Asana as both a technology product and a holistic way of working. We strive to help our customers, across geographies, industries, and functions, get off on the right foot, experience the most value out of the tool over time, and ultimately renew & grow their subscription.

What you’ll achieve

• Improving Customer Satisfaction: Ensure that support services are delivered in a timely, accurate, and professional manner. This will require identifying and addressing pain points in the support process, implementing new technologies and tools to enhance support services at scale, and developing customer-centric support strategies. 
• Deliver Enterprise-level Support: Deliver 24x7 support within stated SLAs to our top tier of customers by implementing a globally integrated model with tiering, multi-channel capabilities, and expedited service, with the ability to monetize higher service levels.
• Managing Global Support Teams: Ensure that the teams have the necessary skills, knowledge, and resources to deliver exceptional support services in a consistent manner globally. This will involve coaching, mentoring, and training support staff, as well as developing performance metrics and incentive programs to motivate and reward high performance. This includes managing offshore outsourced vendors.
• Improving Support Processes: Continuously improve support processes to enhance efficiency and effectiveness. This will involve identifying and addressing bottlenecks and inefficiencies in the support process, implementing new tools and technologies to automate support tasks, and developing metrics and analytics to measure support performance and identify areas for improvement. 
• Implementing New Technology Solutions: Identify and implement new technology solutions that can drive efficiency and improve support services. This may involve researching new tools and platforms (chatbots, generative AI etc.), and evaluating their effectiveness - and ensuring support data feeds into a single source of truth for overall customer data for our customer-facing teams.
• Expert Use of Data Analytics and Reporting Tools: Identify trends and share actionable insights with product teams for improving customer experience.
• Employee Engagement and Retention: Manage the support team with empathy and kindness  and lead them through a major transformation. Develop a long term career path for the support team. Key metrics for measuring employee engagement and retention include Employee Satisfaction through Engagement Surveys, and Employee Turnover Rate.

About you

• 15+ years building and implementing support offerings in high-growth, B2B, SaaS, cloud and technology industries supporting a global customer base.
• 10+ years’ experience managing a geographically distributed customer facing technical support organization, across culturally diverse teams.
• Experienced in modernizing a global, product-focused customer services and support team by driving the adoption of modern processes, technology and service models.
• Ability to form strong cross-functional relationships and influence others to drive towards a common goal.
• Exceptional communication skills (both oral & written), demonstrated executive presence and capable of presenting information across all levels of an organization.
• Highly adaptable. Able to prioritize challenges and changes in a timely manner while driving for the best possible results including financial management expertise.
• Executive level experience working with global customers across multiple enterprise engagement cycles
• Ability to lead with empathy, and build trust with the support team.

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.