Director of Global Technical Support at OpenMarket

| Seattle
!Sorry, this job was removed at 12:21 p.m. (PST) on Wednesday, March 4, 2020
About OpenMarket 
We’ve got a pretty good thing going on here at OpenMarket. We’re leaders of a mobile industry that's transforming the way customer obsessed businesses communicate with their customers. Join our team: we're friendly, caring, weirdly tenacious, and fun.
The world’s biggest brands seek us out because we love finding ways to help them make their customers’ lives easier. It’s this obsession with customer experience that helps us develop software, technology and processes that competitors all over the world desire.
OpenMarket Culture 
We’re seeking enthusiastic, collaborative and resourceful people from a range of backgrounds who know how to get things done. Success comes from our culture, diversity and dynamic global team so we value people who are authentic, take ownership, and deliver together. Does this sound like you? 
About the Role:
As the Director of Technical Support, you will be a critical member of the Global Operations leadership team and lead a department that provides 24x7 monitoring and support. You will manage geographically dispersed Technical Support and Operations Center teams that provide exemplary support services to a wide range of customers and partners. 

What you'll be doing:

  • Run seamless day-to-day support and operations with a focus on metrics that ensures the highest levels of customer satisfaction and retention.
  • Develop and nurture highly effective collaborative relationships across Engineering, Product, Operations and Sales teams to deliver a world class support experience.
  • Build and grow a high-performance global team through effective hiring, coaching and development. 

What to bring:

  • 12+ years experience building and leading a growing Technical Support and Operations Center functions.
  • 8+ years building high functioning Support and Operations teams, including; recruiting, mentoring and retaining a diverse talent base.
  • Strong innovation mindset, analytical skills, excellent oral, written communication skills and experience effectively communicating project/program mission and objectives.
  • Solid operational discipline to run and improve the day-to-day operations seamlessly with strong focus on metrics, SLA and OKR delivery.
  • Passion for building diverse teams and providing an inclusive environment where employees can show up as their authentic self and do their best work.
  • Expertise managing escalations for high severity customer issues and driving towards successful resolution. 

Nice to have:

  • Working experience of A2P communications or wholesale telecom operations.

You'll be a great fit if:

  • You love being a part of a small, dynamic, and agile team that encourages you to learn and grow.
  • You desire to work with some of the world’s top brands.
  • You love finding solutions to interesting problems and figuring out how things work.
  • You welcome having autonomy with complex tasks.
  • You are passionate about using your experience and expertise to inspire the team.

Education/ Training:

  • Minimum of Bachelor’s degree in Engineering, Management, Business or related field. 

Ability to travel up to 25%.
Additional Information 
This position is open in Seattle, WA. 
OpenMarket embraces diversity and is an equal opportunity (EEO) employer. 
We are unable to sponsor new U.S. work visas at this time. 
Employment in this position may be contingent upon successful completion of a criminal and/or credit background investigation.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • Maria DBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases

Location

Our company is located across the street from Myrtle Edward Park.

An Insider's view of OpenMarket

How would you describe the company’s work-life balance?

Work-life balance is one of the things I appreciate most about working at OpenMarket. It’s a value our leaders are proud of, and I can share from experience that the company stands by it. Many of us have flexible schedules, which works well with having teammates in different time zones across the globe.

Niki

Product Marketing Manager

What projects are you most excited about?

I am very excited about our team starting to shift parts of our application to the cloud. The SMS team is sending over 2.5 billion SMS messages a month, and that number is growing very fast. As a part of the core SMS team, a chunk of my work is finding ways we can scale our system more efficiently so as to better handle the growing traffic.

May

Software Developer

How does the company support your career growth?

The single biggest aspect of OpenMarket that has enabled my career growth is the knowledgeable and accessible leaders who have always made themselves available to meaningfully answer questions I've had about my career. Over my 7 years here, they have helped me crystallize my goals, worked with me to lay out a path to success, and provided feedback.

Zach

Technical Program Manager

What is your vision for the company?

I lead the Global Operations organization for OpenMarket and I love my job! My vision for Global Operations is two fold: provide OpenMarket customers with the programs, resources, and support to make them wildly successful, and provide OpenMarket employees with the tools, resources and support to help them grow and excel.

Seujan

Vice President of Global Operations

What are some things you learned at the company?

One of the main lessons I’ve learned at OpenMarket is that you can’t do your best work unless you can be your authentic self. At OpenMarket I get to be my weird self on a daily basis – I feel like I really belong. I think across the board OpenMarket tries to foster that sense of belonging for everyone.

Bryn

Senior Manager, Talent Acquisition

What are OpenMarket Perks + Benefits

OpenMarket Benefits Overview

At OpenMarket, we value people. We take care of our employees every way we can, with comprehensive benefits, cool perks, and fun offices.

The different benefits we offer depend on the country you’re in. But the great thing about our Amdocs connection is that we get access to the benefits packages of a much larger company.

Culture
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Daily Stand-up
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Pair Programming
Open Office Floor Plan
Diversity
Documented Equal Pay Policy
Dedicated Diversity/Inclusion Staff
Highly Diverse Management Team
Unconscious Bias Training
Diversity Manifesto
Someone's Primary Function is Managing the Company's Diversity and Inclusion Initiatives
Mean Gender Pay Gap Below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and Learns
OpenMarket hosts lunch to learn different area of the business.
Cross-Functional Training Encouraged
Promote from Within
Online Course Subscriptions Available
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