Director of Global Technical Support at OpenMarket

| Seattle
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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

• Minimum 12 years’ experience building and leading a growing Technical Support and Operations Center functions.
• Minimum 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.

Education/Training

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

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.

Additional Information

• Ability to travel up to 25%.

• OpenMarket embraces diversity and is an equal opportunity (EEO) employer.

• 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

How do you collaborate with other teams in the company?

In my role, I work closely with teams across all of OpenMarket. I partner cross-functionally to ensure our Global Operations teams are prepared to support new features and products and provide the best customer experience possible. Getting the work done as a team is one of the best things about what I get to do here at OpenMarket.

Robi

Principal, Technical and Business Operations

What are some things you learned at the company?

So many things… The world of mobile messaging is bigger and more complex than anyone can imagine. It has a language all its own. Our customers are doing amazing things and my colleagues are constant inspirations. I’ve learned what it is like to have strong collaborative leadership who value their people.

Lalo

Senior UX Designer

What unique initiatives do you have that encourage innovation?

One of the best parts of OpenMarket is that we are small enough to allow teams to drive change and make a difference. Within the finance team, we typically have a handful of cross functional initiatives going at any given time. Overall we are constantly looking to innovate how we work and what we deliver as an organization.

Anthony

Director of Finance

What’s the vibe like in the office?

OpenMarket is flexible about working remotely but I like coming into the office anyway! It's nice having teammates nearby to help if you get stuck, and there's always a quiet corner if you need to focus. It's a really welcoming environment outside of work too - you can always find people chatting in the kitchen, playing ping pong, or getting lunch.

Jessica

Software Development Engineer

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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