Sr. Director, Escalations Management

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 seasoned leader to lead our Support Operations and Technical excellence teams. The role reports to the SVP of Global Customer Support and will define the vision and strategy for Customer Support Escalations in collaboration with our Support, Customers Success and Product Leadership. The leader will establish and lead AAI’s Critical Escalation Management function.

This role focuses on helping customers achieve their business goals through outstanding support during critical times. You will also be responsible for the interface between the Support organization and Engineering and Product team.  This function will liase with internal teams such as Support Delivery, Product, IT and Sales Operations to drive insights into trends, patterns and opportunities to improve Product and Support Experience for our Customers. You will manage a distributed team of folks to provide reporting, insights and dashboarding capabilities across the Standard support, Premium support, Escalation team, and Technical Excellence Organizations.

Location: 

Remote role - ability to work within any U.S time zone

You will make an impact by being responsible for: 

• Planning, establishing and executing objectives that align with the strategic business objectives of Global Support Escalations
• Delivering excellent customer care and escalations support in a 24x7x365 SaaS environment
• Identifying, measuring, reporting and driving opportunities for continuous improvement across the entire technical support life cycle
• Ensuring quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc.
• Delivering scheduled updates to internal and external stakeholders, including C-level individuals
• 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
• 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
• Defining and reviewing escalation and training processes, recommending and agreeing improvements with other affected functions, then ensuring successful implementation
• Working with the Support functional leadership to define KPIs and business instrumentation required to maximize business performance. Lead the monthly Support operational calls 
• Developing plans, drive for results and manage outcomes including escalation and risk mitigation as needed
• Reviewing and improving business processes, policies, procedures and technology across the Services organization in order to identify and implement best practices
• Using data analysis to understand and prioritize initiatives, measure and track key objectives
• 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) OR Bachelor's Degree in Computer Science, Information Technology, or related field AND 7+ years related work experience stated above
• 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

You excel in these key competencies: 

• Iterative mentality – start with the 80% solution and improve over time
• Ability to relentlessly prioritize based on business impact
• Strong communication skills are required to align a range of stakeholders on priorities, timing, and output
• Technical depth to enable collaboration with our Product and Development teams.
• Ability to work in diverse, fast paced environment and effectively collaborate across teams
• Ability to juggle multiple projects and initiatives simultaneously
• Ability to present complex technology concepts to Senior executives in an understandable way
• Drive improvements based on data analysis and evidence to bring positive change to Global Support
• Team player who will work across the organization to create and drive an actionable strategy
• 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
• Strong change management skills are critical to implement various WW Support strategies

The base salary range for this position in California, New York, and Washington is $215,000 – $230,000 and outside of those locations is $205,000 – 220,000 a year. The base salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, abilities of the applicant in alignment with market data and other factors. This position is also eligible for a discretionary bonus, equity and a full range of medical and other benefits.

Ready to Revolutionize Work? Join Us.

This is an opportunity to work with a global, passionate team pioneering technology that’s redefining the way people work, everywhere.  Join us and discover the many ways that you can have an impact, achieve your potential, and go be great.

Job Segment OR Key Words: SaaS, Customer Support, Escalations, Technical Account Management

Benefits and perks you’ll appreciate:

• Flexible work schedule / remote roles
• Unlimited Personal Time Off
• 12 holidays off per year
• 4 days volunteer time off per year
• 4 company “Achievement” days off per year
• Variety of health care and well-being benefits
• Paid family/parental leave
• We are a designated “Best Place to Work” for 2 years in a row! Learn more here
• Newsweek’s Top 100 Most Loved Workplaces in America 2023 – Learn more here

Automation Anywhere is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email recruiting@automationanywhere.com.

All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.