Director for GS (Weekend - Technical Support), NOTE: This role can be based in Broomfield Colorado OR Costa Rica OR Cork, OR Cairo, OR Bangalore. The successful candidate must work during America’s Business hours during the weekend (Saturday and Sunday) and take the ownership of overall GS Weekend business. This opportunity does not include international relocation and from FOW perspective is categorized as “flexible”(Remote work is not available during the tenure). The Director of GS (Weekend - technical Support), will have responsibility for defining & executing the weekend strategy working with all domains with GS. You will be tasked with providing the highest standards of technical support to global customers across all GS technical domains during the weekend (Saturday and Sunday). You will have team members reporting in a matrix and/or solid mode. End-to-end customer experience during the weekends will be your key responsibility . (But not limited to Weekend only due to the nature of business) As a member of the global support leadership team, you will be a trusted partner and will play an integral part in the global GS leadership team. To succeed in this position, you must have a passion for your business and the people within it, have an excellent ability to communicate at all levels, lead and manage critical customer escalations. You will collaborate with Global Support peers, GS Domain Leaders, customers, and field teams to influence and deliver desired outcomes. You must develop (or have) deep understanding of operational requirements (Knowledge of system, tools, processes .... Staffing, scheduling, reporting etc.) of deliver the world class weekend support. The role requires a leader with customer service mindset and leadership to drive teams and execute solutions in a rapidly changing environment. The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? Job Responsibilities: Lead our customer centric and motivated 24x7 "follow the sun" Global GS Weekend Support organization Ensure the teams meet and exceed our aggressive Support expectations, performing at or above industry leading targets including response time, resolution time, and customer satisfaction Define and execute the overall strategy for the Global GS Weekend Support organization. Develop infrastructure to ensure the teams scale in a cost effective and efficient manner, including process improvements, tools, automation, and systems integrations Having a deep focus on understanding our customers and obsession with improving and simplifying their support experience Act as the Voice of the Customer across the organization for Weekend Technical Support Use Customer Insight and Root Cause Analytics to identify improvements. Serve as the primary escalation point for Support questions or issues while working cross functionally across Engineering, Sales, Customer Success, Operations, Product Management, and Engineering to ensure successful customer outcomes Partnering with product, support, CXS leadership and Sales teams to ensure continuous development and improvement of support service delivery. Partnering with Global support domain leaders for resourcing and staffing for weekend support operations and managing the operations within allocated budget. Track weekend success metrics, synthesize results for weekly, monthly, and quarterly reports, and communicate accomplishments and risks to leadership Building High Performance Team / Continuous improvement: on the look-out for new tools and technologies to better serve the customer Develop an environment of trusted leadership built on a base of integrity, ethics, diversity, and inclusion Develop a global network of peers and colleagues Job Requirements Proven leadership experience in a Global Support function including SaaS support Proven ability to deliver operational excellence while running 24*7 support teams at scale Exceptional communication skills and collaborative orientation Success in developing strong working relationships across the organization and with customers at all levels Strong awareness of support and technology trends and their potential influence on VMware’s business Proven ability to foster a sense of team and mission; gets the team excited to take on new challenges and be part of the support team Depth in leading, develop and coaching high performing support teams. Innate interest in constantly learning new things and ways of working Adds to the culture of the support team and cares about diversity, inclusion and belonging BA/BS required, in Computer Science or related technical degree preferred, MBA desirable Job Profile SSTSTS_M5 - Technical Support - Management 5 Where is this role located? Location: This role can be based in Broomfield Colorado OR Costa Rica OR Cork, OR Cairo, OR Bangalore Flexibility:

• The role is considered flexible from future of work perspective; you will be expected to live within a reasonable commute of the office.
• This role is not open for Remote Work Option.
• Based on business needs, there will be Local and Global travel requirements (not more than 10% of time per year)

#GlobalSupport Colorado exempt statement
The hiring range for this position is typically: $129,000 - $232,000. Actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/. *Note: Disclosure of Colorado pay and benefits required per sb19-968.
This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.
Category : Client Support
Subcategory: Technical Support
Experience: Business Leadership
Full Time/ Part Time: Full Time
Posted Date: 2022-07-18 Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure. What’s in it for you? The entire VMware team has created a unique business environment - one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

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