Job details

Director, Global Process Excellence

  • Department: Cloud and Customer Success
  • Location: San Mateo, CA, USA
  • Country: United States of America

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Drive the standardization and adoption of best practices across the Global Support organization
  • Understand and refine the processes and subprocesses that the Global Support organization uses to manage incoming support cases
  • Assist with the definition, documentation, communication and training of case management SOPs inspired by ITIL best practices
  • Drive the analysis of current performance, challenge/question existing processes & tool usage, recommend improvements, and oversee implementation of those improvements
  • Execute and lead cross-functional customer experience improvement projects
  • Support the reporting of key operational metrics using Salesforce.com and Qlik Sense
  • Collaborate with the Information Security team to achieve ISO certification and ensure the Global Support organization passes annual ISO audits
  • Build and maintain relationships with Directors and Managers in Global Support to ensure that services are consistent across regions, and that productivity goals are understood and exceeded
  • Develop action plans to address areas of concern identified in customer satisfaction surveys
  • Promote self-service tools and the knowledge repository as mechanisms to improve customer satisfaction and reduce costs
  • May take direct responsibility for one of the support teams as the organization grows
  • Perform other duties as assigned by the Vice President of Global Support

 

 
REQUIRED SKILLS AND EXPERIENCE:

  • 10+ years of work experience managing/leading an enterprise software support team
  • Direct people leadership experience including building out, managing performance and skill development
  • PMP and/or ITIL Certification is required
  • Experience managing and collaborating with virtual or remote international teams
  • Demonstrable experience defining, implementing, and managing business process change
  • Experience with a commercial customer incident tracking or CRM system such as Salesforce.com
  • Experience using a software defect tracking system such as JIRA

 

Personal Qualities:

  • Team orientation – Excellent interpersonal skills and ability to establish strong relationships with all levels of management
  • Excellent communication skills both verbal and written, with the ability to lead/manage large conference calls
  • Exceptional ability to manage changing priorities and ambiguity
  • Demonstrated collaborative skills and ability influence peers and senior management
  • Self-motivated with critical attention to detail, deadlines and reporting
  • Ability to work independently and as part of a team
  • Employ sound business judgment when making business decisions
  • Ability to convert general data and findings into specific, actionable recommendations
  • Use creative and innovative ways to solve problems
  • Display a strong work ethic and do whatever it takes to get the job done


Other Requirements:

  • Ability to read, write, and speak fluent English
  • We are a global team providing 24x7 support to our customers, so we expect you to be available as needed for after-hours production emergencies
  • Travel – Expect travel up to 25% to other Guidewire offices for training and meetings

 

 

Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.