Product Business Solutions Team Manager: Customer Support Technology
Atlassian, United States
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 22, 2021
Last Date
Mar 22, 2021
Location(s)
Job Description
Atlassian is continuing to hirewith all interviewing and on-boarding done virtually due to COVID-19.All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.
"Customer Success and Agent Empowerment through Great Software"
The Customer Support Technology organization partners with Atlassian's Customer Success and Support teams to build intelligent self-service support systems, analytics, and smart tools to ensure that Atlassian’s customer care capabilities are frictionless for external customers and efficient for internal users. We are seeking seeking an experienced, passionate, and results-oriented manager to mature the team of product managers in Customer Support Technology, by championing tried and tested delivery patterns/plays, and operationalizing underlying processes that make Product Managers execute effectively. You will be comfortable working with leadership, product managers, designers, system analysts, and engineers across different teams within a quick-paced, fast-growing company to deliver leading edge customer care solutions.More about your responsibilities
We are a growing team of engineers, product managers, and designers of all levels of experience. We are, above all else, driven innovators. As standard for Atlassian, we offer innovation time to solve problems that matter the most to you. We count the reigning ping-pong champion among our numbers.This team is directly involved in multiple initiatives to change the way Atlassian does business. We have the exciting opportunity to be part of redefining the company and invite you to join us on our journey.
More about your role
You will be part of the internal IT team, working directly with product managers, solution architects, developers and business partners for supporting, maintaining and optimizing the systems that drive Customer Success and Support.You will help s
"Customer Success and Agent Empowerment through Great Software"
The Customer Support Technology organization partners with Atlassian's Customer Success and Support teams to build intelligent self-service support systems, analytics, and smart tools to ensure that Atlassian’s customer care capabilities are frictionless for external customers and efficient for internal users. We are seeking seeking an experienced, passionate, and results-oriented manager to mature the team of product managers in Customer Support Technology, by championing tried and tested delivery patterns/plays, and operationalizing underlying processes that make Product Managers execute effectively. You will be comfortable working with leadership, product managers, designers, system analysts, and engineers across different teams within a quick-paced, fast-growing company to deliver leading edge customer care solutions.More about your responsibilities
- Lead a team of Product Managers and Business Systems Analysts to build service and support capabilities
- Portfolio Manage planned work streams across business and technology teams with a strong focus on Agile methodologies, alignment across a global and matrix team environment
- Help the team build value-driven roadmaps, establish prioritization frameworks, maintain customer backlogs, and measure outcomes
- You are adept in driving trade-off discussions for alignment to agreed-upon scope
- Co-ordinate and collaborate across leaders within the organization mitigating program delivery risks and strive to share accurate and timely program updates with stakeholders through project steering, kick-offs, health checks and status reports
- Ensure comprehensive change management has been established on programs and projects including change communications, user training and ongoing education
- Deep dive where necessary to support with tactical product management
- 10+ years experience defining, managing and leading complex or transformative products
- 3+ years of people management experience, including leading Senior/Principal level Product Managers, and able to confidently identify, manage, and grow talent.
- Strong understanding of Customer Success amp; Support Business Systems, SaaS landscapes and trends in the industry
- The ability to balance priorities among the long-term vision and short-term execution strategy
- Clarity of vision, courage of conviction to effectively communicate to stakeholders, ranging engineers to executives
- Ability to collaborate within and across cross functional teams, build and sustain relationships with business partners and team members
- Effective listening skills to discern impactful technical requirements from business planning sessions
- An ability to mediate and make pragmatic compromises especially in light of multiple stakeholders competing for resources in order to meet their business timelines
- Comfortable driving change and influencing without authority
- Have a clear understanding of business and development process (Agile preferably)
- Respected leader, results-oriented self-starter with an empathetic mindset to rally the broader team behind their vision
- Strong technical skills, technical degree or background
- History leading and transforming Customer Service and Support products and I2R capabilities
- Knowledge of Jira, Confluence, and the rest of the Atlassian product suite
- A process and data voriented mindset
We are a growing team of engineers, product managers, and designers of all levels of experience. We are, above all else, driven innovators. As standard for Atlassian, we offer innovation time to solve problems that matter the most to you. We count the reigning ping-pong champion among our numbers.This team is directly involved in multiple initiatives to change the way Atlassian does business. We have the exciting opportunity to be part of redefining the company and invite you to join us on our journey.
More about your role
You will be part of the internal IT team, working directly with product managers, solution architects, developers and business partners for supporting, maintaining and optimizing the systems that drive Customer Success and Support.You will help s
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