Senior Director Networking and Telco Support - Opportunity for Working Remotely

Senior Director Networking and Telco Support - Opportunity for Working Remotely

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Job Description

Reporting directly to the SVP of Global Support, this individual will have responsibility for defining the strategy and owning the customer experience for Networking and Telco support teams at VMware. Working closely with Global Support peers, CXS Leadership, customers, executive leadership, and sales teams, the Sr. Director of Networking & Telco Support will leverage his/her technical, analytical, process and strategic skills towards delivering high impact support value for our customers. Also working to define and execute on our strategy for Networking & Telco Support to scale the team and deliver a modernized support experience. The role requires an individual with strong leadership who can create and evangelize a transformative vision while leading the team to deliver operational excellence and deliver best in class support. The role requires an individual with strong technical, business, operational, analytical, leadership, and partnering skills. The ideal candidate should possess a unique blend of business and technical savvy a big-picture, see-around-the-bend vision and the drive, influencing skills and ability to collaborate with R&D and Executive Staff to transform that vision into a reality. He/she must also enjoy spending time with customer to resolve their critical problems and find innovative solutions for VMware to improve the customer experience.
Responsibilities include:
Lead our customer centric and motivated 24x7 'follow the sun' Global Networking & Telco 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 vision and strategy for the Global Networking & Telco 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

Contribute to and execute the overall VMware support strategy to continually innovate and modernize the customer support experience
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.
Craft the Networking & Telco support story and deliver to internal stakeholders, while also creating alignment with the BUs, cross functional partners, and Executive leadership
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
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
Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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