Atlassian
Senior Support Manager, Cloud Migrations
Atlassian, San Francisco, California, United States, 94199
Senior Support Manager, Cloud Migrations
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Working at Atlassian: Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Overview Working at Atlassian: Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Responsibilities We are looking for an accomplished leader to run, enhance, and scale our Cloud Migrations support operations. Someone who will help our customers migrate from on-prem Atlassian products to Atlassian Cloud. In addition to operations, you will also provide strategic direction and operational strategies for Migrations support and drive achievement of Atlassian\'s company goals. You will lead a group of migrations support engineers and drive their growth and performance. As well as nurture strong team morale and accountability. This role will report to the Group Manager of Migration Support Engineering.
What You’ll Do
Implement enterprise-level migration support strategy to improve customer migration experience, team scale, growth of talent and scope within the team
Analysis of global operational metrics to determine strategic wins and discover areas of improvement via coaching, training, knowledge, and product team feedback
Develop an environment and culture of world class support throughout the global support team by consistently improving and standardizing support processes
Partner with leadership within other teams (Product, Engineering, Program Management) to provide customer insights and reduce customer friction
Mentor the team on their growth plan, career progression, and succession planning to foster professional development
Oversee Performance Management and Recognition initiatives
Role model and embody Atlassian\'s core values
Qualifications
10 or more years of cumulative experience in software, professional services, software development, support, and customer-facing roles
Extensive experience in global operations supporting complex enterprise deployments
4 or more years of people management experience, leading global support teams with a proven track record of exceeding performance goals
Experience with recruitment, team growth, coaching, and uplifting skills
Creation/improvement/maintenance of SOPs, business analytics, with an eye for prioritizing customer experience
You have a passion for delivering a world class customer experience, and thrive on building continuous improvement against this goal
Direct experience with Jira, Confluence, Jira Service Manager, FedRAMP, Bitbucket, and Tableau are all a big plus
Compensation At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate\'s skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $163,800 - $213,850
Zone B: $147,600 - $192,700
Zone C: $136,800 - $178,600
This role may also be eligible for benefits, bonuses, commissions, and equity.
Benefits & Perks At Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.
About Atlassian At Atlassian, we\'re motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone\'s perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them. To learn more about our culture and hiring process, visit go.atlassian.com/crh.
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Working at Atlassian: Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Overview Working at Atlassian: Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Responsibilities We are looking for an accomplished leader to run, enhance, and scale our Cloud Migrations support operations. Someone who will help our customers migrate from on-prem Atlassian products to Atlassian Cloud. In addition to operations, you will also provide strategic direction and operational strategies for Migrations support and drive achievement of Atlassian\'s company goals. You will lead a group of migrations support engineers and drive their growth and performance. As well as nurture strong team morale and accountability. This role will report to the Group Manager of Migration Support Engineering.
What You’ll Do
Implement enterprise-level migration support strategy to improve customer migration experience, team scale, growth of talent and scope within the team
Analysis of global operational metrics to determine strategic wins and discover areas of improvement via coaching, training, knowledge, and product team feedback
Develop an environment and culture of world class support throughout the global support team by consistently improving and standardizing support processes
Partner with leadership within other teams (Product, Engineering, Program Management) to provide customer insights and reduce customer friction
Mentor the team on their growth plan, career progression, and succession planning to foster professional development
Oversee Performance Management and Recognition initiatives
Role model and embody Atlassian\'s core values
Qualifications
10 or more years of cumulative experience in software, professional services, software development, support, and customer-facing roles
Extensive experience in global operations supporting complex enterprise deployments
4 or more years of people management experience, leading global support teams with a proven track record of exceeding performance goals
Experience with recruitment, team growth, coaching, and uplifting skills
Creation/improvement/maintenance of SOPs, business analytics, with an eye for prioritizing customer experience
You have a passion for delivering a world class customer experience, and thrive on building continuous improvement against this goal
Direct experience with Jira, Confluence, Jira Service Manager, FedRAMP, Bitbucket, and Tableau are all a big plus
Compensation At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate\'s skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $163,800 - $213,850
Zone B: $147,600 - $192,700
Zone C: $136,800 - $178,600
This role may also be eligible for benefits, bonuses, commissions, and equity.
Benefits & Perks At Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.
About Atlassian At Atlassian, we\'re motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone\'s perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them. To learn more about our culture and hiring process, visit go.atlassian.com/crh.
#J-18808-Ljbffr