Role: # Operational Leader - OpenLogic
Location: #, MN, #, CO or #, CA (# a possibility)

Pretty sure I'd be a direct report to this person

https://loadaverage.org/url/5876969


Position Summary:
Perforce is seeking a Director- level operational leader to join our Global Technical Support Leadership Team, responsible for overall customer satisfaction and technical support effectiveness globally for our growing OpenLogic team (customer-facing) open source software support business.

This senior leadership position will work closely with the VP of Support and Services, the GM of the OpenLogic business and with members from Sales, Sales Operations, Product Management and Professional Services to assist in resolving a wide variety of customer issues. In this critical role, you would be responsible for driving the success of our organization, enabling global processes and methodologies to maximize results, improve metrics and ensure customer satisfaction.

OpenLogic provides enterprise services for hundreds of open source projects, including OpenJDK, Kubernetes, CentOS, and MariaDB. With OpenLogic, teams boost efficiency and reduce risk.

Responsibilities:
Lead a global, highly technical and distributed team of enterprise architects and support engineers responsible for providing world-class support and services to OpenLogic customers.
Maintain an open and transparent culture and motivate the team to go above and beyond
Work with Support leadership to enhance process and procedure changes to drive customer satisfaction and team performance.
Direct, lead and coach direct reports on support and services delivery or GTM assistance.
Drive onboarding of new technologies to support the GTM
Act as a point for customer escalations as required, communicating the status and resolution plan, internally and externally.
Communicate effectively across multiple organizations to ensure teams are completely aligned to the objectives.
Act as a technical contact in business partner relationships.
Lead customer and executive relationships, representing Perforce as appropriate at all times.
Partner with GM, Product Management and other senior leadership across the business to create a support function that provides a competitive advantage.
Build strong inter-personal relationships with peers and other key stakeholders to deliver a smooth execution of common goal and/or business deliverable.
Recruit, select and train high-performance talent.
Drive the success of Perforce’s Support offering(s), as well as future offerings that can be productized to drive a competitive advantage.


Requirements:
Bachelor’s degree with 10+ years experience.
5+ years’ experience in a leadership position – leadership in Technical Support is a plus.
Familiarity with deployment and use of Open Source Software in production environments.
Understanding of the Open Source Software ecosystem.
Understanding and evaluation of staff technical skills to design, architect and operate open source software
Understanding of how to build, test, certify and distribute open source software.
Outstanding customer service skills and the ability to decipher customer needs.
Ability to interact and communicate effectively with all levels of the organization.
Results-driven, ability to motivate and inspire all levels of staff.
Focused on quality, delivering excellent services to customers and other stakeholders.
Strong analytical and problem-solving skills as well as the ability to make thoughtful decisions in a complex environment.
Capability to drive results through virtual and/or cross-functional teams.
Customer focused with the ability to balance customer benefits and business goals effectively.
Ability to steer a global team through change while promoting a high performing culture with a customer-first approach.
Experience to work well under pressure, manage multiple projects and prioritize accordingly.
Capability to gain cooperation while driving accountability.
Excellent written and verbal communication skills.
Organized and dedicated and strong attention to detail.