Forcepoint is transforming cybersecurity by focusing on what matters most: understanding people’s intent as they interact with critical data and intellectual property wherever it resides. Our uncompromising systems enable companies to empower employees with unobstructed access to confidential data while protecting intellectual property and simplifying compliance. Based in Austin, Texas, Forcepoint supports more than 20,000 organizations worldwide. For more about Forcepoint, visit www.Forcepoint.com and follow us on Twitter at @ForcepointSec.

Leading a team of Business Analysts working across Customer Success (CSO) departments of Manufacturing, Professional Services, Technical Support, and Technical Learning Services departments, the Sr. Operations Manager - Customer Success will drive critical business insights to fundamentally improve the service and customer experience we provide to our customers.  You will design and implement process that enable efficiency and effectiveness across CSO. Partnering with Leaders within CSO, you will provide insights and recommendations for growth initiatives and build business cases for potential investments.

Work location: Austin TX (must be willing to relocation to Austin area)

U.S. Citizenship or green card status required

Responsibilities

• Develop a deep understanding of our customers, partners, and products, and how they impact on our business to inform important decisions across CSO
• Define critical KPIs and build core operating dashboards to help the CSO departments drive operational rigor and manage performance
• Use data to conduct in-depth analyses and build statistical models to identify trends, develop forecasts in support of making day to day decisions as part of managing the business
• Collaborate closely with operational leaders to critically examine existing business processes ensuring processes are delivering a world-class customer experience.
• Drive continuous improvement in operational efficiency and process compliance.
• Manage the forecast models for revenue, expense, demand, and capacity planning across Manufacturing, Professional Services, Technical Support, and Technical Learning Services departments.
• Work with Finance Team and senior leaders within CSO to provide regular updates to the Executive Team
• Manage and develop project pipelines while working independently on multiple projects and priorities in rapidly changing environment
• Align individual and team goals to corporate vision and objectives.
• Perform other duties and projects as assigned

Person Specification

The ideal candidate for this role is passionate about the power of data to drive critical business decisions, fluent in data manipulation, comfortable providing process improvement recommendations and working cross-functionally.

Required Skills and Experience

• Minimum 10 years of relevant work experience in strategic, analytical, and operational roles, managing Service Delivery a plus
• Finance/Business Intelligence experience in Service Delivery related field
• Bachelor’s degree in quantitative field such Mathematics, Statistics, Computer Science, Engineering, Finance, etc.
• Ability to identify & solve major questions across the company with a data-driven approach
• Experience with data visualization and business intelligence tools like Tableau, Google Analytics, SQL or other programs.

• High level of proficiency with MS Office applications, especially Excel & PowerPoint
• Agile mindset with an eye toward real-time data analyses that provide quick business insights in simple and business consumer-friendly formats
• Demonstrated analytical skills to problem solve effectively
• Excellent communication and presentation skills, and proven ability to translate data into actionable insights
• Strong strategic thinking and consultative skills