Head of Customer Support and Success Program Delivery

| Austin
Atlassian is continuing to hire with 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, every Atlassian will have the choice to work from an office or from home.
We're looking for an experienced director to lead a growing team charged with transforming the Customer Support and Success (CSS) organization. This role combines breadth (the full CSS portfolio), depth (owning our tooling transformation), people (growing leaders and scaling a team), and functional ownership (mature program delivery). If you're passionate about leadership, exhilarated by complex problem solving, and motivated by scale, then this is the role for you!
You'll lead the Program Delivery function within the Customer Support and Success Operations Enablement Team (OET). Your first team consists of peers running our Analytics function, Learning and Development function, a Portfolio Manager, and the CSS Chief of Staff. Along with your peers you'll partner with senior leaders outside of OET to deliver impactful outcomes to the organization. Your direct reports are senior managers, each responsible for a subset of the overall portfolio.
More about you
You're highly motivated to deliver business outcomes and have experience being accountable for large decisions. You know how to balance being decisive and setting direction with making space for the team's perspective. You have experience with large-scale organizational change including marketing methodologies. You understand where the business is going and proactively hire for the skills needed to solve tomorrow's problems.
You create a culture of psychological safety and allow everyone on the team to bring their whole selves to work. You delegate work across the team to scale and provide opportunities, but balance it with verification and keep outcomes on track.
You're a life-long learner. You continually develop your own skills and can get up to speed quickly in any new area of the business. You have a growth mentality and develop this approach in your team.
You maintain positivity for yourself and your team, even in the face of adversity and setbacks. Failures are opportunities to learn and build resilience.

What you are accountable for:

  • The architecture and operational adoption of a queue management solution that will scale for the next 3-5 years and improves customer outcomes this year.
  • Hiring front-line managers and individual contributors with phenomenal technical skills, characteristics, and team fit.
  • Identifying, and mitigating risk across the portfolio for the forward rolling six quarters.
  • Maturing our project planning and execution processes to improve scale, velocity, and precision.
  • Establishing and improving the metrics that define the health and efficacy of your organization.

On your first day we'll expect you to have:

  • 10+ years delivering successful transformations affecting large, complex, customer-facing systems, processes, and people.
  • Experience leading a distributed team (currently Austin, Amsterdam, Bengaluru, and remote).
  • Demonstrable ability to drive a cross-functional team to execute against a strategy you devised.
  • Exceptional behavioral assessment capability and the ability to teach this to others.

More about our team
We're a growing leadership team dedicated to helping Atlassian pursue its mission of unleashing the potential in every team. We're direct, focused, and demand excellence, but there's laughter in every meeting because we thoroughly enjoy the work we do. We're constantly growing, learning, adapting, and trying new approaches. BBQ, tacos, and coffee are a few of our favorite things!
More about our benefits
Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
More about Atlassian
Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.
Additional Information
We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.
Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

303 Colorado St , Austin, TX 78701

An Insider's view of Atlassian

What's something quirky about your company?

Atlassian creates a culture that sees and understands employees as humans. We take time to celebrate how weird we all are, and it shows in the work we do.

Kesha

Product Marketing Manager

What is your vision for the company?

As the world gets eaten be software, Atlassian plays a foundational role: how do we help knowledge leaders articulate how business operates today? How do we engage 'visioneers' to help reimagine an analog process into something digital? And how do we ensure that we enable developers to be as productive and effective as possible?

Noah Wasmer

Head of Tech Teams

What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks, ergonomic workstations, employer-paid insurance coverage for you and your family, pension and more.

We're a global company and each of our office locations also has its own unique perks and benefits. Some of our benefits vary slightly by location.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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