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Director, Customer Support Delivery & Escalations

JOB PURPOSE:

The Okta Customer Support Team is focused on making Okta customers, developers and partners successful by advocating on their behalf, resolving technical issues, and exceeding the expectations of our customers of an Enterprise-Class IDaaS provider. 

As the Director of Customer Support Delivery, you will be responsible for defining and successfully executing the overall Customer Support delivery strategy at Okta.  You will lead day-to-day Customer Support Operations by overseeing multiple technical support delivery teams.

DUTIES AND RESPONSIBILITIES: 

  • Lead multiple teams within Okta’s Customer Support organization to deliver a global enterprise-grade Customer Support Experience.
  • Oversee the design and implementation of process and technology improvements to drive scalability and consistency in Okta’s Customer Support delivery methodology.
  • Develop, implement and drive accountability of operational metrics and service level metrics
  • Drive regular operational reviews, including performance reporting and tracking progress against organizational initiatives.
  • Collaborate with leaders across Customer Success, Professional Services, Engineering, and Product Management to deliver Customer Support insights, and identify and action areas of operational improvement.
  • Manage business critical escalation processes and resolution.
  • Provide regular coaching and mentoring of direct reports to help achieve career development aspirations.
  • Plan staffing capacity requirements and foster a culture of growth and development to deliver against people goals, such as employee growth, retention, and satisfaction.
  • Represent Customer Support in the development and implementation of policies related to data privacy, security and compliance
  • Collaborate with Customer Support Quality Assurance, Training, and Knowledge teams to team readiness for supporting new products and services. 

QUALIFICATIONS:

  • 10+ years of experience in technical support, customer success, or consulting delivery, with a minimum of 5+ years in a managerial capacity.
  • Bachelor’s Degree, preferably in a technical discipline. Master’s degree/MBA is a plus.
  • Hands on experience in building and scaling a global, enterprise support operation.
  • A strategic thinker, able to come up with out of the box solutions, while also having strong operational excellence skills to be able to drive strong execution of the team’s vision and operational metrics.
  • Exceptional critical thinking, analytical and troubleshooting skills.
  • Strong verbal and written communication skills, and be effective at collaborating with a wide variety of individuals.
  • Ability to influence others, including those outside of immediate team, including external business leaders.
  • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist.
  • Strong, data driven problem resolution and decision making skills.
  • Ability to identify risks and dependencies and put in place plans to mitigate them.
  • Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines.
  • Experience with, or understanding of, large scale software deployments.
  • A strong leader with the ability to attract, motivate, retain and develop people.
  • Familiarity with security or identity management industry is a strong plus.
  • Strong work ethic and ability to work in a dynamic environment.
  • Experience with Salesforce Service Cloud (strongly preferred)
  • Ability to travel internationally

 Okta is an Equal Opportunity Employer 

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Okta
The foundation for secure connections between people and technology

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 6,500 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. Over 7,950 organizations, including 20th Century Fox, JetBlue, Nordstrom, Slack, Teach for America and Twilio, trust Okta to help protect the identities of their workforces and customers.

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Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy.

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