At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.

Customer Operations Manager 

Why We Have This Role 

Qualtrics leads the way in Experience Management—one of the fastest-growing tech categories. As a Customer Operations Manager, you will combine your passion for hiring, developing and leading customer-facing teams with your ability to set the strategy and execution for new business processes. You should have a strong interest in (1) building elite teams; (2) driving operational best practices; (3) experience management; and (4) global collaboration. You will mentor your team of direct reports, Discover Support Specialists, as they deliver world class technical customer support. 

How You’ll Find Success 

• Provide coaching and mentorship to guide career development while accurately evaluating performance of team members and providing direct and actionable feedback.
• Communicate team impact and results to key partners and act as an advocate for the team within Qualtrics.
• Work closely with Customer Operations leadership and other global cross functional leaders to establish new processes and policies to increase efficiencies and enhance the overall customer experience.

How You’ll Grow

• The one constant about Qualtrics is change - you regularly adapt and learn as our products and company evolve.
• Partner closely with regional counterparts, Workforce Management, Customer Operations, Sales, Human Resources and other functional teams to drive initiatives to improve the customer experience.
• Collaborate with leaders in Customer Operations and beyond to promote a culture of global collaboration.

Things You’ll Do

• Responsible for leading a team that provides technical product support to Discover customers, business partners, consultants, engineers and sales
• Monitor and report on KPIs and SLOs (ensuring Service-level Agreements are met) and ensure the team resolves support calls and tickets in a timely manner
• Ability to assist with troubleshooting complex issues, items to be resolved require a broad range of troubleshooting skills related to: software functionality, database management, data analysis, operating system configuration and performance tuning
• Provide excellent client communications, responsive follow through on all issues and actions, and to act as an advocate for client issues within internal departments
• Collaborate extensively with peers, including Product, Services, Sales and Engineering to resolve client issues while actively contributing to a growing Knowledge Base that improves the effectiveness of our team and the information available to our clients
• Undertake and complete strategic projects as part of departmental goals set forth by the Global Customer Operations leadership team
• Act as the voice of the customer and represent them to Product Management, Engineering and Executive Management to ensure they fully understand the customer’s needs and that products and services are being developed to meet those needs
• Plan and manage strategic initiatives related to process improvements and escalation reduction
• Assist with the review of training materials and product documentation (both internal and external) as they are identified
• Perform ongoing training and scheduled reviews for staff and monitor progress
• Provide strategic vision for the support and operations group and seek out and implement tools to improve support and customer experience

What We’re Looking For On Your CV

Minimum Qualifications

• Bachelor’s in Computer Science or related technical area
• Minimum 5 years of experience; at least 2 as a manager leading customer-facing teams
• Strong communication skills (verbal, written, and interpersonal)
• Demonstrated ability to consistently lead high performing teams in a previous role
• Strong empathy for customers; employing a customer-centric approach
• Strong analytical skills; ability to interpret management intelligence and business intelligence to develop strategy and make recommendations
• Employ a data-driven approach to managing and coaching your team; track record of exceeding targets, KPI’s, SLA’s.
• Self-starter capable of working concurrently across multiple projects in an energizing environment
• Excellent analytical/problem-solving skills with a history of driving impact within an organization
• English language fluency (verbal and written)

Preferred Qualifications

• Prior experience in the enterprise SaaS industry and/or consulting.
• Customer Operations/Technical Support experience.
• MBA or advanced degree from a top-tier university.
• Basic knowledge of database querying (preferably PostgreSQL) 
• Experience with SQL and data warehousing schema design
• Experience with Windows Server and Linux operating systems and administration
• Language skills: Ability to speak/read/write Spanish and/or Portuguese

What You Should Know About this Team

The Discover Support team provides technical and functional support to all Qualtrics customers via email. In addition to support the team also monitors alerts, exports, and special requests from technical consulting teams and engagement managers. The technology stack that the team maintains includes Pentaho Data Integration, Postgresql, Batch scripting, APIs and Connectors. The team troubleshoots ad hoc customer issues, product admin issues, data integration issues as well as internal requests from account teams.

With years of development invested in the Discover sentiment and text analytics technology, we have a one of a kind product with the ability to support enterprise-scale customer feedback initiatives. Within the broader Qualtrics ecosystem, Discover operates with the simple premise of enabling companies to drive business value by looking at the customer holistically; pinpointing key experiences and issues; and helping everyone in your organization to take actions that make a difference.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic. ​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection ActQualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.   Qualtrics Work Experience - As we look to the future, we believe that our teams are better together. Being together will help us learn more, grow faster and ultimately deliver better results for our customers and Qualtrics. Roles tied to an office location work 4 days per week in the office together and 1 day from home, with a strong spirit of flexibility around taking time for personal, health, and family moments in our work weeks. Our managers work with their teams to create a collaborative, engaged work environment, and arrangement that works for each of our team members.   Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.