Senior Manager- Operations- Customer Success- Remote

Basic Information

Country

United States

State

Texas

Date Published

19-Jul-2022

Job ID

34621

Travel Amount

up to 25%
This role can be based remotely in United States

Description and Requirements

#LI-ES1

Are you unstoppable? 

Join BMC Software's world class operations team as our next Senior Manager of Operations. 

The Sr- Manager of Operations.  - Geo is an operations role supporting Professional Services across International or The Americas.  The BMC Sr Manager - Geo supports the BMC Geo Lead ensuring that they have the necessary business insights to make timely decisions and interface effectively with leaders in the product Business Units ("BUs"), License Sales, Services Sales, Customer Success, and Services Practices to shape delivery capabilities and offerings, in conjunction with the Centre of Innovation.  

The role is also responsible for ensuring that the Professional Services Strategy is achieved through identification, tracking, and reporting on Lead Key Performance indicators to ensure the Geo lead is able to make tactical adjustments in order to achieve the overall strategy outcome. These Lead indicators should be defined and executed in conjunction with the wider operations team to ensure that these indicators are shared and understood by the BMC ecosystem. Keeping the Geo team and ecosystem aligned on progress and driving towards the full year goal is a critical component of this role.

In Addition, the role will be a key contributor to the execution of the global Customer Success programs defined in the Operations VSEM – these are enablers for future growth.

Success Behaviors:

  • Actively engage in driving OneField adoption through tight alignment with key Customer Success operations ecosystem leaders.
  • Elevate Our Customers’ Success through removal of friction from processes and policies.
  • Consume customer feedback loops, via the CXTO, to drive continual improvement in operational processes, procedures and policies.
  • Provide exceptional indirect team leadership through positive motivation and team building.


Functional Skills:

  • Proven P&L Management experience.
  • Demonstrated understanding of the BMC delivery methodology and interfaces with Back Office (CMO / Order Services / Rev Rec) functions.
  • Demonstrated understanding of BMC’s product suite and the Autonomous Digital Enterprise context.
  • Clear understanding of the Customer Success and Professional Services strategies.
  • Medium to long term planning horizon capability.
  • Driving process optimization and improvement to deliver scale and efficiencies by automating, minimizing and offloading low value activities to facilitate investment into strategic priorities
  • Program management and communication strategies for strategic initiatives


Soft Skills:

  • Communication skills – oral and written – listens, empathizes, and communicates effectively – expert level
  • Conflict solution skills – expert level
  • Negotiation skills – expert level
  • Presentation and facilitation skills – expert level
  • Persuasion skills – expert level
  • Coaching and mentoring skills – expert level

Qualifications / Certifications:

  • Bachelor's degree or equivalent.
  • Master's degree or MBA (preferred).
  • PMI or PRINCE2 foundation certification.

  • 5 (+) years of experience in PMO, Operations or team leadership at a geography level, including:

    • Strong problem-solving skills with ability to analyze data, determine insights and develop programs to drive performance improvement
    • Ability to manage a portfolio of large programs and a high volume of small to medium sized initiatives
    • Experience in analyzing processes, understanding use cases for key systems and leading teams developing business requirements and setting product and delivery roadmaps
    • Passion and experience for identifying business improvement opportunities and driving organizational change
    • Ability to communicate effectively with internal and external customers of all levels
    • Ability to lead delivery on multiple projects with and without direct ownership of resources
    • Exceptional relationship building, collaboration and team development skills
    • Experience working with global/offshore resources is highly desirable


BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.

#LI-Remote 
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.