Director of Support Operations, Saviynt
$170-190k
Office located in El Segundo, CA
Identity & governance platform
Be an early applicant
Identity & governance platform
501-1000 employees
Be an early applicant
$170-190k
Office located in El Segundo, CA
501-1000 employees
Company mission
To safeguard enterprises through intelligent, cloud-first identity governance and access management solutions.
Role
Who you are
- 7+ years related work experience (e.g. combination of working in an enterprise support leadership role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
- Expertise in Salesforce.com, freshservice reporting and dashboards
- Experience with visualization software such as Tableau or similar BI tools
- 3-5 years leading and developing a global team, Preferred experience with managing a remote team
- 3+ years experience leading customer support operations, preferably in a high-growth startup environment
- 2+ years experience in workforce management (scheduling and forecasting)
- Prior experience in automation technology would be a plus
- A track record of meeting complex stakeholder needs under tight timelines and resource constraints
- Experience building efficient processes that scale across a large organization
- Ability to think and work independently, solve problems, and develop recommendations
- Must have strong background in quality processes, continuous improvement, process efficiencies and service operations
- Must be adept at organizing, analyzing, and manipulating data into cohesive reports and presentations
- Must be able to present to senior leadership in a clear and concise manner and articulate ideas in a proper format
- Exceptional communication skills, both written and verbal
- Experience working with cross functional teams
- Strong planning, analytical and organizational skills
- Iterative mentality – start with the 80% solution and improve over time
- Ability to relentlessly prioritize based on business impact
- Strong communication skills are required to align a range of stakeholders on priorities, timing, and output
- Ability to effectively handle multiple tasks and time-sensitive projects with changing priorities
- Ability to present complex technology concepts to Senior executives in an understandable way
- Drive improvements based on data analysis and evidence to bring positive change to Global Support
- Team player who will work across the organization to create and drive an actionable strategy
- Strong change management skills are critical to implement various WW Support strategies
- Track record of building and continuously improving processes and programs supporting multiple stakeholders with often conflicting priorities
- Advanced Excel/data analysis skills
- Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance
- Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences
- Strong communicator with excellent verbal and written skills
- Ability to build solid relationships with individuals at all levels,
- If required for this role, you will:
- Complete security & privacy literacy and awareness training during onboarding and annually thereafter
- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
- Data Classification, Retention & Handling Policy
- Incident Response Policy/Procedures
- Business Continuity/Disaster Recovery Policy/Procedures
- Mobile Device Policy
- Account Management Policy
- Access Control Policy
- Personnel Security Policy
- Privacy Policy
What the job involves
- We are looking for a Seasoned Director to lead our Global Support operations team. The role reports to the SVP of Global Customer Support and will build and improve processes that identify, mitigate or prevent escalations, and ensure the underlying root causes are addressed. This role will be responsible for the metrics, systems and processes used by our Global support teams
- You will have the unique opportunity to lead our strategic initiatives, and drive continuous improvement on existing programs. Your scope will include finding operational gaps which need immediate fixing to provide a better experience for our customers
- This function will liaise with internal teams such as Support Delivery, IT to drive insights into trends, patterns and opportunities to improve Support productivity and the Staff/customer experience. You will partner with our IT partners in ensuring our global support team is set up for success with the right tools and resources in place as they help our customers each day
- You will manage a distributed team of folks to provide reporting, insights, quality control and dashboarding capabilities across the Standard support, Premium support, Escalation team, and Field engineering Organizations
- Developing and implementing Standard Operating Procedures and processes for the Global Support Organization
- Forecast and schedule team based on volumes and trends to ensure service levels and KPIs are met
- Monitor and report on all KPIs, Metrics reporting to executives on a Weekly/monthly basis
- Lead key strategic initiatives, operations programs, identifying opportunities for improvement and working with the Support Delivery Leadership team on their execution
- Participate as a stakeholder with internal teams on various projects, tool implementation and Partner with various teams to ensure operational efficiency
- Own and manage the global technology tool set used by customer support teams
- Maintain technology vendor relationships to be future-ready for scale
- Drive Root Cause Analysis with technology partners, post incident resolution and facilitate RCA reviews with internal and external stakeholders. Identify persistent or recurring problems and recommend solutions
- Develop processes and analytical tools to highlight gaps that are causing poor customer experiences
- Ensure people, processes, and technology work together to deliver outstanding customer experiences and rebuild trust with our customers
- Drive continuous improvement on existing escalations programs, and critically evaluate what is working well and what needs to be improved. Adjust the programs to meet the changing needs of the business
- Drive plans for tooling, product, content and process improvements with support and engineering teams
- Responsible for defining and reviewing escalation and training processes, recommending and agreeing improvements with other affected functions, then ensuring successful implementation
- Working with the Support functional leadership to define KPIs and business instrumentation required to maximize business performance. Lead the monthly Support operational calls
- Using data analysis to understand and prioritize initiatives, measure and track key objectives
Our take
Sayvint’s Identity Governance and Administration platform helps secure access to corporate systems in the cloud such as Workday, Office 365, AWS, Salesforce, SAP and Hadoop. It was created to offer an innovative, modern solution as its founder believed that existing identity services were not optimised.
By spending its early years in stealth mode, developing its product technology and switching to a cloud based model, the company was well prepared for a quick up-scale. This has been achieved partly because of the fact that it favours targeting large companies, boasting clients like Marriott, BP, KuppingerCole and Toyota Connected.
Sayvint faces a major rival in the form of SailPoint, which was an earlier entrant in the space, and went public sooner. However, Sayvint is growing rapidly and has converted some notable customers from SailPoint in the process. The company has continually invested in its platform to maintain a competitive edge, earning industry recognition along the way, and has recently concentrated on securing new customers and growing its partner ecosystem.
Steph
Company Specialist
Insights
Company
Funding (2 rounds)
Sep 2021
$130m
EARLY VC
Apr 2018
$40m
SERIES A
Total funding: $170m
Company benefits
- Medical, dental, vision, & retirement programs
- Flexible Time Off
- Food, Drinks, & Snacks
- Bonding Time - birthday celebrations, holiday parties , and team outings to get more fun time together
- Employee Recognition - we celebrate and recognize when our people go above and beyond
Company values
- We Innovate: We make the impossible possible
- We Focus on Our Customers: We put our customers first, always. Everytime
- We Deliver Results: We take the initiative and we go for it
- We Respect One Another: We care about and honor our people
- We Remain Accountable: We are in the pursuit of excellence, together
Company HQ
El Segundo, CA
Articles
Leadership
Sachin Nayyar
(CEO)Sachin worked as CEO of Vaau for 3 years before joining Sun Microsystems as a Chief Identity Strategist. They were also CEO of Securonix for 13 years.
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