Support Operations Manager, WalkMe
$100-150k
OTE
3+ days a week in office
Digital adoption platform
Job no longer available
Digital adoption platform
1001+ employees
Job no longer available
$100-150k
OTE
3+ days a week in office
1001+ employees
Company mission
To make digital adoption for employees and customers simple, while increasing enterprise productivity.
Role
Who you are
- 3+ years experience in an operations capacity, with 2+ years experience working in or supporting a Customer Support organization
- 3+ yrs of Tech Support, Service Desk or Contact Center experience, preferable in a SaaS Product offering
- Experienced with Key Support/Help Desk KPIs and workflows
- Project management and change management skills
- Attention to detail
- Excellent written and verbal communication
- Experience influencing and leading a team toward achieving goals
- Problem-solving skills with the ability to conduct qualitative and quantitative analysis
- Customer Support Platforms knowledge and experience
- Experience with SaaS subscription support functions
- Team player that operates with the highest level of integrity (this is a WalkMe core value)
- Must be able to work 3 days per week in Raleigh or Austin office
What the job involves
- As a Manager, Support Operations, you will establish efficient approaches to Support Operations deliverables and influence and apply standard process methodologies for the Support Function within the Customer Success Group.
- You will help implement change management strategies driving process and policy development that scale
- Develop operational procedures for the CSG Support organization
- Work with and communicate changes to the senior team members globally across our Operations, Support, Services, Customer Success, Sales and Product teams
- Review current policies, identify gaps and help improve processes so that our remote teams can stay current as our business grows and changes
- Establishing and enforcing standards of excellence across the Support organization
- Align CSG Ops objectives with Support organization's strategic goals
- Driving the development and implementation of Support best practices, Operational Procedures, and innovative strategies
- Providing expert guidance and support to various teams and departments within the Support organization
- Ensuring compliance with relevant standards, and Support organizational policies
- Partner with the Infosystem and Business Intelligence teams to develop dashboards on metrics for the Support Function Leadership team
- Partner with the Infosystems team to develop and maintain functionality in our Support Tech Stack toolsets
- Assist in implementing and maintaining components of the WalkMe Support Tech Stack
- Identifying and managing risks that could impact the Support organization's performance
- Identify and measure areas of operational improvements to increase customer value
- Help troubleshoot operational issues as they surface; propose changes to processes
- Create ad hoc analysis, reporting, and presentations
Our take
WalkMe is a code-free digital adoption platform allowing CIOs and executive management visibility into their company’s tech stack. The aim of its software is to help organizations both measure and maximize the impact of their digital transformation.
With more companies than ever undergoing this process, a product that provides some transparency regarding the efficacy of their digital transformation efforts is a smart market proposition. The market opportunity is significant, and global too, putting WalkMe in a strong position.
Following a successful IPO in mid-2021, WalkMe has continued on a strong and steady track, boasting over 30 million users in 40+ countries. An acquisition by German software giant SAP for an estimated $1.5 billion occurred in 2024 and will see WalkMe's workflow execution software improve the buyer's user adoption and engagement.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Dec 2019
$90m
SERIES G
Nov 2018
$10m
SERIES F
Total funding: $307.5m
Company benefits
- Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families
- 401(k) with company matching program
- Parental Leave programs
- Vacation policy to encourage a healthy work-life balance
- In-person and virtual social activities
Company HQ
South Beach, San Francisco, CA
Leadership
Dan Adika
(CEO & Co-founder)Dan worked in the Israel Defense Forces for over 5 years before spending a year as a HP Software Engineer and co-founding WalkMe in April 2011.
Salary benchmarks
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