Director Global Technical Solutions
Director Global Technical Solutions
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1 Vacancy
Job Description
About Reputation
Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013 Reputation is the global leader in reputation experience management. With its SaaS platform Reputation technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning nearly every industry vertical.
Reputation was ranked for the second year in a row in G2s Top 100 Best Software list for 2022 as a part of its annual Best Software Awards. Recently Reputation was named to the Forrester Wave For Customer Feedback management platforms and was recognized by Forrester as one of the most significant social suite vendors. Additionally Gartner named Reputation to the 2021 Gartner Magic Quadrant for Voice of the Customer.
Why work at Reputation
Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.
Weve raised over $200 million in funding from Alist venture capital firms such as Bessemer Venture Partner and Kleiner Perkins including $150 million in equity financing from Marlin Equity Partners in January 2022.
Reputation is trusted by more than 250 partners including Google Facebook Salesforce J.D. Power Amazon and Web.
Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer Customer Feedback Management and Social Suites research reports.
The platform is used by 10 major automotive OEMs and 16000 auto dealerships more than 250 healthcare systems and over 100 leading property management firms.
Our executive management team is committed to building a performancebased culture where excellence is rewarded and careers are developed.
Who thrives at Reputation Managers who embody a playercoach mentality. Employees who value teamwork and crossfunctional collaboration. People who emphasize perseverance and hustle over quick wins and luck.
Our Mission: We exist to forge relationships between companies and communities.
The Director of Technical Solutions is responsible for providing leadership to the teams technical managers and staff interfacing across Product Management and Engineering to drive customerimpacting enhancements and fixes recruiting and developing support staff and guiding the team to exceed performance metrics. This role requires a handson leadership style with the ability to dive into daytoday operations while also maintaining a strategic perspective to drive longterm business goals. You will also lead efforts in developing and implementing worldclass technical support services knowledge base content best practices and methodologies to deliver loweffort experiences that enhance customer satisfaction and loyalty.
Responsibilities:
Knowledge and experience in managing and exceeding Support KPIs and technical support metrics including Customer Satisfaction Issue Resolution backlog reduction increasing efficiency through process improvements identifying ways to continually empower Tier1 associates and other standard KPIs.
Exhibit a balanced leadership approach by actively engaging in daily operations while also keeping a strategic focus to advance longterm business objectives.
Collaborate across different regions and organizations to implement customer focused initiatives and eliminate customer pain points that negatively impact CSAT
Own and drive resolution to customer escalations by working w/ crossfunctional teams
Drive case management practices that enable the Support organization to provide rich data to internal consumers and be the voice of our customer to drive improvements within our products and processes
Evaluate current processes technology and organizational skills and drive improvements to enhance the customer and employee experience
Additional duties as assigned.
Qualifications:
A minimum of 15 years of technical support and service management experience with a minimum of 5 years in people management
Proven ability to cultivate crossfunctional relationships and drive results through influence within complex organizational structures.
Demonstrated history of mentoring teams effectively with a willingness to dive into details to support their success.
Experience in managing enterprise support in a large and complex environment with webbased services and technologies
Proven capability of having successfully delivered on support metrics and managing a support team
Customerfirst mindset and a positive get it done attitude
Proven ability to create and implement programs to drive efficient innovative operations and contain expenses
Strong technical strategic analytical and problemsolving skills
Excellent communication and presentation skills both oral and written
Experience using Salesforce and JIRA
Comfortable managing multiple projects and meeting deadlines in a fastpaced team oriented environment
When you join Reputation you can expect:
Flexible working arrangements.
Career growth with paid training tuition opportunities.
Active Employee Resource Groups (ERGs) to engage with.
An equitable work environment.
Our employees say it best:
Our employees highlight our:
Ample Opportunities There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.
Positive Culture Great opportunity and exceptional culture. You will never have a better culture anywhere else. Period.
Training and Tools All managers truly want you to succeed and you are given great tools and training to be successful in your role.
Balance Great work life balance and awesome team environment!
Diversity Programs & Initiatives:
Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.
At Reputation we believe in:
Diversity: Reputation facilitates a culture where people bring their diverse backgrounds life experiences and identifications together to achieve our company objectives and contribute their unique perspectives for the betterment of our company our customers and our people.
Equity: Reputation believes in treating every employee fairly. We are committed to ensuring that all employees have fair and equal access and opportunity for advancement.
Inclusion: Reputation believes in creating an environment where employees feel comfortable bringing their whole self to work. We believe feedback fuels progress and we ensure that all voices are able to contribute provide feedback and make a difference.
Belonging: Our culture is one that values collaboration teamwork and engagement to ensure that all of our employees across the world know that as part of the Reputation Nation they are part of something bigger than themselves. We recognize that a culture of belonging cannot exist without a strong foundation of diversity equity and inclusion in place.
At Reputation we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees regardless of their background to make an impact in their work each and every day. Joe Burton CEO Reputation
Additionally we offer a variety of benefits and perks such as:
Flexible PTO
Paid company holidays
4 company provided Recharge Days which are wellness days off for the entire company
Several active Employee Resource Groups (ERGs) to help foster inclusion and community
Employee Assistance Program
Access to a wide variety of unique perks and apps:
PerkSpot
Wellhub (Gym Pass)
Carrot Fertility
Omada
Ladder
SoFi
Fetch Pet Insurance
Calm for Kaiser
Spring Health for Guardian
XP Health for Guardian (virtual eyewear platform)
401k
Health dental and vision insurance
Paid maternity leave
Employer paid short and long term disability and life insurance
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.
To learn more about how we handle the personal data of applicants visit ourCandidate Privacy Notice.
Applicants only No 3rd party agency candidates.
Required Experience:
Exec
Employment Type
Full-Time
