The Opportunity: Use your Contact Center management experience to develop innovative new programs, improve existing processes, and integrate with our Support Services operations team. This is a challenging opportunity to utilize your proven management success to lead a dynamic team and grow our world-class support organization.
Department Educational Services - Support Services
The Team: A career in our Support Services group allows you the opportunity to help our customers achieve success with ESRI products, allowing them to make effective geospatial decisions and do work that makes a difference in the world. Put your strong communication and problem-solving skills to work on our operations team and provide world-class technical support to our customers while continuing to develop your analytical and technical skills. Apply your project management skills on our business team to identify processes that will improve the overall quality of ESRI software, develop internal and customer facing programs, and provide business support for the operations team. Together, our goal is to ensure our customers are successful using ESRI products and are advocates of ESRI support based on their overall experience.
Responsibilities Support the director of ESRI Support Services in the development and execution of the strategic direction of the department. Oversee six programs, interfacing with internal and external customers; provide coordination and direction to achieve departmental goals related to user advocacy, escalation management, global metrics, off-site support, and Web-based support. Analyze current processes and systems and recommend, develop, and implement programs supporting business objectives while aligning organizational competencies and strategies. Manage recruiting, training, and employee performance development of staff while partnering with the HR Division to ensure full technical and managerial coverage. Establish effective quantitative and qualitative measures to evaluate departmental performance. Organize and distribute staff assignments, set priorities, and maintain an overview of the tasks to be accomplished in accordance with the director of ESRI Support Services. Apply fundamental business concepts to establish and maintain effective working relationships with managers and staff within and outside the division.
Requirements:
Requirements Bachelors or masters in geography, GIS, business, or a related field, or equivalent work experience. A minimum of four years of management and leadership experience, preferably in a customer service or technical support organization. Effective written and verbal communication skills and experience building successful relationships and partnerships at all organizational levels. Strong attention to detail with demonstrated ability to organize and work on multiple projects. A minimum of two years of project management and leadership experience that focuses on the effort of a collaborative approach working in a fast paced environment.
Recommended Qualifications Masters in a business-related field. A minimum of two years of support center experience.
The Company: Since 1969, ESRI has been giving customers around the world the power to think and plan geographically. We develop and support innovative tools for visualizing, analyzing, and managing geographic data on the desktop, on a server, across the enterprise, in a mobile environment, and on the Web. With annual revenues of $660 million and our software used in more than 300,000 organizations worldwide, ESRI is the market leader in GIS.
ESRI employs 2,700 people in the U.S., 1,900 of whom are based at our Redlands headquarters, a community ideally located in Southern California. We offer exceptional benefits, competitive salaries, 401(k) and profit sharing programs, scholarships, tuition assistance, a Cafe complete with Starbucks coffee bar, an onsite fitness center, and much more.
ESRI is an equal opportunity employer (EOE) supporting diversity in the workforce.
