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Salary: USD 147,000 - 294,000 / annual
Nutanix is seeking a Manager, Service Strategy and Enablement to lead the Support Readiness team in San Jose, CA. This is a hybrid role requiring 3 days per week onsite, with potential travel based on project needs.
You will lead and develop a high-performing team of Support Readiness Specialists, fostering a culture of collaboration and continuous growth. Key responsibilities include:
• Lead and mentor a dedicated team of Support Readiness Specialists, supporting their development and career progression through regular one-on-one meetings.
• Coordinate support readiness planning for product launches and updates, ensuring effective communication and alignment with product and engineering teams.
• Serve as the primary liaison between support, product, and engineering to address technical updates, challenges, and service delivery improvements.
• Develop and track key performance metrics (KPIs) for support readiness initiatives, utilizing data-driven insights for continuous improvement.
• Identify and resolve support challenges through cross-functional collaboration to enhance service delivery efficiency.
• Implement scalable processes and tools to improve team productivity and operational efficiency.
• Foster a culture of excellence by developing training programs that promote continuous learning and skill development.
• Present findings and recommendations to senior leadership, demonstrating strong communication and influencing capabilities.
The Support Readiness team's mission is to ensure that customer-facing teams are well-prepared for product launches, updates, and process changes, enabling them to deliver exceptional service to customers. You will report to the Sr. Manager, Support Readiness, who emphasizes a supportive and empowering leadership style.
REQUIREMENTS:
• Master's degree in Computer Science, Business, or a related field
• 10+ years of experience in technical support or serviceability
• At least 3 years in a managerial role
• Strong cross-functional stakeholder management skills with engineering and product teams
• Proven technical problem-solving abilities focused on data analysis and metrics interpretation
• Exceptional leadership and people management skills, including team coaching and development
• Effective communication and influencing skills, capable of presenting to senior leadership
• Hands-on experience with product and process improvement methodologies
• Familiarity with Nutanix's HCI, virtualization platforms, and CRM tools, along with cloud environment understanding
