Customer Operations Manager

Job Description:
Cloudera delivers a hybrid data cloud for any data, anywhere, from the Edge to AI.
If you are passionate about creating an environment where our customers and employees are supported to do their best job, we want you on our team!
Cloudera is looking for a flexible, customer-oriented, collaborative, and empathetic Technical Support Manager to join our Support organization.
You will be responsible for leading a team of Frontline Customer Operations Engineers, understanding customer issues, and providing support with empathy and a sense of urgency.
You will develop solid business, interpersonal, and people skills in our open and collaborative environment to deliver an outstanding customer experience.
What you will do at Cloudera:
Customer Operations Manager wears many hats, and below are just some examples- As a People Manager, you will:
- Drive the delivery of a world-class customer support team by providing transparency, emotional safety, and work-life balance, making Cloudera a great place to work.-
- Lead, staff, onboard, train, and mentor a team of technical professionals by setting goals and coaching to align with company strategy in a remote and hybrid environment.-
- Build career paths for direct reports enabling them to grow with Cloudera.-
- Cultivate and maintain team morale, DE&I (Diversity, Equity & Inclusion), accountability, integrity, and collaboration.-
- As a Frontline Manager on Duty, you will:
- Monitor Service Level Agreements and Time to First Response goals and report issues as they arise.-
- Coordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for your customers.-
- Participate in weekend shifts, about one day a month.-
- As a Working Group Manager, you will:
- Ensure handling of customer cases with the highest technical aptitude and customer service tone.-
- Schedule periodic technical training.-
- Investigate product-related issues and trends.We'd love to hear from you if you have:
- A growth mindset and thrive in a constantly evolving environment.- A desire to continuously improve the customer and employee experience.- A deep interest in people leadership with a passion for building effective teams and developing talent.- Exceptional coaching skills and a desire to empower others to do their best work.- Experience building and leading high-performing support teams, preferably supporting enterprise customers.- Experience in partnering with sales and engineering teams.- Effectiveness driving results in a support organization.
Cloudera is passionate about creating a stimulating, supportive work environment for you.
You'll be hard-pressed to find a more positive and vibrant work environment than Cloudera.
To support the work-life balance of our empolyees, we provide flexible work from anywhere policy and generous time-off policies including paid medical disability and child bonding leaves.
Also, tuition reimbursement, medical and dental coverages, and discount programs are just a few more things that make working at Cloudera so great.
We are building a company for the long term.
The way we behave today, and the values that underlie our actions, are fundamental to that long-term success.
According to our Core Values, we recognize and reward those who strive for equality, are committed, act with integrity, and take risks.
We encourage our employees to join our various Employee Resource Groups and utilize our volunteer time off policies to make meaningful and positive influences.
Cloudera also hosts Cloudera Cares with the broad goal of empowering our employees to make a difference in the local and global communities.
Cloudera reflects the diversity of our communities and fosters an environment where everyone feels we can be our true selves.