Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it’s our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you. Come help organizations be their best, while you reach new heights with a team that has your back.
The Team
The Splunk Cloud Operations organization Delivers, Operates and Optimizes the Splunk Platform. The teams are fast-paced, high-velocity, and use innovative technology. The focus is always on customer experience, solving sophisticated challenges that span across multiple groups within Splunk.
The Role
The Fulfillment Operations team within Cloud Operations is looking for an experienced Manager to lead, build, and coach the team responsible for delivering all Splunk products to customers. This Manager will be an authority with expertise in building a highly collaborative, dynamic, and lively team environment. You will embody eagerness to create and own processes for enhancing team health and find industrious solutions to organizational impediments. All while working on ensuring that customer orders of Splunk are being processed promptly, accurately and efficiently.
Responsibilities
Create a singular team that owns the delivery, field support and architectural standardization for all Splunk products, and foster its growth. You will meet with team members on a regular basis, help plan and support career development, promote continuous learning, and recruit top-tier talent.
Lead the team through effective day-to-day operational execution, coordination with Fulfillment Engineering and Cloud Capacity & Vendor Management to ensure adequate Cloud Service Provider forecasting and timely provisioning of customer cloud environments.
Build cohesion between Product & Technology and Go-To-Market through a common understanding of sizing, provisioning and delivery strategies that form an increasingly flexible product platform.
Partner with leadership from Sales and Quote-to-Order to build comprehensive and scalable processes for the selling and delivery of all Splunk products.
Ensure the highest level of customer satisfaction through direct, proactive engagement and effective resolution of urgent customer escalations.
Collaborate cross-functionally with Sales, Support and Product teams to address customer concerns and drive continuous improvement in service delivery.
Enable seamless and quick support for the Sales field as well as white-glove delivery for our most strategic and / or complex customers.
Grow and scale Fulfillment Operations to fully meet the needs of partner teams and customers around the globe 24 x 7.
What You Provide
Customer first - Leadership skills will be essential in maintaining customer trust and satisfaction, particularly during high-pressure situations. Ensuring that every customer’s experience is handled with care, urgency, and professionalism.
Partnership - Experience partnering with multi-functional team members to develop and maintain a well-defined roadmap, while balancing operational excellence.
Operational excellence - Strive to provide excellent service to your partners, ensuring that team SLAs are being met, supervising the team’s output around the globe. Ensuring that if an issue arises, teams are alerted before our customers notice.
Strategic vision - Plan for tomorrow and help guide business roadmaps by combining customer needs, market trends and product capabilities.
Business savviness - Understand the larger business context and the impact that your organization has on the business. Experience managing budgets and vendor relationships.
Drive for resolving tech-debt and working towards automation - You constantly consider, “How can we do this better?”
Keeping calm and carrying on - Coach teams on appropriately handling issues and are skilled in identifying performance bottlenecks.

REQUIREMENTS

10+ years of business process or similar operational experience
4+ years of experience in managing global service teams (ideally a 24x7 team)
Experience working within cloud platform environments, and strong familiarity with tools like Salesforce and Jira.
Must be a US citizen capable of onboarding and supporting Splunk FedRamp customers.
Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Please refer the Job description for details