Global Product Lead, Confluence


Working at Atlassian

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We’re looking for a Global Product Lead to join the Customer Support & Services Organization to help us standardize, scale processes & improve support operations across the global Confluence Cloud support team. In this role we expect you to be passionate about delivering outcomes in a global environment that is rapidly evolving . If you are passionate about continuous improvement, seamless execution, and constant change, this is the role for you! This is a program manager role with a support operations focus, that has a broad array of responsibilities. It includes typical program management for dependency management across a set of projects, project management for some key projects, and also running cadence and planning rituals across our cloud support organization.
You should be comfortable interacting and presenting to leaders, cross-department managers, and project teams to drive a portfolio of programs. The role will require strong multi-tasking, an ability to self-direct, strong prioritization skills, an innovative and resilient spirit, and continual drive to make big impacts to our business and customers. You will drive multi-quarter project delivery, collaboration, transparency, and risk remediation across cross-functional business teams.
In this position you will help oversee the global health and continuous improvement of operations for a specific product/product family. Specifically this means:

Customer Insights – Understanding and consolidating key customer insights to drive initiatives or actions – E.g. customers expect faster response times for issues related to “User management” or Migrations into our Cloud products take specialized knowledge and requires segmented team.
Global Capacity & Coverage – Analyzing global team health of the aligned product for capacity versus actual volume, and identify required hiring recommendation alignment with projects, and platform director.
Global Team Ratios – Maintain and report on staffing Team leads, Senior Engineers, and Support engineer ratios and promotional pipeline.
Global Knowledge – Identifying key version/product issues that can be mitigated with knowledge
Global Training – Current skills matrix capabilities, product support training programs/strategy and prioritize global training needs and drive improvements in these areas
Global Developer Escalation Ownership – Product specific dev escalated tickets is accountable to the product lead for prioritization, service levels, communications, and check-ins.
Strategy Champion – Champion strategy set by Platform Director for their product(s)
Project Champion – Champion change management and project team strategies for their product(s) through close collaboration with Team leads and Regional / Group managers

Interface with our service enablement teams – Partner with our service enablement teams and proactively mitigate emerging issues and ensure readiness for new releases for the aligned product that you own
Global Communications – Ensure solid communications across the project, service enablement, and operational leadership teams.
Global Operational Metrics – Assist regional managers and director of platform to optimize operational metrics such as NPS, Responsiveness (Initial Response Time), Resolution rate, etc. Also monitoring operational metrics of the aligned product such as NPS, IRT, Resolution rate to discover areas that can be improved via training, knowledge, processes/workflows, or product team feedback.
Global Volume Resolution – Provide communication, alignment, and drive for quick resolution in the event of a sustained period where ticket load exceeds the team’s ability to process in partnership with Team leads and Regional / Group managers


Characteristics of the Product Support Team:


  • Influence – Product support teams can spread across 6-8 regions, each with one or more team leads. Success factors are technical (product) depth, ability to spot trends and initiate action through getting buy-in from virtual teams
  • Product Scope – A Product Lead can be responsible for a single large/complex product or multiple products grouped into family. In this case, it is specific to Confluence Cloud.

    Measurements of success:


  • Global Product Knowledge & Technical Capability Training – Driving and aligning on training & team technical and soft skills improvements
  • Global Team Ratios – Assist with planning and aligning of engineer / manager ratios and technical capability overlap within product alignment
  • Global NPS/CSAT – Driving and assisting in stabilizing and deep diving to improve Net Promoter Scores and CSAT scores across the global product support teams for Confluence Cloud
  • Global Capacity Improvements – Improvements per FTE in their ability to solve a given number of support tickets/cases over a period in time, with similar complexity

    Additional responsibilities:


  • Analyses data & metrics and gathers information to proactively identify trends; asks questions and digs until they understand root causes and develop solutions to mitigate problems/capitalize on opportunities
  • Communicates what is changing and why. Explains the business need for change and the anticipated benefits; emphasizes the impact of change on performance expectations and individual, team, and organizational results
  • Identifying and leveraging opportunities to accelerate results by assigning tasks and responsibilities to team leads with clear boundaries, expectations, support, and follow-up
  • Developing and leveraging relationships with global team leads for product, regional managers, service enablement, and projects teams to achieve results

    Our perks & benefits
    To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.
    About Atlassian
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