Working at Atlassian
Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
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:
Measurements of success: