Pax8 is the leading cloud-based technology marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world’s favorite place to buy cloud products. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative and humorously offbeat. We work hard, keep it fun, and expect the best.
We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.
No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.
Position Summary:
The Sr Director of Global Support Experience (GSX) will play a pivotal role in shaping the strategic direction and execution of initiatives within the GSX team. Reporting directly to the Corporate VP, this leader will design global strategic initiatives, build a vision for the Global Support Experience team, and ensure the seamless execution of key initiatives via Plan8. The Sr Director of Global Support Experience (GSX) will serve as a key link between the CVP and the directors, holding the team accountable for achieving their goals. This role involves managing a team of directors, coaching and developing them, holding regular one-on-one meetings, and setting the vision and strategy for the GSX team.
Additionally, the Sr Director of Global Support Experience will collaborate closely with regional support leaders and supporting functions to gather buy-in on strategic initiatives and implement best practices globally. This role serves as a vital bridge between regional teams and the corporate office, ensuring that global support strategies are effectively tailored and executed across all regions. The role will also determine the optimal locations for executing various roles and functions, enhancing overall efficiency and effectiveness of global support operations.
Essential Responsibilities (includes, but is not limited to):
- Develop and implement strategic initiatives that align with the corporate vision and goals.
- Build and communicate a clear vision for the GSX team, ensuring alignment with regional teams (AMER, EMEA, APAC).
- Lead and manage directors, providing coaching, development, and performance management.
- Conduct regular one-on-one meetings with directors to discuss progress, provide feedback, and support professional growth.
- Foster a culture of accountability and continuous improvement within the team.
- Collaborate with other senior leaders to integrate GSX initiatives with broader organizational strategies.
- Oversee the development and implementation of governance and guidelines for regional support teams.
- Standardize onboarding practices, KPIs, and job descriptions across all regions.
- Design and execute strategies for optimizing roles in Manila and other cost-effective locations.
- Identify roles that can or should be moved to more cost-effective locations and develop transition plans.
- Work with regional teams to get buy-in and develop best practices for various support functions.
- Ensure effective communication and collaboration between regional teams and the corporate arm.
- Monitor and report on the progress of strategic initiatives and projects.
- Identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness.
- Oversee daily operations to ensure efficiency and effectiveness in service delivery.
- Monitor performance metrics and ensure the highest standards of customer support are maintained.
- Manage budgets, allocate resources, and provide operational reporting to senior leadership.
- Represent the GSX team in senior executive meetings and provide regular updates to the Corporate VP.
Ideal Skills, Experience, and Competencies:
- 10+ years of experience in a senior leadership role within a global IT or operations environment.
- Proven track record of designing and executing strategic initiatives.
- Strong leadership and team management skills with experience in coaching and developing team members.
- Excellent communication and interpersonal skills.
- Strong operational management skills, including budget management and resource allocation.
- Ability to work effectively in a fast-paced, dynamic environment.
- Strong problem-solving and decision-making abilities.
- Ability to work collaboratively with regional and corporate teams.
- Excellent project management and organizational skills.
- Strong analytical and problem-solving abilities.
- General knowledge of IT applications, business processes, and software.
- Strong organizational, presentation, and client service skills.
- Skill in strategic planning with an ability to think and plan ahead.
- Experience with planning and preparing written communications.
- Ability to apply knowledge of business and the marketplace to advance the organization’s goals.
- Ability to develop people to meet both their career goals and the organization’s goals.
- Ability to paint a compelling picture of the vision and strategy that motivates others to action.
- Ability to handle conflict situations effectively with a minimum of noise.
- Ability to see ahead to future possibilities and translate them into breakthrough strategies.
Required Education & Certifications:
- Bachelor’s degree in Information Systems, Business Administration, or related field; Master’s degree preferred
Compensation:
- Qualified candidates can expect a salary beginning at $135,000/yr or more depending on experience
Expected Closing Date: 09/27/2024
#LI-Remote #LI-JF1 #BI-Remote
*** Colorado law requires an estimated closing date for job postings. Please don't be discouraged from applying if you see this date has passed ***
*Note: Compensation is benchmarked on local Denver Metro area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.
At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:
- Non-Commissioned Bonus Plans or Variable Commission
- 401(k) plan with employer match
- Medical, Dental & Vision Insurance
- Employee Assistance Program
- Employer Paid Short & Long Term Disability, Life and AD&D Insurance
- Flexible, Open Vacation
- Paid Sick Time Off
- Extended Leave for Life events
- RTD Eco Pass (For local Colorado Employees)
- Career Development Programs
- Stock Option Eligibility
- Employee-led Resource Groups
Pax8 is an EEOC Employer.
Equal Opportunities
Pax8 is an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country the role is based in. Offered individuals will be asked to undertake identity, security compliance and reference checks. Your privacy is important to us. Your data will be held in accordance with Data Privacy best practices and processed only in accordance with our recruiting processes.
