Description

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.

Cisco is an Equal Opportunity Employer

At Cisco, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.

Base Pay Range: $103,700-$141,500

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Please note: This position supports United States federal, state, and local government agency customers and is subject to certain U.S. citizenship-based restrictions imposed by law, regulation, executive order, government contract, and/or related determination by the U.S. Attorney General. As such, this position is contingent upon candidates establishing proof of U.S. citizenship status. If Splunk determines that a candidate’s citizenship status will prohibit the candidate from working in this position, Splunk expressly reserves the right to either consider the candidate for a different position that is not subject to such restrictions, on whatever terms and conditions Splunk shall establish in its sole discretion, or, in the alternative, decline to move forward with the candidate’s application.

Thank you for your interest in Splunk!

Manager, Fulfillment Operations

Offer summary

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Job description

Description

The Team

The Role

Responsibilities

What You Provide

Requirements

Required profile

Experience

Hard Skills

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