Sr. Director, Production Support

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

The opportunity

Reporting to a President of OT Japan - Customer Support, the primary responsibility of this position is to oversee the operations of all Support teams, supporting all OpenText Enterprise products for supporting customers. This includes managing the team managers and team members, prioritizing, and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.

You are great at

• Direct responsibility to oversee operations of Customer Support teams. This encompasses KPIs management, issue prioritization, and policy compliance.
• Deliver a customer centric philosophy.
• Mentor the Customer Support Managers.
• Provide mentoring to key talents.
• Create and deliver action plans to improve efficiency and quality.
• Manage customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
• Develop standard operating procedures for the Open Text Customer Support team.
• Actively engage in talent management activities such as hiring, performance management, feedback, training, etc.
• Act as OpenText culture ambassador.
• Creative thinker and able to adapt to change.
• Have a positive presence and can deal with difficult conversations.
• Develop people’s career, preparing them to grow professionally through mentoring, coaching and career guidance.
• To provide leadership and facilitate open communication between Technical Support Specialist within the group and other departments within Open Text.

What It takes

• Relevant managerial experience in Support environment with an overall experience of 15+ Years
• Highly developed professional and interpersonal skills are needed to perform the job.
• Strong team building and talent management skills are required.
• Previous experience interfacing with customers in a support capacity.
• Previous experience managing C-level escalation situations.
• Experience working and or managing employees in different locations.
• Excellent communication skills, written and verbal.
• Prior knowledge of any of the OpenText products would be an added advantage

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.