Splunk Customer Support Quality and Continuous Improvement Program Manager in San Francisco, California

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Role:

The Customer Support Process Quality and Continuous Improvement Leader is responsible for managing process quality programs in a complex and dynamic environment in order to develop and sustain a culture of continuous improvement that will transform and scale Support Delivery.

You will be responsible for program definition, scoping, prioritization and using standard methodologies to execute including: process mapping, developing and recommending alternatives for improvement, developing performance metrics, obtaining leadership or partner agreement, implementing improvements, and monitoring post-process improvement initiative performance to updated standards.

Success in the role is defined by executing programs that have a demonstrable impact on mean time to resolve, customer satisfaction, time to accurate diagnosis and employee engagement in a culture of quality.

Responsibilities: ·

  • Understand the company’s operating model and Support objectives and how to translate into efficient, standardized and scalable business processes

  • Develop a comprehensive Operational Excellence and Quality strategy that supports the Support & Renewals customer-focused mission and vision

  • Evaluate, interpret and implement appropriate industry quality standards; leading to the formulation of quality policies, procedures and other relevant documentation

  • Apply process improvement methodology and analytics to define, scope and execute programs that will have a measurable and sustainable impact on key KPI’s

  • Analyze data to identify areas of improvement in systems and processes as well as identifying training needs and organize training to meet the quality standards

  • Review and identify any gaps in the current quality process and provide recommendations solutions to address the gaps

  • Ensure regular quality oversight through analysis of data to identify areas for improvement in the quality system

  • Monitor and track all recommended corrective and preventive actions. Ensure they are implemented globally and consistently

  • Investigate any customer complaints, non-conformance and breakage issues

  • Present monthly and quarterly quality reviews to the Support leadership team, including detail updates on the progress of the recommended corrective and preventive actions

  • Partner with enablement to develop and disseminate training and change management for customers and employees as it pertains to the role

  • Work inclusively in collaboration with peers and business stakeholders to create and execute plans. Effectively impact and influence a wide variety of stakeholders in a matrixed environment

  • Establish, communicate and negotiate clear timelines and actions for desired outcomes

  • Ensure solid deployment plans and business readiness to meet plans

  • Remove barriers for execution of projects programs

  • Ensure a culture of quality where every member of the Support organization understands the quality standards, the role of the quality team and the desired outcomes expected from every member

Requirements:

  • At least 10 years of experience applying process improvement principles to large, transformational initiatives in a complex environment

  • Lead advanced analytics projects, with complex data sets, to baseline existing capabilities of our end to end business processes, measure and analyze pain points, and identify levers to improve capabilities

  • Six Sigma experience preferred

  • Experience in the use of Change Management principles

  • An aptitude and ability to facilitate teams and lead sustainable change

  • Strong analytical skills. Proficiency with statistical and data analytics and visualization tools e.g. Splunk, Minitab, Excel, Tableau

  • Be passionate about transforming and scaling Support and delivering a world-class customer experience

  • Ability to translate strategy into tactical actions that are understood and supported by the teams who execute

  • Exceptional communication, influence and interpersonal skills– ability to synthesize complex issues and communicate into simple messages for leadership, peers, customers and global teams

Desired characteristics:

  • Support or similar operations or customer experience

  • Familiar with able to drive the Agile development and release methodologies, especially for automation of business processes, improvements redesigns

  • Develop and maintain critical dashboard solutions to provide business insights to several audiences at different levels

  • Experience with implementation of corrective action programs

  • Experience and knowledge of tools, concepts and methodologies of QA

  • Strong attention to detail and understanding of the importance of good and proper documentation and standard operating procedures

  • PMP Certification

  • ITIL Certification

Education:

  • Bachelor's degree is strongly preferred

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

About Splunk

Splunk was founded to pursue a disruptive new vision: make machine data accessible, usable and valuable to everyone. Machine data is one of the fastest growing and most complex areas of big data—generated by every component of IT infrastructures, applications, mobile phone location data, website clickstreams, social data, sensors, RFID and much more.

Splunk is focused specifically on the challenges and opportunity of taking massive amounts of machine data, and providing powerful insights from that data. IT insights. Security insights. Business insights. It’s what we call Operational Intelligence.

Since shipping its software in 2006, Splunk now has over 13,000 customers in more than 110 countries around the world. These organizations are using Splunk to harness the power of their machine data to deepen business and customer understanding, mitigate cybersecurity risk, prevent fraud, improve service performance and reduce costs. Innovation is in our DNA – from technology to the way we do business. Splunk is the platform for Operational Intelligence!

Splunk has more than 2,700 global employees, with headquarters in San Francisco, an office in San Jose, CA and regional headquarters in London and Hong Kong.

We’ve built a phenomenal foundation for success with a proven leadership team, highly passionate employees and unique patented software. We invite you to help us continue our drive to define a new industry and become part of an innovative, and disruptive software company.

Benefits & Perks: Wow! This is really cool!

SF Only

Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO, sick leave, stocked micro kitchens in Splunk offices, catered lunches on Mondays, catered breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer, “Fun Fridays”.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Non SF

Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO and sick leave. Our work environments vary by location however we believe in hosting amenities and fun activities to fuel our energy. You may find fully stocked micro kitchens, catered lunches on Mondays and breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer and “Fun Fridays”.

This isn’t a job – it’s a life changer – are you ready?

Individuals seeking employment at Splunk are considered without regards 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 (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

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