Head of Program Delivery, Customer Support Services

Austin, United States • Support (CSS) • Full Time

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Atlassian can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Atlassians can choose to work remotely or return to an office, unless it’s necessary for the 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 an experienced director to lead a growing team charged with transforming the Customer Support Services (CSS) organization. This role combines breadth (the full CSS portfolio), depth (owning our tooling transformation), people (growing leaders and scaling a team), and functional ownership (mature program delivery). If you're passionate about leadership, exhilarated by complex problem solving, and motivated by scale, then this is the role for you!

You'll lead the Program Delivery function within the CSS Operations Enablement Team (OET). Your first team consists of peers running our Analytics function, Learning and Development function, a Portfolio Manager, and the CSS Chief of Staff. Along with your peers you'll partner with senior leaders outside of OET to deliver impactful outcomes to the organization. Your direct reports are senior managers, each responsible for a subset of the overall portfolio.

More about you

You're highly motivated to deliver business outcomes and have experience being accountable for large decisions. You know how to balance being decisive and setting direction with making space for the team's perspective. You have experience with large-scale organizational change including marketing methodologies. You understand where the business is going and proactively hire for the skills needed to solve tomorrow's problems.

You create a culture of psychological safety and allow everyone on the team to bring their whole selves to work. You delegate work across the team to scale and provide opportunities, but balance it with verification and keep outcomes on track.

You're a life-long learner. You continually develop your own skills and can get up to speed quickly in any new area of the business. You have a growth mentality and develop this approach in your team.

You maintain positivity for yourself and your team, even in the face of adversity and setbacks. Failures are opportunities to learn and build resilience.

What you are accountable for:

  • The architecture and operational adoption of a queue management solution that will scale for the next 3-5 years and improves customer outcomes this year.
  • Hiring front-line managers and individual contributors with phenomenal technical skills, characteristics, and team fit.
  • Identifying, and mitigating risk across the portfolio for the forward rolling six quarters.
  • Maturing our project planning and execution processes to improve scale, velocity, and precision.
  • Establishing and improving the metrics that define the health and efficacy of your organization.

On your first day we'll expect you to have:

  • 10+ years delivering successful transformations affecting large, complex, customer-facing systems, processes, and people.
  • Experience leading a distributed team (currently Austin, Amsterdam, Bengaluru, and remote).
  • Demonstrable ability to drive a cross-functional team to execute against a strategy you devised.
  • Exceptional behavioral assessment capability and the ability to teach this to others.

More about our team

We're a growing leadership team dedicated to helping Atlassian pursue its mission of unleashing the potential in every team. We're direct, focused, and demand excellence, but there's laughter in every meeting because we thoroughly enjoy the work we do. We're constantly growing, learning, adapting, and trying new approaches. BBQ, tacos, and coffee are a few of our favorite things!

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

If your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.

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