Your work days are brighter here.At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.About the TeamThe Support Applications & Technology (SAT) team is responsible for supporting, maintaining, and innovating the systems and tools used by both Workday’s customer support and its customers. We are a diverse group of product operations specialists with varied experiences and backgrounds. Our team is committed to Workday's core values, which prioritize employee well-being, equal opportunities, collaboration, supportiveness, and fun!About the RoleWe are seeking a leader who is passionate about customer experience and has demonstrated experience managing people and inspiring others. As a product operations leader, you will lead a dynamic team of operations analysts responsible for troubleshooting, triaging, and resolving incidents reported by our global customer support team. We need a self-starter who can quickly learn, drive results, and prioritize customer and analyst satisfaction. You will play an instrumental role in building the team as we expand our team’s presence in Pune.Key Areas of Responsibilities:Enable a team of product operations analysts to effectively and quickly prioritize and resolve incidents reported by our global customer support team or customers. Partner with business stakeholders to gain an understanding of their business needs, processes, and priorities so that the team can accurately advocate for the support team. Manage and prioritize a queue of user stories, production incidents, and user requests.Collaborate closely with our Business Technology teams to drive resolution and provide guidance to developers for bug fixes as well as minor enhancements.Innovate and identify opportunities for technology improvements that lead to best-in-class customer service.Deliver continuous process improvements for incident management and product development.Serve as an escalation point for business stakeholders. About YouYou'll come with 5+ years' of technical product operations experience with 3 years+ in people management. You have an expert knowledge of Salesforce Service Cloud. Demonstrated ability to exercise influence, engage employees, communicate effectively, promote collaboration, teamwork, change initiatives, and build value for both external and internal customers.Other Qualifications:Experience with JIRA, Confluence, ServiceNowCustomer advocacy skillsSalesforce admin certification preferredCustomer support and relationship management experienceStakeholder alignment experienceWorkday is proud to be an equal opportunity workplace.Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
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