Senior Manager of Cloud Support (RapidScale)

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.
At RapidScale, part of the Cox family of businesses, we're hiring a Senior Manager to oversee our Cloud Support group. In this role, you'll lead existing customer care teams while building a team to deliver the future of customer success.
Cloud Support is about much more than resolving issues promptly - it's also about ensuring our customers derive maximum value from their cloud solutions. We're looking for someone who deeply believes that even the smallest interaction can lead to extraordinary improvement in a customer's overall experience.
If you're someone who's passionate about continuously improving customer experience and driving incredible outcomes, we want to hear from you.
What's In It for You?
Here's a sneak peek at the benefits you could experience as a Cox employee:

• A competitive salary and top-notch bonus/incentive plans.
• Exceptional work-life balance, flexible time-off policies, and accommodating work schedules.
• Comprehensive healthcare, with multiple options for individuals and families.
• Generous 401(k) retirement plans with up to 8% company match.
• Professional development and continuing education opportunities.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
• Extra perks like pet insurance, employee discounts, and much more.

What You'll Do
Simply put, you'll own and architect the delivery of exceptional cloud support throughout a customer's relationship with us. Here's how you'll make an impact:

• Oversee and own outcomes of all customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly, and sustainably as we continue to scale our business.
• Work with executive leadership to develop, direct, and drive key business strategies that provide the highest level of improvement to customer service delivery, while maintaining stringent quality standards for all staff members.
• Contribute thought leadership for managers, supervisors, and agents to ensure that best practices and current trends alike are captured in processes.
• Define and monitor key Customer Care quality metrics to identify critical, systemic, and other significant issues with potential business impact.
• Identify and drive resolution of critical and complex business, functional, and operational issues that may impact customer experience.
• Develop and execute an on-/near-/offshore strategy to scale the team for explosive growth.

Who You Are
You're an empathetic leader who knows how to effectively, firmly, and gracefully drive change. Here's more on what you bring to the table:
Minimum Qualifications:

• Bachelor's degree in a related discipline and 8 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 6 years' experience; a Ph.D. and 3 years' experience in a related field; or 12 years' experience in a related field
• 3+ years' experience in management or leadership role
• Proven skill architecting and executing a clear vision that inspires your teams and promotes buy-in.
• Experience developing and supporting teams and leaders and building a sense of ownership over successes and misses alike.
• Experience leading large teams of 60+.
• Prior experience integrating a supplemental staffing model that included near- and offshore resourcing.
• Experience scaling customer operations to support both business growth and shifting market demands.
• Demonstrable record of best-in-class customer satisfaction metrics and retention.
• Exceptional discernment regarding both escalation management and incident resolution paired with a relentless sense of urgency.
• Exceptional skill communicating customer issues in a meaningful way to both technical and business audiences of varying degrees of seniority.
• Experience leading globally distributed teams.
• A background in professional services, managed services, or IT management.
• Knowledge of the cloud technology industry's business models and core processes.
• Strong data analytics skills, including the ability to both predict and trend outcomes.
• Willingness to travel up to 50% initially for stakeholder and client relationship-building.

USD 108,800.00 - 181,400.00 per year
Compensation:
Compensation includes a base salary of $108,800.00 - $181,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.