Manager, Support Delivery Partner

Responsibilities:

  • Primary owner of the relationship with our Support Delivery Partners, driving outcomes as required by Global Customer Support Delivery.
  • Manage the day-to-day operations of our partner in Costa Rica, specifically focused on Customer Satisfaction and goal attainment.
  • Must be comfortable leading informally across the organization to challenge the status quo and developing better ways to support customers.
  • Strategically guide delivery partner programs to meet changing business requirements.
  • Develop and implement innovative enablement strategies to ensure consistently excellent customer interactions.
  • Develop, communicate and manage partner performance plans and departmental objectives.
  • Analyze metrics toidentify opportunities for improvement with respect to Service delivery, staffing, etc.
  • Communicate effectively with partners, stakeholders and colleagues to identify needs, evaluate alternative design solutions, and measure success.
  • Resolve issues in creative ways, exercise judgment in selecting methods and techniques to obtain solutions.
  • Identifies and recommends best practices in the areas of vendor management, vendor selection and engagement.

Qualifications:

  • At least 3 years of experience successfully managing highly functioning outsource vendor relationships or technical support teams.
  • Ability to work effectively with cross-functional teams including technical, managerial, and leadership teams.
  • Experience with Contact Center Management, particularly within Enterprise accounts
  • Strong program management experience.
  • Proactively seeks feedback and input; actively listens to others.
  • Knowledge of the outsourcing industry, providers, location benefits and capabilities.
  • Providing excellent customer service to both internal and external customers.
  • Excellent interpersonal and communication skills. Spanish speaking a strong plus.
  • Strong strategic thinking, business analysis, problem solving, team leadership, collaboration, presentation, and communications skills
  • Ability to work effectively in an unstructured environment and manage complex cross-organizations projects where success is predicated on influencing team members without having direct authority over them
  • Ability to succeed in situations with a high degree of ambiguity
  • Strong verbal and written communications skills with an ability to build rapport and credibility with technical and business audiences

Personal Attributes/Interpersonal Skills:

  • Trusted Advisor: provides advice across multiple areas of expertise, and builds broader capability.
  • Challenges the existing method and constantly innovates.
  • Able to easily work well with individuals at all levels.
  • Builds organizational relationships and fosters open communication.
  • Excels at cross-functional collaboration.
  • Flexible and adaptable to changing demands based upon the needs of the business.
  • Able to work independently, establish priorities and demonstrate good judgment skills.
  • Able to multi-task and perform well under pressure.
  • Smart, analytical, creative, efficient, driven, and tenacious.
  • Strong written and oral communication skills.

Life At Palo Alto Networks

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Head in the Cloud

I started working in security when it wasn’t glamorous. I just love math — so much so that I earned my degree in math and computer science at Southern Methodist University.
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Culture of Empowerment

I had the privilege of hearing Nir Zuk, the founder of Palo Alto Networks, speak at an event in the Asia-Pacific region (APAC) when the company was still a startup. When I heard him talk about wanting to change the world, create disruption, and do something different from what the industry had traditionally been doing. It was very motivating and inspiring! 
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My View from the Cybersecurity Frontlines

When I was a kid watching Star Trek, I used to imagine that someday in the future, life would be like that: People walking around with small computers, instant communication devices, on their chests that would give them access to any information they needed. I think a lot of us did.
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