Director, CX Service Owner

Company Overview

BE PART OF BUILDING THE FUTURE.

What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse?

The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure's vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we've only scratched the surface of our ambitions.

Pure is blazing trails and setting records:

• For ten straight years, Gartner has named Pure a leader in the Magic Quadrant

• Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score that is the highest in the industry

• Industry analysts and press applaud Pure's leadership across these dimensions

• And, our 6,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go

If you, like us, say "bring it on" to exciting challenges that change the world, we have endless opportunities where you can make your mark.

Position Overview

The Role

As the Director, CX Service Owner, you will be leading a global team of business relationship managers, business systems analysts and system administrators that are focused on delivering the best possible customer experience for our internal employees, our partners, and our customers. This is a highly strategic and critical role that will drive the growth of both IT and our Customer Experience (CX) business partners, and you will be a key part of the larger initiative for the overall digital transformation journey of Pure.

Responsibilities

What You'll Do

• Have the ultimate accountability for the CX Services service; this service includes ServiceNow modules CSM and FSM, as well as NICE InContact, KeyedIn, and Aha!.

• Be responsible and accountable for developing a compelling vision for the product, ensuring the definition of business outcomes and a roadmap/backlog of activities to achieve them.

• Lead, mentor, and develop a high-performing team of ServiceNow professionals.

• Foster a culture of innovation, collaboration, and continuous improvement.

• Collaborate cross-functionally with IT, CX, DX, Sales and Product teams to drive the modern data experience at Pure.

• Provide input into the development of Key Performance Indicators (KPIs) and metrics to provide status on service health.

• Manage relationships with ServiceNow vendors, ensuring timely updates, support, and alignment with company objectives.

• Represent the "CX Services" Service across the organization.

• Use data analysis to understand and prioritize initiatives, measure and track key objectives.

• Build and maintain relationships with our CX Services business partners.

• Foster continuous improvement by identifying opportunities to collaborate across multiple teams.

• Serve as a trusted advisor to our CX Services business partners.

• Collaborate with executive leadership to ensure the CX Services service supports and enhances overall business objectives.

Qualifications

WHAT YOU'LL NEED TO BRING

• Bachelor's degree or equivalent practical experience.

• 10 years of experience in services operations or equivalent strategy/project delivery management experience for enterprise software.

• Experience leading distributed teams, handling multiple stakeholders and functions.

• Ability to present to executives and communicate with a highly technical management team.

• Excellent project management, problem-solving, and analytical skills. Excellent business judgment.

• 5+ years of experience within Business Systems or Customer Experience organizations.

• Ability to work in diverse, fast paced environment and effectively collaborate across teams.

• Ability to juggle multiple projects and initiatives simultaneously.

• Passion for managing and growing engineers and leaders.

• Team player who will work across the organization to create and drive an actionable strategy.

#LI-HYBRID #LI-ONSITE #LI-TH3

Pay Range

USD $126,000.00 - USD $291,000.00 /Yr.

Pay Transparency Statement

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive pay and/or equity.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out purebenefits.com for more information.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

BE YOU-CORPORATE CLONES NEED NOT APPLY

Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events.

PURE IS COMMITTED TO EQUALITY.

Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.

Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

If you need assistance or an accommodation due to a disability, you may contact us at TA-Ops@purestorage.com.

APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.

If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.

DEEMED EXPORT LICENSE NOTICE.

Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.