"Alerted.org

Your role at Dynatrace

The Director, Support Operations is responsible for leading and optimizing all aspects of the support organization’s operational capabilities, including workforce management, knowledge management, process excellence, and analytics. This leader ensures the support team delivers exceptional customer experiences, achieves operational KPIs, and continuously improves through data-driven decision-making and best practice adoption.

Key Responsibilities

+ Oversee the day-to-day operations of the support organization, ensuring efficient case management, timely resolution, and high customer satisfaction.

+ Drive process optimization and standardization across all support workflows, leveraging data and best practices to improve first contact resolution, reduce case handling time, and enhance the customer journey.

+ Lead and mature the workforce management function, including forecasting, scheduling, real-time adherence, and capacity planning to ensure optimal coverage and resource utilization.

+ Develop and execute a knowledge management strategy, ensuring the creation, curation, and continuous improvement of internal and customer-facing knowledge bases, FAQs, and self-service resources.

+ Implement and monitor support metrics and dashboards such as case volume, SLA attainment, CSAT/NPS, backlog, and agent productivity, and use insights to drive continuous improvement.

+ Partner with IT, business systems, and support leadership to evaluate, implement, and optimize support technologies such as ticketing platforms, chatbots, AI and automation, and workforce management tools.

+ Champion a culture of knowledge sharing, operational rigor, and customer-centricity within the support team.

+ Lead initiatives to enhance agent onboarding, training, and ongoing enablement, ensuring the team is equipped with up-to-date knowledge and skills.

+ Oversee vendor relationships and managed services, if applicable, to ensure alignment with support goals and SLAs.

+ Mentor and develop support leaders and managers, fostering a high-performance, collaborative environment.

What will help you succeed

+ Seven or more years of experience in support operations, workforce management, or related fields.

+ Five or more years leading teams and driving operational transformation in a support or service environment.

+ Proven expertise in workforce management, knowledge management, and support process optimization.

+ Experience with support technologies such as ticketing, workforce management, knowledge management, and analytics platforms.

+ Strong analytical, communication, and leadership skills.

+ Bachelor’s degree required. Master’s or MBA preferred.

Why you will love being a Dynatracer

+ A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.

+ Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.

+ A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.

+ An environment that fosters innovation, enables creative collaboration, and allows you to grow.

+ A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.

+ A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all

+ A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

Compensation Data

DOE, salary $190K - $205K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.

Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.