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Vice President, Global Operations and Support Full-time

at Acquia in Massachusetts (Published at 12-08-2018)

Acquia is a rapidly growing, privately held technology company that provides a leading cloud platform for building, delivering and optimizing digital experiences. Global organizations use the Acquia platform to create a single, powerful digital foundation for delivering world-class customer experiences.

The Vice President, Global Operations and Support is responsible for delivering an extraordinary experience to our customers. This role will report to the Chief Operating Officer and work closely with all members of Acquia’s leadership team. As an experienced leader, you will set strategy, establish priorities, build a global organization of top talent and implement unparalleled systems and processes that make a real impact on our end users’ day-to-day jobs.

In this role you will:
  • Set global operations and support strategy; driving a best support and operations practices in a customer segmentation model.
  • Define priorities and clearly communicate them both internally and externally.
  • Drive operational efficiency to scale the business to meet customer growth and internal performance metrics.
  • Build and manage a global team of extraordinary professionals, providing 24x7 support.
  • Manage resources, from budget definition to system acquisition and implementation, to support our corporate growth and future plans.
  • Effectively and efficiently liaising between our customers and product teams to enhance our offerings.
  • Financial planning, budget management and technology platform & services related contract negotiations and vendor management
  • Partner with decision-makers across the company to identify, recommend, develop, implement, and support technology solutions for all aspects of the organization and users.
  • Set and measure goals for team; with a focus on timely delivery, service-oriented solutions, and value-add benefits to the organization.
  • Bachelor of Science in Computer Science or related field, or a combination of education and work experience
  • 10+ years of operations and support management experience
  • Knowledge of enterprise web technologies, security and modern IT infrastructures; prior AWS and Drupal experience a plus.
  • Demonstrated knowledge of cloud architecture and SaaS support.
  • Experience using web-based helpdesk systems for incident management.
  • Possess significant business acumen to interpret business strategies into IT priorities
  • Possess excellent communication and facilitation skills with the ability to present ideas in an accessible way to various stakeholders across the organization
  • Strong management skills to hire, mentor & develop a geographically distributed team
  • Experience in process optimization & improvements
  • A hands-on and adaptable leadership style with commitment to driving results
  • Pushes creative thinking beyond the boundaries of existing industry practices and customer mindsets
  • Leadership: You’re able to lead cross-functional teams, realize new opportunities, and succeed against aggressive goals.
  • Influence: Define and present innovative ideas to the executive team and get buy-in to support your big ideas.
  • Results-Oriented: Able to drive to exceed goals, execute consistently, and deliver outstanding results.
  • Data-Driven: You love metrics and numbers, dig deep to obtain, analyze and use it to inform your planning and confirm your decisions
Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.

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