Director, Customer Support

Your work days are brighter here At Workday it all began with a conversation over breakfast When our founders met at a sunny California diner they came up with an idea to revolutionize the enterprise software market And when we began to rise one thing that really set us apart was our culture A culture which was driven by our value of putting our people first And ever since the happiness development and contribution of every Workmate is central to who we are Our Workmates believe a healthy employee-centric collaborative culture is the essential mix of ingredients for success in business Thats why we look after our people communities and the planet while still being profitable Feel encouraged to shine however that manifests you dont need to hide who you are You can feel the energy and the passion it s what makes us unique Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey Bring your brightest version of you and have a brighter work day here About the Team At Workday our Customer Support teams are united by a passion for our products and a commitment to delivering exceptional customer experiences We are a diverse and dynamic group bringing together a wealth of experience and backgrounds from our vibrant Pune office and locations around the globe Our teams provide 24 7 support across Applications Technical and Customer Care domains as well as through our Global Support Enablement team We are searching for a Senior Support Leader in Pune to join us on this exciting journey Could that be youAbout the RoleAs a Director of Global Total Rewards Application and Customer Support Site Leader in Pune you will be responsible for leading our Global Total Rewards Team whilst providing mentorship and guidance to our local Customer Support team based in Pune Your responsibilities as a Director of Global Total Rewards will be Lead a Global Team with Impact Serve as a transformative leader for a diverse global team driving high performance innovation and growth Inspire and motivate workmates across multiple regions setting clear goals and expectations while fostering a culture of excellence Utilize your leadership to champion best practices encourage continuous improvement and create an environment where talent thrives and innovative ideas flourish Incident Management Take a proactive role in incident management mobilizing resources and ensuring cross-organizational collaboration to swiftly resolve issues and enhance customer satisfaction Oversee Program Management Lead the execution of the Total Rewards strategy within the Global Support organization including the design implementation and continuous enhancement of programs Manage and resolve escalations related to internal support processes ensuring alignment with global strategy while improving internal support mechanisms and workmate satisfactionAs a Site Leader in Pune your responsibilities will be Leadership and Mentorship Mentor and develop our talented people leaders in Pune fostering a culture of excellence and high performance Site Representation Act as the voice of our Pune team at the local site level ensuring their needs and perspectives are represented in global discussions Customer Advocacy Manage highly escalated customer situations demonstrating your commitment to delivering outstanding service and support Community Building Cultivate a strong sense of connectedness and belonging among the Customer Support team in Pune contributing to a vibrant and inclusive workplace culture This role operates in a hybrid work model with at least 50 of time spent in office For this role you need to be based in Pune Relocation allowance will be provided About YouBasic QualificationsLeadership Experience 8 years leading a functional or technical team and or experience with managing software engineering teams Global Customer Support 10 years of customer support engineering experience providing technical support for software and environment issues for enterpriseSoftware Applications SaaS Oracle SAP Netsuite Zuora Infor Taleo onsite ERP Peoplesoft Kronos and or Cornerstone SaaS highly desirable Other QualificationsDrive High Performance Foster a culture of accountability continuous improvement and customer satisfaction to achieve outstanding team results Proven Leadership Demonstrated ability to lead and develop direct and virtual teams including managing cross-functional and regional teams in a matrix environment Strategic Execution Track record of building and implementing effective strategies that drive growth and align with organizational goals Influence and Relationship Building Skilled at building strong relationships and influencing executive stakeholders across corporate geographic and regional levels Cross-Functional Collaboration Expertise in working with product teams to address gaps and resolve issues in high-stakes situations involving senior executives Workday is proud to be an equal opportunity workplace Our Approach to Flexible WorkWith Flex Work were combining the best of both worlds in-person time and remote Our approach enables our teams to deepen connections maintain a strong community and do their best work We know that flexibility can take shape in many ways so rather than a number of required days in-office each week we simply spend at least half 50 of our time each quarter in the office or in the field with our customers prospects and partners depending on role This means you ll have the freedom to create a flexible schedule that caters to your business team and personal needs while being intentional to make the most of time spent together Those in our remote home office roles also have the opportunity to come together in our offices for important moments that matter Are you being referred to one of our roles If so ask your connection at Workday about our Employee Referral process