Regional Support Manager

**About e-Core**:
We are a technology services partner for digital innovation and business transformation.
We combine our global experience in key industries and the latest technologies to help fast-growing and established companies transform and accelerate their business models, develop innovative digital solutions, scale technology capabilities, and sustain their growth.
We are change-makers, and the purpose of everything we do is to connect people and technology to build a better future together.
Our approval ratings on Glassdoor and the awards we've received from Great Place To Work since 2008 prove that we encourage work-life balance in a transparent and flexible environment, ensuring a unique experience for e-Coreans to be their best version.
We are looking for a passionate Manager to run and grow our **Cloud Migration Support operation**, acting as a Regional Support Manager.
Collaborating with the Head of ACSS and with Atlassian through Cloud Migration Op., this position will define strategic direction and operational strategies for the team, identify areas for continuous improvement, contribute to policy definition and, most importantly, develop talent and manage managers of the Cloud Migration operation.
Migrations from server to cloud/ cloud to cloud are complex, multi-month projects which require deep technical knowledge, project management skill, and exceptional customer service.
To service them effectively you need to be able to build an environment that attracts top talent and nurtures them.
**As a Regional Support Manager you will**:
- Improve customer experience, scale the team and develop talent;
- Guide strategic programs across teams in Product, Sales, Channel, Technical Support, Marketing, and Customer Success & Innovation;
- Oversee OKR and metrics management for Migrations;
- Guide impact within the migration strategy by ensuring the high completion rate of migrations;
- Increase referrals for migrations by customers and improvement in operational efficiencies;
- Analyze operational metrics to determine strategic wins and drive improvements that will increase value for customers;
- Implement, improve and standardize key processes to ensure consistent and reliable journeys for customers.
**Your success will be based on your ability to**:
- Grow the leadership capability in the organization - Managing Front Line Managers and their teams;
- Attract and nurture top talent;
- Monitor and optimize critical business processes and operational metrics;
- Foster an environment of legendary customer support;
- Cultivate continuous improvement in employee engagement;
- Rapidly grow in the role, personally and professionally.
**You would be a great fit if you**:
- Have experience in fast-growing global support operations;
- Have leadership experience managing managers to meet and exceed operational performance goals;
- Have demonstrated experience in designing and implementing talent nurturing programs that grow strong leaders and strong support engineers;
- Have demonstrated experience in building a customer-centric culture that champions the customer's needs;
- Have demonstrated experience with interpreting data analytics to drive insight and drive customer value;
- Can demonstrate success in multi-functional influence and inspiring change in a matrices environment;
- Are passionate about the customer and delivering disciplined improvements.
**As an e-Corean, you will have flexible benefits in a model that you will chose what's the best for you**:
- Health, dental, and life insurance;
- Meal and/or Food allowance;
- Multi Benefits Card;
- 15 days of vacation every 6 months (30 days of PTO per year);
- Private Pension Plan;
- Short-Term Incentive Plan (PLR);
- Parking allowance in SP and POA offices;
- Possibility to choose between a variety of work models;
- Financial support for studies and daycare center;
- Flexible work hours;
- Customized setup (e.g, monitor, earphones/headsets, keyboard);
- Periodic Wellbeing Sessions (Meditation, Mindfulness, Breathing Techniques, etc.);
- Home Office Setup Allowance (according to your work model);
- Monthly Remote Work Allowance (according to your work model);
- Gympass partnership.
LI-REMOTE #LI-RC1
**e-Core Diversity Commitment**:
We are a team of creative and innovative people, and we hire on an equal opportunity, **regardless of gender, race/ethnicity, sexual orientation, disability, age, religion and others.
**
We are committed to the values of **Equal Employment Opportunity** and everyone at e-Core is empowered to be themselves and encouraged to develop professionally and personally.
**Privacy**:
- Ao me inscrever, concordo que li e entendi a Política de Privacidade da e-Core.
- Privacy Policy (EN) / Política de Privacidade (PT-BR)