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Head of Strategy & Ops, CSS Operations

Atlassian

Atlassian

Software Engineering, Operations
San Francisco, CA, USA · Remote
Posted on Tuesday, June 18, 2024

Head of Strategy & Ops, CSS Operations

Enterprise Business Services | San Francisco, United States | Remote, Remote | Full-Time

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Atlassian’s Customer Support Services (CSS) team is looking for a Head of Strategy & Ops, CSS Operations, who will serve as a trusted advisor and direct report to our Head of CSS Global Operations. In this role, you will boost leadership team effectiveness, enable seamless communication, drive strong operational practices, and orchestrate both strategic and operational initiatives.

As the Head of Strategy & Ops, you will be responsible for establishing core business rhythms, managing budget and procurement processes, owning hiring strategies and centralized position management, improving team engagement, and driving special projects as needed.

This is a remote position based in the United States, and requires travel 4-6x per year.


More about the great work you will do:

  • Strategic Advisor: Serving as a key advisor and “right hand” to the Head of CSS Global Operations, you will assume many responsibilities typical to a Chief of Staff. This includes: acting as a proxy, driving special projects, driving/ co-authoring presentations and deliverables.

  • Operations & Business Rhythms: Designing and leading and operational processes and cadences, including quarterly leadership offsites, weekly leadership meetings, monthly/ quarterly business reviews - just to name a few!

  • Position Management/ Hiring Plans: Developing headcount and hiring plan from strategy to execution; managing changes to those plans by improving central governance and practices.

  • Budget & Procurement: Managing T&E budget, including budget allocation methodologies, expectations, tracking, processes, and timelines. You will also manage vendor relationships, and related procurement needs (e.g. Purchase Orders, Contracts, Invoices).

  • Team Engagement: Designing, planning, and executing of various team engagement efforts (e.g. global town halls, employee recognition, customer service week)

You will lead a small & mighty team of Atlassians who drive strong outcomes in these areas of ownership.

About You:

  • You excel at creating trusted partnerships with senior leaders, and are known for your ability to anticipate needs, communicate proactively, considered decision making, and thoughtful escalations.

  • You have excellent interpersonal and communication skills, and a keen ability to tailor messages and presentations to match the needs and expectations of the audience.

  • You excel at creating compelling executive presentations.

  • You are a passionate problem-solver, with strong curiosity and judgement. You value and seek out diverse perspectives, weigh tradeoffs, and propose thoughtful recommendations. You can take a nebulous problem and swiftly turn questions or uncertainty into action.

  • You are a self-starter and are able to effectively juggle multiple priorities.

  • You are an expert facilitator who is able to create clarity and cohesion among teams, connecting dots across the organization for improved alignment and engagement. You help to reduce uncertainty an accelerate strong decision-making.

  • You are attentive to detail, meticulously organized, and value high-quality work. You don’t mind rolling up your sleeves and diving into all levels of detail. You are experienced in handling sensitive information. You have a strong aptitude for data.

  • You are an experienced leader who thrives in a fast-paced, dynamic environment, champions change and fosters a strong team environment.

  • You are an expert user of business tools including Google Sheets, Excel, and Powerpoint.


On your first day, you will bring:

  • Minimum 10+ years of leadership experience within fast-growing Customer Support operations or Customer Support program management. Experience in consulting, strategy, program delivery, or business operations is a plus!

  • Minimum 10+ years of experience working with or supporting customers spanning SMB to Enterprise in the Cloud.

  • Exceptional verbal and written communication skills, presenting ideas with clarity and brevity.

  • Analytic prowess, a drive to support decisions with data, and the ability to make data digestible to varied audiences.

  • Experience leading teams through change and creatively solving problems.

  • A strong track record of turning strategy into executable plans that yield great business value.

  • Curiosity, humility, adaptability, and an enthusiasm to learn.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $221,500 - $295,300

Zone B: $199,400 - $265,800

Zone C: $183,900 - $245,100

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.