Omnissa is seeking a Director to lead it's Customer Service organization through a major transformation. This role focuses on rebuilding management, upskilling teams, improving customer relationships, and enhancing the interface with engineering and sales to support the GCS 2.0 operating model.

• Role overview: The position is a transformational leadership role with full accountability for service quality, team performance, customer satisfaction, and budget. It reports directly to the VP of Global Customer Service.

• Company context: Omnissa is an enterprise software company focused on unified endpoint management and digital employee experience. The Global Customer Service (GCS) is transitioning to an AI-first, proactive service model called GCS 2.0, with WS1 as the critical L3 support engine.

• Key responsibilities: The leader will drive business outcomes with a P&L mindset, execute the GCS 2.0 transformation including AI integration and partner governance, rebuild management layers, manage executive customer relationships, own the engineering interface, and influence cross-functional teams without direct authority.

• Success milestones: Within 30 days, assessments and relationship building begin; by 60 days, performance management and operating cadence are established; at 90 days, management decisions and customer stabilization are underway; within 6–12 months, service quality and technical capabilities improve with positive customer perception.

• Candidate profile: The ideal candidate is a business leader with over 10 years in technical customer service, experienced in leading multi-region transformations, rebuilding management layers, managing escalations, influencing cross-functionally, and possessing technical fluency in AI and service models. US citizenship and willingness to travel up to around 30% are mandatory.

• Preferred qualifications: Experience in two-in-the-box leadership models, enterprise SaaS, federal customer service, AI-driven service shifts, partner-led delivery, and strong engineering relationships are preferred.

• Organizational context and succession: The role reports to the VP of Global Customer Service and is part of the senior leadership team, operating in a two-in-the-box model with a technical peer.

The typical base salary for this role is between USD $148,000 – $197,000 per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted hiring range based upon geographic location, work experience, education, skill level, or other relevant factors. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more.

Omnissa is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind:

Omnissa is committed to the principle of equal employment opportunity and to providing a work environment free of discrimination and harassment. All employment decisions at Omnissa are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, ancestry, ethnicity, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past, present, or prospective service in the uniformed services, family medical history or genetic information, family or parental status, veteran status, or any other status protected by applicable laws or regulations in the locations where we operate. Omnissa will not tolerate discrimination or harassment based on any of these characteristics. Omnissa welcomes applicants of all ages. Omnissa will provide reasonable accommodations to applicants and employees who have protected disabilities consistent with applicable federal, state and local law.

This job requisition is not eligible for employment-based immigration sponsorship by Omnissa.