At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform-we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention-but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

　　When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won't have to look to find growth opportunities-ready or not, they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that's work worth doing.

　　Technical Support Manager, Global Operations

　　Why We Have This Role

　　Qualtrics leads the way in Experience Management-one of the fastest-growing tech categories. As a Customer Operations Manager, you will combine your passion for hiring, developing and leading customer-facing teams with your ability to set the strategy and execution for new business processes. You should have a strong interest in (1) building elite teams; (2) driving operational best practices; (3) experience management; and (4) global collaboration. You will lead your team of Technical Support Specialists, as they deliver world class technical customer support.

　　How You'll Find Success

　　Provide coaching and mentorship to guide career development while accurately evaluating performance of team members and providing direct and actionable feedback.Communicate team impact and results to key partners and act as an advocate for the team within Qualtrics.Work closely with our Head of Global Operations and other global cross functional leaders to continuously improve processes and policies to increase efficiencies and enhance the overall customer experience.

　　How You'll Grow

　　The one constant about Qualtrics is change - you regularly adapt and learn as our products and company evolve.Partner closely with regional counterparts, Account Management,, Sales, Human Resources and other functional teams to drive initiatives to improve the customer experience.Collaborate with local leaders to promote a culture of collaboration and development.

　　Things You'll Do

　　Lead a team of high-performing Technical Support Specialists to deliver exceptional support to our global customers. Provide coaching to support specialists to drive prompt resolution of client issues, exceed support volume and deliver customer satisfaction standards.Partner with workforce and resource planning analysts on team capacity, forecasting, and resource allocation.Design and implement innovative global and scalable operational processes that increase efficiency.Help hire and train personnel for a rapidly growing team.This role is primarily in-office (minimum 4 days per week).

　　What We're Looking For On Your CV

　　8+ years of professional experience, ideally in a technical, client-facing role. At least 2 years of experience leading customer-facing teams, delivering a strong customer-centric team performance across multi-channel (voice/chat/email) customer touch points, Driving strong individual and team performance; managing development and feedback cycles. Employ a data-driven approach to managing and coaching your team; track record of exceeding targets, KPI's, SLA's.Self-starter capable of working concurrently across multiple projects in an energising environment.Excellent analytical/problem-solving skills with a history of driving impact within an organisation.Excellent interpersonal skills, strong global collaboration, and a proven ability to develop people professionally.

　　What You Should Know About This Team

　　You'll have the opportunity to build & scale a team in a new market for our Customer Operations organisation. Great work atmosphere with peer support networks & collaboration opportunities around the world.Participate in data driven continuous improvement in a fast paced, constantly changing environmentMentor early in career talent to shape the start of their careers in tech.

　　Our Team's Favourite Perks and Benefits

　　Annual Leave: 20 or 26 annual leave days per annum plus an additional day for each year of service (to a max of 5).Private Medical Insurance- Luxmed health & dental cover for you and your dependants.Commuter Assistance- Up to the value of 80 PLN net a month for public transport.Savings Plan- Two company saving plans provided by Nationale Nederlanden: Employee Capital Plan (PPK) & Employee Saving Plan (PPO)QED PROGRAM- Qualtrics Engineer Development (QED) program: support, engineering learning activities up to 10% of engineering work time each quarter.Wellness- Up to the value of 800PLN gross per quarter can be reimbursed for a variety of wellness activities via our dedicated platform Forma. A choice of Multisport cards available.Our employee assistance program with Unum provides counselling and wellbeing support to all employeesExperience Bonus - 7000 PLN gross per annum. Qualtrics experience bonus is a program designed to provide experiences to our employees they might not otherwise have.Group Life & Income Protection InsuranceGlasses/Contact lenses ReimbursementFree breakfasts, lunches, snacks, and drinks for everyone in the office

　　Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

　　Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act

　　Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

　　Qualtrics Work Experience - As we look to the future, we believe that our teams are better together. Being together will help us learn more, grow faster and ultimately deliver better results for our customers and Qualtrics. Roles tied to an office location work 4 days per week in the office together and 1 day from home, with a strong spirit of flexibility around taking time for personal, health, and family moments in our work weeks. Our managers work with their teams to create a collaborative, engaged work environment, and arrangement that works for each of our team members.

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