Program Manager: Worldwide Support

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you an experienced and detail-oriented program manager with a passion for driving operational efficiency and enhancing customer satisfaction? If so, you'll find a rewarding opportunity on our Worldwide Support team, where you can utilize your strong problem-solving skills and collaborative mindset to lead cross-functional initiatives that make a meaningful impact on our global support organization.

About the Team

The Program Manager: Worldwide Support role is part of a dynamic and dedicated Global Support Organization at Nutanix. The team is characterized by its collaborative culture that emphasizes operational excellence and innovative problem-solving. Committed to enhancing the customer support experience, the team strives to optimize processes, tools, and metrics to ensure a seamless service delivery. The mission of this team is to drive efficiency and elevate customer satisfaction in every interaction, reflecting Nutanix's dedication to delivering exceptional support for its enterprise software products.

You will report to the leader of the PMO Organization in Worldwide Support which fosters collaboration and empowers team members to take initiative, ensuring that all team efforts are aligned and effectively contribute to overarching goals. The work setup for this role is hybrid, requiring team members to be in the Durham, NC office for a few days of each week, balancing in-person collaboration with the flexibility of remote work.

Your Role

• Oversee and optimize program and operational aspects of the Global Support Organization to enhance service delivery and efficiency.
• Design, implement, and manage programs aligned with strategic organizational goals, focusing on new product introductions and operational improvements.
• Lead cross-functional initiatives to improve processes and define key performance indicators (KPIs) for success measurement.
• Act as the primary liaison between support operations and other departments, ensuring seamless execution of programs and collaboration.
• Monitor progress of key programs, addressing bottlenecks, and ensuring milestones are met on time and within budget.
• Collaborate to identify training needs and delivery plans for support teams on new products and operational tools.
• Establish regular reporting and communication with stakeholders, providing insights on operational trends and areas for improvement.
• Achieve a full knowledge transfer of responsibilities from the outgoing team member within the first quarter and continued transition of new responsibilities and needed.

What You Will Bring

• 5+ years of experience in program or operations management in a support or enterprise software organization.
• Strong problem-solving, critical-thinking, and organizational skills.
• Proficiency in program management methodologies and tools (e.g., MS Office, Google Workspace, Salesforce, Jira, ServiceNow, Slack, Confluence).
• Knowledge of enterprise support processes and best practices, including ITIL principles.
• Experience in process improvement methodologies (e.g., Lean, Six Sigma).
• PMP, PRINCE2, or similar project management certifications preferred.
• Excellent communication, collaboration, and stakeholder management skills.
• Detail-oriented with a proactive and results-driven mindset.

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.

The pay range for this position at commencement of employment is expected to be between USD $ 106,400 and USD $ 212,400 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.

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