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Director, Cloud Systems Operations

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

201703227
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Description

• Manage team of resources to deliver 24x7x365 Operations L1, L2 and DBA support in a high-volume Cloud Services delivery model for both single tenant and multi-tenant Workforce Management applications
• Monitor Operations team activities and work with management staff to drive consistency and ensure delivery of quality support to customers
• Manage Customer escalations providing guidance and oversight to cross-functional resource teams to bring issues to closure
• Evaluate and adjust key metrics to measure and drive performance of the Operations organization
• Proactively drive people management responsibilities including hiring, training, coaching, performance management, compensation planning and employee relations
• Deliver an extraordinary customer experience by focusing on quality expectations of the customer and continuously improving quality of service and response times
• Establish cross-functional relationships and develop processes to streamline support from application through infrastructure
• Drive the creation and deployment of Continuous Improvement initiatives which enable operations functions to meet and exceed quality and compliance standards
• Establishes organizational goals and objectives, and monitors performance to plan. Adjusts resources, organization structure, and personnel to achieve attainment of overall goals. Delegates tasks and assignments to appropriate subordinates and monitors progress
• Conceives strategies that improve customer satisfaction, profitability, employee satisfaction, and which support the sales efforts. Builds cross-market, integrated support strategies and is responsible for implementation and results
• Solves multiple problems involving complex technical and managerial issues involving functional discipline and across multiple disciplines.
• Interprets, executes and recommends modifications to company strategies and procedures. Often meets with senior managers and peers from other functional groups to deal with external dependencies and issue resolution
• Interacts with senior customer management (VP/Director level) in both pre and post sales situations. Represents Kronos to these customers and has authority to commit significant company resources in these interactions.
• Responsible for key product input and requirements communications to Engineering which have very significant impact on medium term company competitive positioning and service delivery costs
• Develops staffing strategies. Supervises direct and functional reports. Establishes individual performance goals and priorities. Plans, approves, and implements programs for the timely development and progress of each individual.

Qualifications

• Bachelor’s degree with 10+ years of experience managing Operations or Support functions in a technical, fast paced support environment
• Experience working in a Cloud, SaaS or hosted environment required
• Experience building and running a global operations center
• Experience managing help desk workflows, processes and SLA matrix using industry standard case/service management tools
• Minimum 5 years’ experience in HR, Payroll and/or Time and Labor domains, preferred
• Proven results in improving customer satisfaction, customer retention, employee engagement and team productivity
• Excellent interpersonal, motivational, and managerial skills with an indirect staff of at least 50 employees. Ability to manage conflict situations constructively.
• Experience working in a fast-paced environment and consistently delivering projects on or before expected due dates
• Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules
• Demonstrated track record in identifying and deploying leading edge support solutions

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.