Director of Technical Operations

San Mateo

Customer Support

PerimeterX is seeking a Director of Technical Operations who can build, enhance and manage core areas of PerimeterX’s Global Technical Operations functionality:  Business Operations, Technical Support, Business Systems, Partnerships, and PX Support Programs.   The Director will develop and manage global teams as well as a bulletproof operating infrastructure to maintain current levels of excellence and meet PerimeterX’s growth.  As a key member of the Client Services management team, the Director will report to the Sr Director/VP Global Technical Security Services and will be a primary interface to PerimeterX’s customers and partners.  Below are the highlighted areas of expertise we are looking for in a qualified candidate...

Customer Experience...

  • Direct measurement of the customer’s experience with PerimeterX Technical Support, products, and quality.
  • Track NPS and CSAT scores on a weekly, monthly, and quarterly basis. 

Operations...

  • Hire and manage a global Technical Operations and Support team that is accountable for the day to day operations of the business function
  • Work with companion functions such as PLM, Engineering, Sales, and Sales Operations to define operational processes and procedures that meet the needs of PerimeterX’s customers.
  • Build a new US Based TAC, lead analysts, training, define KPI’s and report on the effectiveness of the PerimeterX Technical Assistance Center (PTAC)
  • Grow global Tier 3 Support Operations, enhancing collaboration between T3, Customer Success and On-Boarding.
  • Provide leadership and be a steward for the EULA, Warranty Policy, Support Terms and Conditions

Technical Support...

  • Build, expand and lead the team of Technical Support Engineers that deliver Tier 1, Tier 2, and Tier 3 global, 24x7 phone, Slack and web based Technical Support for customers and potential channel partners.
  • Manage global outsourced technical support centers, including running QBR’s, evaluate resources performance and deliver ROI.
  • Provide day to day management and leadership for Customer Operations Analysts.
  • Maintain and constantly improve operational processes and procedures to ensure delivery of industry leading Technical Support.
  • Routinely monitor and report on Technical Support execution in terms of case closure rates, response times, NPS, customer satisfaction levels, et al.
  • Work proactively with Systems Engineering, Engineering and Product Management to ensure new product readiness, escalate problems, and drive to solutions to ensure customer satisfaction

Business Systems...

  • Manage internal and external resources to develop, implement and operate Technical Support’s business systems, including Slack, Service Cloud, Community, and third party tools.
  • Ensure the business systems meet the needs of each functional area within Technical Support and, as needed, companion functions e.g. UAT, change control, et al.
  • Manage the Technical Support side of CRM integration e.g., Service Cloud and NetSuite, Community and Marketing content.

Broader Programs within PerimeterX...

  • Develop, implement, and manage a PX Support portfolio targeted to our customer base, from SMB to our strategic customers.
  • Follow a standard New Product Introduction process that begins with a product concept, includes SKU creation, pricing, rigorous end to end testing, and ends with an announcement and introduction to sales.

Why you should join the PerimeterX team...

  • A platform to learn about Cyber Security while working with industry-leading technology
  • A chance to work with some of the most well-known brands in e-commerce, travel, hospitality, retail, and enterprise SaaS
  • Catered lunch and dinners every day
  • Plenty of yummy snacks and drinks
  • Lots of coffee (or Red Bull) to keep you going all day
  • In/Out of Office happy hours
  • Quarterly out of the office events
  • Automatic cell phone allowance
  • Spacious and freshly remodeled office in San Mateo
  • Standup desks
  • Fresh PerimeterX SWAG
PerimeterX is the leading provider of application security solutions that keep your web business safe in the complex digital world. Delivered as a service, the company’s Bot Defender, Code Defender, and Page Defender solutions detect risks to your web applications and proactively manage them, freeing you to focus on growth and innovation. Bringing together an elite engineering team, security research to continually update its solutions with current intelligence, and best-in-class customer enablement and support, the world’s largest and most reputable websites and mobile applications count on PerimeterX to safeguard their consumers’ digital experience. PerimeterX is located in San Mateo, California and on the web at www.perimeterx.com
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