Dir, Support Delivery

GitHub; United Kingdom; Remote; GBP 10,000 - 40,000

Job description

About GitHub

As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 150+ million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate and experiment across 420+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.

Locations

In this role you can work from Remote, United Kingdom

Overview

GitHub is changing the way the world builds software, and we want you to help build GitHub.

GitHub is the home for all developers. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for a Support Director who will be responsible for the oversight and performance of a distributed support staff answering customer support requests, triaging escalations, and improving our internal knowledge base and processes. The Support Director oversees and helps develop intra-team training processes. Coaches team members to forge strong customer relationships. Actively builds, fosters, and maintains relationships with Engineering, Product, and Design (EPD) leaders. Helps drive process improvements for Support, engages appropriate stakeholders, and ensures team members follow through on solutions.

The Support Director will use data to drive process improvements, develop self-service opportunities, advocate for product improvements and deliver on Support KPI's and metrics. This individual will drive team culture and health by getting a pulse on organizational health, as well as leading culture initiatives (example, Diversity, Inclusion, and Belonging [DI&B], hiring, onboarding) while partnering with Human Resources (HR) to do so. Drives cross-team projects as needed to meet the changing business environment and manage complex business needs. Guides executive-level communication with a variety of internal audiences. The ideal candidate will have a combination of support management skills, a working understanding of modern software development processes, be an empathetic leader in a growing and ambiguous environment, and the ability to build trust and confidence among team members in order to successfully drive support initiatives.

GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require occasional travel to meet with co-workers.

Responsibilities

Ticket Work

• Develop and monitor key Support metrics to understand trends, as well as operational resilience and readiness. Develop and present Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) to Customer Success Leadership.

Customer Advocacy

• Operational Excellence and Accountability: Ownership of the performance of their team. Work with other Support leaders to develop best-in-class standards and implement effective support motions, including processes and procedures that improve the customer experience.

Product Feedback

• Cross-functional Collaboration: Collaborate and align with leaders across Engineering, Sales, Security, Revenue, and Product to accelerate improvements to Support and all GitHub products.

Process Improvement

• Thought Leadership and Process Implementation: Provide thought-leadership and implement frameworks and processes to achieve objectives, expanding our proficiency within Support.
• Strategic Team Leadership: Responsible for building and leading the Support team, iterating on its operating model, and ensuring its alignment with our long-term vision and strategic roadmap.

Knowledge Attainment & Sharing

• Professional Development and Coaching: Coach managers and individual contributors in their professional development, serving as a role model. Thrive under pressure, handling conflict effectively and staying calm.

Other

• Strategic Planning and Roadmap Development: Work with other Support leaders to define the Support roadmap and operating structure ensuring they align with our objectives and enhance our customer experience and Support capabilities.

Qualifications

Required Qualifications

• 10+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
• OR Bachelor's Degree in Computer Science, Business Management, or related field AND 8+ years direct and/or management experience in technical customer support, technical writing, system administration, or related roles
• Master's Degree in Computer Science, Business Management, or related field AND 6+ year(s) direct and/or management experience in technical customer support, technical writing, system administration, or related roles
• OR equivalent experience.
• 3+ years people management experience leading teams
• Occasional travel to meet with co-workers.

Preferred Qualifications

• Experience managing a globally distributed team with skills in asynchronous communication
• Experience leading other managers with a strong background in coaching and mentoring senior staff, fostering professional growth, and building high-performing teams.
• Ability to identify key issues and empower other team members to address them in a way which builds morale and generates ownership and commitment.
• A data-driven approach, with experience in developing, monitoring, and interpreting key metrics to understand trends, operational resilience, and readiness.
• Demonstrated track record in strategic planning and executing high-level roadmaps in support management, including designing and implementing effective strategies and frameworks at an organizational level.

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Manager fundamentals

• Model
• Coach
• Care

Leadership principles

• Create clarity
• Generate energy
• Deliver success

Who We Are

GitHub is the world’s leading AI-powered developer platform with 150 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.
Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.
Join us, and let’s change the world, together.

Equal Employment Opportunity

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!