Director, Cloud Operations

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

What You'll Do

Teradata Cloud Operations is seeking a Director, Cloud Operations to manage a global team of Cloud Operation Managers responsible to support Teradata’s as a service customers environment. You will partner with Teradata’s Customer facing teams to ensure Teradata’s cloud hosted customers get the best quality service that meets established KPIs.

The objective of this role is to maintain a strong working relationship with our customer facing teams. Ensuring that we enable the GTM & CX teams to manage our cloud customers with the best of class customer support and services ensuring that we meet and exceed their delivery expectations as efficiently as possible.

1. Report to the Vice President Global Cloud Operations.
2. Be the face of cloud operations organization for GTM and CX teams for any and all customer experience concerns.
3. Engage with regional CX leaders to understand and prioritize solutions to areas of concern.
4. Support & identify areas of improvement within cloud operations delivery teams.
5. Build and maintain strong cross-functional relationships/alignment with partners across the business.
6. Maintain consistency of cloud environments through efficient release management process.
7. Define financial and operational reporting to track and manage the effective use of cloud resources through relevant key performance indicators (KPI’s).

Who You'll Work With

You and your team will collaborate with and drive internal partner teams to continually improve and optimize our operations and services to meet customer expectations.

What Makes You a Qualified Candidate

1. 10+ years of experience in customer experience, customer success, or service delivery roles.
2. 5+ year in a leadership role managing managers/senior managers.
3. Strong leadership skills with the ability to dive into the details as needed.

Industry Knowledge

1. Familiarity with Cloud based services and technologies (SaaS & PaaS).
2. Understanding of ITIL or other service delivery frameworks.
3. Experience supporting enterprise customers in B2B technology environments.
4. Experiencing working in a Product based organization supporting a PaaS / SaaS production environment is preferred.

Operational Excellence

1. Proven track record of driving operational improvements and scaling processes for global teams.
2. Experience using data and analytics to drive continuous improvement.
3. Experience working with industry standard ITSM tools.

Education & Certifications

1. Bachelor's degree in Computer Science or related field.
2. ITIL certification (optional but preferred).
3. Experience with Teradata is a plus.

What You Will Bring

1. Experience designing processes that balance efficiency and customer satisfaction.
2. Experience developing and executing strategies to improve customer retention, product adoption and expansion.
3. Ability to work across CX, support & Engineering teams to resolve customer issues and improve experiences.
4. Experience leading teams through change, especially in fast-paced or rapidly evolving environments.
5. Strong written, verbal & presentation skills.