Your work days are brighter here.
At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it’s what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.
About the Team
Production Readiness is a proactive team within the Customer Support Organisation and our goal is to ensure the Workday product is deployed to maximise performance for our largest and most strategic customers. Envision yourself being one of the reasons Workday customers are successful!
In this role you will lead a team of workmates who are assigned to large deployments or first time in-production large volume events which qualify for Performance Testing. The team advocates for the resolution of performance issues by collaborating with Product and Technology, Services, Customer Support, Performance and Scalability and other Workday teams.
The ideal candidate for this role will have a passion for customer relations, project management, technical and system performance analysis.
About the Role
Lead a team of Production Readiness Managers.
Hire and retain great people and plan for future business needs.
Build a successful team while promoting a fun atmosphere.
Ensure fair and equitable workload distribution across the team, considering abilities and bandwidth to support customer deployments.
Work with team to complete retrospectives and drive continuous improvement initiatives for implementation customers.
Ensure customer satisfaction through outstanding customer service and high quality technical responses.
Act as the escalation manager, driving problems to resolution with effective use of resources and leading the communications and expectations within Workday and with the client.
Resolve customer issues, implementing and meeting Service Level Agreements and improving our current processes.
Collaborate with internal teams (Performance & Scalability, Development, Product Management, Services) on customer issues and ensuring external communications are accurate and clear.
Develop employee training requirements to ensure staff is highly proficient with Workday services and internal processes.
Ensure quality of case handling, paying particular attention to communications, timely responses and specific care for sensitive customers.
Participate in and help schedule 24X7 on call coverage.
Assess and drive metrics for Production Readiness, analysing the data for improvement ideas.
Bachelor’s degree or equivalent work experience.
5+ years leading a technical department in a software company, ERP preferred.
5+ years experience providing technical support for complex software and environment issues with a solid grasp of underlying technologies
5+ years experience in customer support, product support, or consulting with a special focus in ERP system performance (SaaS preferred).
Experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems.
Demonstrated ability to understand and successfully explain technical architecture.
A standout colleague that establishes relationships across organisations.
Demonstrable ability to engage across corporate functions (Services, Product Management, Development, QA, Operations).
Strong problem solving, analytical, priority setting, facilitation and multi-tasking skills.
Ability to read and resolve high stress situations quickly.
Our Approach to Flexible Work
With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you’ll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote “home office” roles also have the opportunity to come together in our offices for important moments that matter.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!