Cox Communications, Inc.
Cloud
Manager,CloudSupport
“Manager, Cloud Support at Cox Communications, Inc.. Skills: Cloud Support Leadership, Reliability Engineering, Operational Excellence, Incident Response, Problem Management, Customer Experience Management, Global Team Management. Oversee existing customer care teams. Evolve Tier 3 support function into a world class reliability and operational engineering organization”
Industry & Context.
Proactive problem management; Systemic risk reduction; Root cause analysis (RCA); Recurring issue elimination; Identify and drive resolution of complex business, functional, technical, and operational issues
Travel 15%, Must currently be authorized to work in the United States for any employer without current or future sponsorship, No OPT, CPT, STEM/OPT or visa sponsorship now or in future
What They're Looking For.
Must Have
Bachelor's degree in a related discipline and 6 years of experience in a related field, 1+ year of experience in a management or lead role, Experience leading and developing large scale technical operations or support organizations, Proven success building and executing operational strategies that improve reliability, scalability, and customer experience, Experience integrating and managing global staffing models that include nearshore and offshore resources, Experience scaling customer operations to support business growth and changing market demands, Demonstrated success driving customer satisfaction, operational performance, and service reliability metrics, Escalation management and incident response experience with a relentless sense of urgency and accountability, Experience leading globally distributed teams in managed services, professional services, cloud operations, or IT operations environments
Nice to Have
Master's degree and 4 years of experience, Ph.D. and 1 year of experience, 10 years of relevant experience in lieu of a degree
What You'll Do.
Oversee existing customer care teams
Evolve Tier 3 support function into a world class reliability and operational engineering organization
Own and architect the delivery of exceptional cloud support throughout the customer lifecycle
Run Tier 3 support like a reliability engineering function
Drive high severity incident response
Oversee and own outcomes of customer engagement and issue resolution
Establish Tier 3 engineering standards for diagnostics
and operational readiness
Build measurable reliability practices and targeted KPIs
Identify efficiencies through automation
Drive training opportunities that uplift Tier 1 and Tier 2 support organizations
Own the Problem Management lifecycle
Partner closely with Engineering and Security teams
Work with executive leadership to develop and execute strategies
Define and monitor key Customer Care and operational quality metrics
Identify and drive resolution of complex business
and operational issues
Create and scale a global delivery model
Develop and execute onshore
and offshore support strategies
How You'll Work.
Team & Collaboration
Partner closely with Engineering and Security teams; Work with executive leadership to develop and execute strategies
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