Global Technical Services Operations Manager

At Lacework, we strive to provide a supportive, collaborative environment where people are empowered to do the best work of their careers.

Our team members enjoy solving complex problems, big sky thinking, and obsess over getting the details right. We love what we do and are proud of our work to secure clouds and container environments for thousands of users worldwide.

The Global Technical Services Project Manager reports to Dir. Strategy, Global Technical Services.

Description

Cloud computing is revolutionizing IT and forcing organizations to rethink their approach to cloud security. Lacework is at the forefront of this transformation. We enable security teams to effectively secure public and private clouds – AWS, Azure or collocations – by eliminating repetitive, manual and labor-intensive security tasks. Using Lacework, security teams operate at the same pace as DevOps, which relies on automated tools to publish daily updates to the cloud.

Lacework is looking for a Global Technical Services (GTS) Operations Manager. We are looking for a passionate individual, likes to dig into operational efficiencies for a highly technical Field Engineering team. A well-rounded individual to own and manage cross-team collaboration both inside Global Technical Services and across the Lacework organization, including major projects such as improving customer journey, ecosystem engagement best practices, product field requests, hiring, review and technical field development processes as well as organizing the metrics we use to manage our business effectively. Having a clear understanding of the needs of every major Field role is key.

This is a central coordination role within GTS. Global Technical Services covers all aspects of Pre and post sales, Sales Engineering, Customer Success and Professional Services, managing projects to help ensure maximum operational efficacy between the teams in GTS and the interfaces between GTS and the larger LW Organisation.. We are looking for a detail-obsessed project manager with a well-rounded interest and curiosity in field engineering as a whole. Extensive experience in field roles is highly desired.

What you'll be doing

• Work with cross-functional teams to design, launch, and optimize GTS projects, with a focus on cross-stakeholder projects like major launches (products, assets, etc.) with an eye toward enabling Lacework to deliver value to customers and prospects.
• Help develop and implement foundational processes and frameworks to help GTS Team do their best work. E.g. project management, team cadences, budget management, etc.
• Build programs and structures to drive outsize outcomes across the GTS Team, enabling successful content creation for both IC’s and Leaders in GTS.
• Drive consistency and clarity for the GTS internally and across the business. Help ensure company stakeholders know how the GTS is spending their time effectively.
• Working with RevOps, IT and Data team to develop reports (Thoughspot/SFDC) as well as design/develop/implement GTS specific product tools such as CS/RFI (Vivun, SFDC,Loopio).

Minimum Qualifications

• 3+ years experience as project or program manager
• 3+ years experience managing complex cross-functional projects and launches
• 2-3 years of experience using a project management tool such as Jira, Basecamp, Asana, etc.
• 2-3 years of experience with vendor/agency management.
• Prior technology project experience - including the ability to act as a translator for technical requirements from non-technical stakeholders.
• Proficiency with the Google Suite (Docs, Sheets, Slides, etc.) Word, PowerPoint, Excel, and internet-based tools is required. Experience with intranets and organizing internal documentation.
• Communicative: Strong interpersonal, written, and verbal communication skills.
• Extremely organized and detail-oriented.
• Thorough understanding of SaaS Based Companies
• Collaborative: Experience partnering and engaging with stakeholders to optimize project execution.
• Accountable: A deep sense of accountability and the ability to drive large projects to completion with urgency to achieve the intended business impact
• Flexible: Experience testing, iterating, and evolving your approach as needed.
• Personable: This position is open to remote candidates, so we need a great teammate – regardless of geography!

Essential Functions

• Understands how to effectively manage risk by identifying conflicting priorities and determining remedial action for a win-win outcome.
• Ability to excel in a team-oriented atmosphere and collaborate effectively with other employees in a variety of roles, locations, and levels.
• Experience working cross-organizationally with all stages of a business, e.g. new product introduction, product releases, product announcements, etc.
• Requires contact with others (face-to-face, by telephone, virtual meetings, Zoom or otherwise) and working and interacting in a group or team.
• Requires logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• This role requires independent judgment for decision-making on matters that may or may not have a defined process (or a process you create).

Lacework is an Equal Opportunity Employer. It is the policy of Lacework to provide equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, age, sexual orientation, membership, or non-membership in an employee organization, or on the basis of personal favoritism or other non-merit factors, except where otherwise provided by law