Job Description

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\xe2\x80\x99s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don\xe2\x80\x99t 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 The Global Support Operations & Enablement team supports Workday\'s Customer Support organization. GSOE provides program & portfolio management, operational support, technology solutions, learning & development, and analytical insights to help ensure the Customer Support organization\xe2\x80\x99s success.

About the Role

We are looking for a versatile Support Process Manager to join the Workday Customer Support team. This is a highly visible role requiring extensive interaction and collaboration across Support and other groups at Workday. We need a self-starter, technical guru who can drive Workday Support initiatives and explore technologies that will enable our team.

The Customer Support Process Manager plans, performs and implements process improvement initiatives. Drives operational support projects, programs and deliverables. Diagrams and evaluates existing processes. Organizes, leads and facilitates cross-functional project teams. Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities. Collects data to identify root cause of problems. Measures performance against process requirements. Aligns improvement to performance shortfalls. Provides consultation on the use of re-engineering techniques to improve process performance and product quality. May deliver presentations and training courses including measurement, analysis, improvement and control. Surveys and analyzes best practices for techniques and processes. Communicates team progress. Performs cost and benefit analysis.

About You

Basic Qualifications

• Drive support initiatives on the Support roadmap to meet Support strategy and business needs
• Discover new technologies that will enable our global support team
• Define, document, update and maintain processes and programs for the Support organization
• Manage project plans to ensure smooth roll out including communication and training
• Work closely with Support management to ensure readiness of new technologies
• Assist in refining existing critical programs
• Apply knowledge and best practices to design, document, measure and evaluate business processes and policies required to meet organization and program objectives
• Develop project plans, timelines, support procedures, tools/templates, etc.
• Plan, schedule, and monitor project deliverables, goals and milestones
• Liaison with key stakeholders and internal teams in the development, refinement and implementation of business process and policy change
• Represent Workday Support in cross-functional meetings
• Proactively manage changing priorities as required

Other Qualifications

• Solid understanding of Salesforce, Atlassian tools, Slack, Active Directory, Webhooks and System Integrations
• Bachelor\'s degree in a related technical discipline
• Minimum of 7 years of project/program management experience
• Excellent verbal and written communication skills, with the ability to lead structured meetings
• Strong problem solving, priority setting, facilitation, multi-tasking, analytical, and collaboration skills
• Willingness and ability to adapt to the rapid business and organizational changes that accompany a high-growth environment
• Ability to work independently, multi-task effectively and thrive in a fast-paced, dynamic environment with general direction and guidance
• PMP or other Project Management certification preferred

Our Approach to Flexible Work

With Flex Work, we\xe2\x80\x99re 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!

Workday